Hi!
Everytime I try to log in I get this message. I own a subscription and was told by Evolve lab customer support to download new version which I already did, but message still shows up.
What should i do?
@cjpupo33 Strange! Lemme look into this for you and report back.
@cjpupo33 Looking into this, I don’t see any Veras licenses under the email in your screenshot above.
I’ll send you a private message to confirm we are using the correct email.
Can you log into my.chaos, and send me a screenshot of both the ‘Products’ and ‘organization’ tabs? Here’s the link:
And, here’s what mine looks like (I don’t have any licenses, you should see something else there)
@cjpupo33 As an alternate option, can you look up the ‘subscription’ number for your Veras license? Should be something like A-123456789. It should be in the confirmation email you got when you purchased the Veras license. I can use that to look up the license on my end.
Thanks,
@cjpupo33 Actually, I think we may be looking at the incorrect email, because I don’t even see a trial (active or expired) for the email in your original screenshot. If you can confirm the email with me via the private message I sent, it would help a lot!
OK thanks, very helpful. I found your licenses! It’s currently marked as disabled. I don’t know why this is - I’ll look into why and get back to you.
@cjpupo33 I haven’t encountered a ‘disabled’ license before, so I reached out to the Chaos team internally who should know more about that. I’ll update you as soon as I hear back.
Ok I’m told that this can happen if there’s an issue with the payment for a subscription. I’m opening a Chaos Support ticket for the issue, and will cc you, so you can follow it.
Update: I haven’t confirmed this yet, but it may be due to a payment method issue, as it looks like a lot of the recent invoice/payment attempts have failed.
Same issue. I have reached out to customer support to chaos and i was passed on to evolve labs. I love the product, but this is a deal breaker.
@hctc I’ve replied offer in this other forum post, to keep things consolidated. I may even create a new thread, depending on what the exact issue(s) are for you!
I have run into the same issue, and I have contacted Chaos and EvolveLabs and this issue still has not been resolved after about a month. My account shows that it is active in my Chaos account, but I always get this error when trying to access Veras.
@bwilson - lemme check on that for you and get back to you. I’ll send you a DM for your email.
Quick update for all those eagerly checking the forum waiting to hear the result of @bwilson’s issue:
In a private message, I got their email and looked into the issue. Turns out there was some unknown bug that ended up transferring their Veras license to another email within the same company. The Chaos licensing team figured this out and then manually re-assigned the license to @bwilson in our backend.
We weren’t able to pinpoint the exact cause of the bug, but it seemed like there was a one-off error affecting just @bwilson during the migration from the legacy EvolveLAB to a Chaos account. We haven’t been able to identify any other accounts that would have this issue, but I’ll post here if we do ever learn more!