License Activation Issues

Key Not Found / Invalid Key

Symptom: CueSync shows "Invalid license key" or "Key not found".

Causes and fixes:

1. Typo in the key — Copy the key directly from your account dashboard or license email. Do not retype manually.
2. Wrong account — If you have multiple accounts, ensure you're checking the dashboard for the account that holds the subscription.
3. Subscription not yet active — New subscriptions can take 2–3 minutes to process after payment. Wait and refresh your dashboard.
4. Cancelled subscription — A cancelled subscription's key becomes invalid after the billing period ends. Check your subscription status in the dashboard.

Device Limit Reached

Symptom: "Device limit reached — deactivate an existing device to continue."

Each solo subscription registers 2 devices (3 on a team plan). If both are in use, deactivate one to activate on a new Mac:

1. Go to your account dashboard → Devices card.
2. Click Deactivate next to the current device.
3. Return to CueSync on the new Mac and activate your key.

If you no longer have access to the old device, you can deactivate it remotely from the same Devices card.

Subscription Inactive

Symptom: "Your subscription is not active."

Check in your account dashboard:

• Subscription status shows Active (including with a Cancels on banner, still within the paid period)? Your key should work — try again or restart CueSync.
• Status shows Expired or Past Due? Your payment may have failed. Update your payment method via Manage Billing.

Network Error During Activation

Symptom: "Could not connect to the licensing server" or activation times out.

1. Check your internet connection — visit any website to confirm.
2. Disable any VPN temporarily — VPNs can block CueSync's outbound licensing requests.
3. Check macOS firewall settings — ensure CueSync is not blocked (System Settings → Network → Firewall).
4. Try activating on a different network (e.g., mobile hotspot) to rule out network-level blocking.

Still Having Trouble?

Contact support with your:

• License key (first 8 characters only — do not send the full key)
• Subscription email address
• Error message text or screenshot
• CueSync version (CueSync → About CueSync, or Settings → About)