Today I went to use one of my lasers and it said I downloaded this version after the 365 days had expired and I needed to load an older version. Tried to renew but it wouldnt take my email address and password. clicked on forgot password and it would not accept my email address. I go to the License portal and see my email address is correct but see no way to renew. Why should it be so hard to renew? So here I sit trying to figure a way to get my machine working again.
We are now requiring shoppers to open customer accounts at our store. Most likely, you never created an account when you made prior purchases.
Now, when checking out, you will need to click on “Create Account”, enter your name and email, create a password, and then check your email to verify and activate the account (you will only need to do this once).
From your customer account, you will be able to view and manage your own details, see your purchase history, current order status, and future checkouts will be much faster.
It’s worth noting that the Forum, License Management portal, and Web Store all have separate login credentials.
Exactly what I mean by why is it so hard!
I had to buy two separate licenses because my lasers use different controllers.
NoW I CANT USE MY C02 LASER AT ALL.
I follow the renew screen prompts and when I try to check out and pay it asks for my email and password. Then it says its wrong … says no email like that is on file.
Yet I know it is correct … What a crap show.
Can I call someone and just pay so I can get some work done today?
This really sucks.
BTW you might call me a shopper but I am a customer … a paying customer.
You actually don’t need to buy separate license keys in order to run LightBurn on multiple laser types.
Please email us at Support@LightBurnSoftware.com with your license keys and include a link to this thread and we can help you our more directly.
Well … I already bought them last year.
And yes I understand that one license will run two machines … if they use the same type controller … mine do not. Actually I have four laser engravers. All running Lightburn and until today I was perfectly happy with that.
So how was it that I was able to download a new version of Lightburn after my license had expired?
I found the older version and reloaded it so I could get some work done.
I doubt I will renew my licensees as long as they keep working on the machines.
Had it been a simple matter of paying the money and getting the renewals I would have but you have made it to complex to renew so I just wont.
Have a great day … I need to get some work out the door.
You’re not required to update the License if you don’t feel the need.
We have all our releases hosted here in our version archive: Releases · LightBurnSoftware/deployment · GitHub
Or you can renew for $30 to get another year of updated releases: Renew your existing LightBurn License Key – LightBurn Software
And you can see what’s changed with each release here: News - Development updates and bug fixes – LightBurn Software
Renewing the license is as easy a process as we can make it, but we understand if the threshold of difficulty is beyond some users and will take that under advisement.
Colin, I can follow instructions on a computer screen.
When your website tells me I cant renew because my email address does not exist then what can I do?
If your software designers can not write software that is simple and easy to use then perhaps your company needs to consider a new staff.
“Renewing the license is as easy a process as we can make it, but we understand if the threshold of difficulty is beyond some users and will take that under advisement.”
Your lightly veiled insult is noted.
We are now requiring shoppers to open customer accounts at our store. Most likely, you never created an account when you made prior purchases.
Now, when checking out, you will need to click on “Create Account”, enter your name and email, create a password, and then check your email to verify and activate the account (you will only need to do this once).
From your customer account, you will be able to view and manage your own details, see your purchase history, current order status, and future checkouts will be much faster.
One repeat post deserves another:
Exactly what I mean by why is it so hard!
I had to buy two separate licenses because my lasers use different controllers.
NoW I CANT USE MY C02 LASER AT ALL.
I follow the renew screen prompts and when I try to check out and pay it asks for my email and password. Then it says its wrong … says no email like that is on file.
Yet I know it is correct … What a crap show.
Can I call someone and just pay so I can get some work done today?
This really sucks.
BTW you might call me a shopper but I am a customer … a paying customer.
You’ll need to use an account to make a renewal purchase. I’ve forced a password reset on your account, you should see an email to make a new password at you @me.com address.
Yes … I went to the license portal and did a “create account” but you say that account and password is not good at the Store and I need to create another one there? When I went to the store my email address worked but the password did not … now I know why. So why did you do that?
Just making it harder for a “difficult” customer. You insult my intelligence and then reset my password. This is customer service? Colin style?
The license portal and webstore are two different accounts.
Willee - I can sympathize - I had exactly the same issues and was only able to renew when I messaged Rick on the development team - who nicely explained that I would have to do to simply renew a license that I had already renewed numerous times in the past few years. I didn’t query at the time why a process that is done millions of times a day has to be so difficult and has no clear instructions available to explain the process. On reading through your interaction with the presumably
“new” Colin Worobetz Support Manager - I fear that many will receive the snarkiness he displays in his
reply
“Renewing the license is as easy a process as we can make it, but we understand if the threshold of difficulty is beyond some users and will take that under advisement.”
Well Colin - I have been using LB since its opening day and have sung it’s praises and the incredibly brilliant efforts of Jason, Rick and others in upgrading and improving an already wonderful product - but as I posted in another thread about the same problem - as great as LB is -“They have really dropped the ball with this ludicrously impenetrable method of renewals”. It seems that we now know who the “they” is. Wish Jason could fix it!!!
Regards
Bill
1 Like
Guys, please chill it with the personal attacks. It’s neither warranted nor appropriate here.
Your frustration at a process change does not justify or excuse bad behavior and you’re shamelessly putting it on display in front of the entire forum.
The reality is that while it may not be obvious the process change was made to address other shortcomings. So while this change was a personal frustration for you it was done to address other shortcomings that were causing frustrations elsewhere. This wasn’t done with any bad intention and the LightBurn team has consistently demonstrated a willingness to “make it right”.
So can we just chill and get back to burning please?
2 Likes
I think I have figured out why my software stopped working and gave me the message to renew.
The computer that runs the C02 laser is not connected to the internet.
It runs the first licenses I bought from LightBurn and it was the first one to expire.
It is loaded and updated with a thumb drive from my other computer (connected to the diode laser).
The licenses for the connected computer had not expired yet and it was used to do the latest download and upgrade so both computers would be running the same version.
(you get warning messages when you transfer files from one version to another)
I wanted to try a network hard drive to transfer files from one machine to the other and that is when I connected the C02 laser to the internet. When I did that the Lightburn software connected, checked my licenses and found it had expired prior to the release of the current update running on it so it shut the software down and gave me the upgrade message.
Had I not connected the C02 laser to the internet it would have never happened.
So I am good for another year and will need to write the account password somewhere because I wont remember it a year from now.
Lightburn only is good for one year and then you have to renew it?
It is good forever. You’ll just lose access to updates after it expires.
Just to further clarify, you lose the ability to use new updates released after your expiration date. All previous updates are available to you and will work in perpetuity.
1 Like
Same thing happened to me a few months ago. Took me almost a month to get it straightened out, then the system charged me twice. Finally got it all cleared up.
Their renewal system is complicated.
I see several people have noted that they needed two licenses for grbl and co2. I found when I added a diode laser to my collection, didn’t need a different version. You might want to make this clear on the ordering page.