URGENT: Purchased Elements CMS PRO -> received wrong license key -> Elements Platform doesn't respond! -> FastSpring also waits for Elements Platform

Elements CMS
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1

Hi Elements Platform Team and Community,

I am posting here directly in hopes of getting an urgent issue resolved, as my emails to support (support@elementsplatform.com) have gone completely unanswered.

I purchased Elements CMS Pro (Order Reference: ELEMENTSPLATFOR260908-9545-48112, Invoice ID: IVOY3ETNQUFNBEHJWAD2MTWW36GY). Upon completion, their system issued a license key in a 5x4 format:

XXXX-XXXX-XXXX-XXXX-XXXX (5 groups of 4 characters)

However, the activation interface inside the application strictly validates and requires a 5x5 key format (XXXXX-XXXXX-XXXXX-XXXXX-XXXXX). As a result, entering the delivered key triggers an immediate validation error, rendering the software completely unusable.

It is unacceptable that a paid product is blocked at step one due to a broken key generation script, with customer support being completely silent.

Can community help me how could I request a developer or administrator to intervene immediately and provide a valid 5x5 working license key or rectify the key generator. If this remains unresolved, I will be forced to escalate this directly with FastSpring for a full refund/dispute.

Looking forward to a swift resolution.

Best regards,
Maks Zbogar
Partitura d.o.o.

2

Hi Marks
The same thing happened to me, they told me that to use that key I had to use Elements 3 (still in beta) and not version 2.4.4. I tried but after that I can’t see anything, I get a blank page, at least before I saw everything it was just key that wasn’t accepted. Support always responded to me but did not resolve the issue. I’m waiting for the final Elements 3 to do more tests and checks on the server, however there have been similar cases in the forum that seem to have been resolved.