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Why am I receiving a "contract" or "license" error message?

This article will cover a few topics related to possible reasons, and solutions for why a user may see these types of messages within the application.

When you receive a "Contract," "Max XXXX Reached," "Module Not Licensed," or similar error message, it generally signals an issue related to your contract or product license within the platform. These messages may appear if there are discrepancies with your user account, client record, or the specific module you are trying to access. Because contracts and license keys are managed within the system - where license keys are automatically generated based on active contract line items - errors can occur if contract information is outdated, missing, or incorrectly configured. Understanding these messages can help you quickly identify and resolve contract or licensing issues. Below, we outline the most common causes and recommended solutions for addressing these errors.

Common Causes of "Contract" or "License" Error Messages:

  1. Expired or Inactive Contract/Contract Line Item:

    • If your contract/contract line item has expired or is marked as inactive, your associated product license key(s) will be invalidated by the system.
    • Solution: Double-check the status of your contract and contract items in the platform. Make sure that your contract line item is active and hasn’t expired. If it’s time for renewal, you can renew directly or connect with your account manager for guidance.

  2. Missing or Incorrect Contract Line Item:

    • License keys are created based on the specific line items included in your contract. If a required line item for a particular product is missing or set up incorrectly, the system may not generate a valid license key.
    • Solution: Review your contract details to confirm that all necessary line items are included and accurately set up. If you spot anything missing or incorrect, you can make updates now or reach out to your account manager for help.

  3. License Key Generation Failure:

    • Sometimes, there may be an issue that prevents the system from automatically generating a license key, which can lead to errors when accessing a module or feature.
    • Solution: Confirm that each module you subscribe to has an active license key. If you notice an issue, contact support to request manual regeneration of the license key.

  4. Contract Modification or Changes:

    • Recent changes to your contract - like updates to line items, pricing, or terms - can occasionally cause temporary inconsistencies with license key generation.
    • Solution: Check any recent contract changes to make sure they’ve been fully updated in the system. If something appears out of sync, your account manager and our support team can help review and resolve any discrepancies.

  5. Billing Issues or Payment Failures:

    • Problems such as overdue invoices or failed payments can impact your contract status and affect license key generation or access to certain modules.
    • Solution: Review your billing information to make sure everything is current and there are no outstanding issues. If you’re unsure, your account manager can help resolve any billing questions.

  6. Contract or License Misconfiguration:

    • Mismatched data or configuration errors between the contract system and license management can lead to difficulties when generating or validating license keys.
    • Solution: Carefully review your contract configuration for accuracy. If you need assistance, your account manager and our support team are available to help review and correct any issues.

  7. License Limit Reached:

    • Certain parts of the system, like user, client, or vendor management, may have set limits. If those limits are exceeded, you might see a "Max Users Reached", "Max Clients Reached", or "Max Vendors Reached" message.
    • Solution: Check your contract to confirm you haven’t exceeded the maximum number allowed. If you believe you’re within your limits but are still seeing an error, please contact your account manager or our support team.

How to Resolve the Error(s):

  1. Check Contract Status:

    • Log in to the CRT with admin privileges, select the relevant client record, and review your contract details. Make sure the contract line item connected to your license is active and properly configured.

  2. Review Contract Changes:

    • If there have been any recent contract updates, verify that those changes are reflected correctly in the system. If anything is missing or appears incorrect, reach out to your account manager for support.

  3. Verify Billing Information:

    • Be sure all billing details are current and there are no unpaid invoices or billing-related issues that could be causing the error.

  4. Contact Support:

    • If you’re unable to resolve the issue after following these steps, don’t hesitate to contact our support team. Providing the specific error message and any relevant client and contract details will help us assist you more quickly.

Conclusion:

Encountering a "contract" or "license" error message usually points to an issue with your contract or licensing details. By following the troubleshooting steps above, you can quickly address and often resolve the problem. If you’re still running into difficulties, our customer support team is here and ready to help - please feel free to reach out at any time.