I cannot find the license in my account

Sometimes, a license may not appear in the user account after a purchase. The most common causes are: -The license is assigned to another account -The transaction is taking a long time to process -The transaction has been canceled.

Issue description

Sometimes, a license may not appear in the user account after a purchase. This article outlines the most common reasons for this issue and provides solutions.

Before starting with the troubleshooting, ensure the license is currently missing:

• Go to https://account.pix4d.com/ and log in with your Pix4D account.
• Click on Plan and licenses (users with Organization Management will need to select the appropriate organization first).
• Make sure your license is listed in your account.
  • If the license appears in your account, you can access it through the software using this account (and the selected Organization, if applicable).
  • If the license is not listed, continue reading the Solutions section below.

Solutions

If the license is not listed on your account page (https://account.pix4d.com/) under the Plan and licenses section, there could be two primary reasons:

The license is assigned to another account

When you complete a purchase, the license is assigned to the account that was logged in at the time.

• If the purchase was made by someone else or if you were logged into a different account, the license may not be correctly assigned to you.
• If this is the case, verify which account the invoice has been sent to.
• After identifying the correct account associated with the license, you can request Pix4D technical support to transfer the license to your account. For detailed instructions on this process, please refer to the article "How to transfer a license to a different Pix4D account."

The transaction is taking a long time to process

For invoices with larger amounts, please allow up to 24 hours for the license to be processed and created.

• Please wait 24 hours after the purchase.
• If after 24 hours the license has not been delivered, please Submit a request to PIX4D Support (make sure to select your product in the Product or topic your requests about field and Payment as Topic of your request) with the email address of the Pix4D account used for the purchase.

The transaction has been canceled

If multiple purchases are made in a short period or if certain transaction patterns are detected, the payment processor may block the transaction for security reasons.

• Please contact your card provider for information regarding the reason for the transaction cancellation, and then attempt the purchase again.
• If you are being charged but have not received a license, please Submit a request to PIX4D Support (make sure to select your product in the Product or topic your requests about field and Payment as Topic of your request) and share the order number and, if available, the invoice code.