Use this order: identify the purchase account, confirm order state, confirm product entitlement, identify the exact credential, then diagnose site activation.
Order or product is missing
- Confirm the email entered at checkout.
- Use Lost password for that email instead of registering another account.
- Open Orders and check the exact status.
- Confirm the selected product and payment completed.
- Open My Products again.
A second account with another email will not automatically inherit the order.
Download is missing or rejected
- Confirm the order is paid/completed and download entitlement is active.
- Download from My Products/Downloads instead of an old email attachment.
- Keep the ZIP intact; WordPress expects the installable package.
- Match the product name and version.
- If WordPress says “no valid plugins found,” confirm that a browser/security tool did not unzip or alter the package.
- If the destination exists, use the supported replace-current flow after backup.
Licence key is missing
For a direct nextlerai.com purchase, look in My Account → My Products, not only Orders or Downloads.
For legacy Codester/Veebilehed24 purchases, open the plugin’s License screen and use Don’t have a license key? Request one. Provide the purchase code/order number, name, email and website. Manual verification is not instant and never requires card details.
Activation fails
Match the message:
- Invalid licence: recopy from the exact product card and remove spaces.
- Product mismatch: Assistant and Publisher keys were crossed.
- Domain mismatch: deactivate the previous domain or correct the canonical host.
- Activation limit reached: remove a retired site or increase purchased capacity.
- Environment not allowed: select the real Production/Staging/Development type permitted by the entitlement.
- Server unavailable: test outbound HTTPS, DNS and firewall; refresh status. A prior valid state may use grace.
- Expired/suspended: review plan/order/account status.
Do not repeatedly activate random environments; record the first exact error.
Site moved or was cloned
Deactivate the old production installation before activating the new domain. A cloned database also copies the installation UUID and saved licence state, so explicitly deactivate/re-activate the intended environments.
If the old site is inaccessible, use account domain management or contact support with both domains, order number and masked key ending.
Invoice or billing issue
Open the order details and record the order number, date, total and current billing data. Use the official support channel to request correction. Do not send payment-card details.
Update access differs from runtime access
A plugin can display runtime entitlement separately from update access. Refresh licence state, confirm the plan’s update period and compare the installed/download version. Do not replace a stable production plugin with an unrelated ZIP to test access.
Safe support package
Include:
- order number and purchase date;
- product and plan/capacity;
- account email through the official support form;
- installed version and WordPress/PHP version;
- domain and environment;
- exact status/error and timestamp;
- masked last four key characters;
- screenshot with keys, emails and personal data removed.
Do not do this
- Do not create duplicate accounts before checking the purchase email.
- Do not paste a provider API key into License.
- Do not send full keys or passwords.
- Do not delete plugin data to fix an entitlement error.
- Do not label production as staging.
- Do not bypass a domain or activation-limit response with copied database state.