Licence refused
When the licence cannot be used, a screen covers the workspace. Your projects and conversations stay on your computer, and only the agents and tools are paused. Find the title shown below.
If the screen asks for an email address, see Cannot sign in instead.
The licence screens
Section titled “The licence screens”Activez votre licence Island Pilot (Activate your Island Pilot licence)
Section titled “Activez votre licence Island Pilot (Activate your Island Pilot licence)”Above the title: Activation. No licence is linked to the signed-in account.
The most frequent cause is signing in with a different address from the one used to buy.
- Look at the Compte (Account) line of the screen.
- If the address is not the right one, click Se déconnecter (Sign out), then sign in with the address of the purchase.
- If you have just paid, wait a moment then click Vérifier à nouveau (Check again).
- Otherwise, copy your key from your client area, paste it into the field on the screen and click Activer (Activate).
After a purchase, your key is in the client area, even if the screen mentions a key received by email. Only a key sent for the 2nd seat of a Duo plan arrives by email.
Votre licence est active sur un autre ordinateur (Your licence is active on another computer)
Section titled “Votre licence est active sur un autre ordinateur (Your licence is active on another computer)”Above the title: Changement d’ordinateur (Computer change). Your licence works on one computer at a time.
Click Retirer (Remove) next to the old PC, then confirm. The full procedure is in Change computer. You can make three changes per 30-day period.
Votre licence est libre pour un autre ordinateur (Your licence is free for another computer)
Section titled “Votre licence est libre pour un autre ordinateur (Your licence is free for another computer)”Above the title: Ordinateur libéré (Computer released). This PC has given up its place: this is the normal effect of Changer d’ordinateur (Change computer). Your account stays signed in here.
To work on this PC again, click Utiliser sur cet ordinateur (Use on this computer).
Reconnectez Island Pilot à Internet (Reconnect Island Pilot to the Internet)
Section titled “Reconnectez Island Pilot à Internet (Reconnect Island Pilot to the Internet)”Above the title: Vérification nécessaire (Verification required). Island Pilot could not check the licence online in time. Your licence is not the problem.
- Check your Internet connection, your VPN and your firewall.
- Click Vérifier à nouveau.
If a message mentions the Windows clock, turn on automatic date and time.
Un paiement est en attente ou contesté (A payment is pending or disputed)
Section titled “Un paiement est en attente ou contesté (A payment is pending or disputed)”Above the title: Licence suspendue (Licence suspended). A payment dispute suspends the licence while it is reviewed. For a Duo plan, this affects both seats.
- If you disputed the payment with your bank, the licence stays suspended until the review ends. It becomes active again by itself if the dispute is closed in your favour.
- If you pay in 3, check your instalments with Klarna.
- If you do not understand this suspension, write to contact@saulcorp.com.
Then click Vérifier à nouveau.
Votre licence n’est plus valable (Your licence is no longer valid)
Section titled “Votre licence n’est plus valable (Your licence is no longer valid)”Above the title: Licence révoquée (Licence revoked). A licence is revoked after a full refund or a lost payment dispute.
If you have another key, enter it in the field on the screen and click Activer. Otherwise, write to contact@saulcorp.com. See Withdrawal and refunds.
Cet ordinateur doit être vérifié par le support (This computer must be checked by support)
Section titled “Cet ordinateur doit être vérifié par le support (This computer must be checked by support)”Above the title: Ordinateur bloqué (Computer blocked). Write to contact@saulcorp.com from the account’s address. We will check the situation with you.
Ce compte doit être vérifié par le support (This account must be checked by support)
Section titled “Ce compte doit être vérifié par le support (This account must be checked by support)”Above the title: Compte bloqué (Account blocked). Write to contact@saulcorp.com from the account’s address. We will check the situation with you.
In Compte et licence (Account and licence)
Section titled “In Compte et licence (Account and licence)”Paramètres › Compte et licence (Settings › Account and licence) shows Verrouillée (Locked), with one of these sentences.
| Sentence | Matching screen |
|---|---|
| Aucune licence n’est liée à ce compte : saisissez votre clé. (No licence is linked to this account: enter your key.) | Activez votre licence Island Pilot |
| Aucune licence active sur ce compte. (No active licence on this account.) | Activez votre licence Island Pilot |
| Votre licence est déjà active sur un autre ordinateur : libérez-le pour utiliser celui-ci. (Your licence is already active on another computer: release it to use this one.) | Votre licence est active sur un autre ordinateur |
| Cet ordinateur est libéré : votre licence peut s’activer sur un autre ordinateur. Votre compte reste connecté ici. (This computer is released: your licence can activate on another computer. Your account stays signed in here.) | Votre licence est libre pour un autre ordinateur |
| Votre licence est suspendue : un paiement est en attente ou contesté. (Your licence is suspended: a payment is pending or disputed.) | Un paiement est en attente ou contesté |
| Votre licence a été révoquée après un remboursement ou un litige. (Your licence was revoked after a refund or a dispute.) | Votre licence n’est plus valable |
| La clé de cet ordinateur a changé trop souvent : contactez le support. (This computer’s key has changed too often: contact support.) | Cet ordinateur doit être vérifié par le support |
| Ce compte est bloqué : contactez le support. (This account is blocked: contact support.) | Ce compte doit être vérifié par le support |
When you enter a key
Section titled “When you enter a key”| Message | What to do |
|---|---|
| Clé de licence inconnue : vérifiez-la dans l’e-mail reçu. (Unknown licence key: check it in the email you received.) | Copy the key again from your client area. If you received the 2nd seat of a Duo plan, the buyer may have sent a new key that replaces the old one |
| Clé de licence invalide. (Invalid licence key.) | The key was copied incorrectly: paste it again |
| Cette clé est déjà liée à un autre compte. (This key is already linked to another account.) | Sign in with the account that activated it, or write to us |
| Cette licence a été révoquée (remboursement ou litige). (This licence has been revoked (refund or dispute).) | See Votre licence n’est plus valable |
| Ce compte a déjà une licence active. (This account already has an active licence.) | No key is needed on this account. To give a seat, sign the person in with their own address |
| Trop de demandes : réessayez dans quelques minutes. (Too many requests: try again in a few minutes.) | Wait, then try again |
The other messages
Section titled “The other messages”| Message | What to do |
|---|---|
| Serveur de licences injoignable : vérifiez la connexion Internet puis réessayez. (Licence server unreachable: check your Internet connection, then try again.) | Check your connection, then try again |
| L’horloge de Windows est déréglée : réglez la date et l’heure automatiquement. (The Windows clock is wrong: set the date and time automatically.) | Turn on the automatic setting in Windows |
| La clé de cet appareil est illisible : reconnectez-vous. (This device’s key is unreadable: sign in again.) | Click Se déconnecter, then sign in again |
| Session expirée : réessayez. (Session expired: try again.) | Run the action again |
| Le serveur de licences a refusé la demande. (The licence server refused the request.) | Try again later, then write to us if it persists |
| Limite atteinte : 3 changements d’ordinateur en 30 jours. Contactez le support. (Limit reached: 3 computer changes in 30 days. Contact support.) | Write to contact@saulcorp.com |
| Cet ordinateur n’est plus lié au compte. (This computer is no longer linked to the account.) | The computer has already been removed: click Vérifier à nouveau |
| Island Pilot demande une licence valide : ouvrez Compte et licence. (Island Pilot requires a valid licence: open Account and licence.) | Open Paramètres › Compte et licence and read the sentence shown |