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License or subscription not recognized

Use this article when the web account or desktop app does not show the access you expect.

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Updated 2026-06-23 Trial Subscription Desktop access

Look for account mismatch

Most access mismatches come from using a different email in the desktop app than the one used for trial or checkout.

  1. 1 Confirm the checkout or trial email.
  2. 2 Confirm the signed-in web account email.
  3. 3 Confirm the desktop app account email.
  4. 4 Sign out and back in if any of those differ.

Refresh access state

  1. 1 Restart the desktop app after checkout, cancellation, or upgrade changes.
  2. 2 Refresh the billing page in the web account.
  3. 3 Contact support with any Stripe session, order reference, or receipt email if access still looks wrong.

What to send support if this is still unresolved

  • Account email
  • Subscription or trial email
  • Order or session reference if available
  • Screenshot of the access state

Contact support when the steps above do not resolve the issue.