We regret to inform you that a recent problem with our billing database might have caused inconsistencies, on some of our client's accounts.
Affected accounts could present one or several of the following; missing payments and/or license keys, as well as canceled packages that shouldn't be, or are stuck on provisioning status.
The following FAQ should help you deal with the forementioned issues, please follow the instructions according to your case.
IMPORTANT: Please note that this issues are now being corrected
Q.- One or several payments are not reflected on my account, what should I do?
A.- Please send us the unique transaction ID(s) for the missing payment or payments, and we'll be happy to apply them manually for you.
Q.- One of my licenses is missing from my account, or has been canceled and it shouldn't be, can you reactivate it?
A.- No, unfortunately canceled packages cannot be reactivated, we must ask you to order a new package of the same kind, and send us the transaction ID of your last payment. We will then proceed to apply your last payment to activate your new order, or to credit your account if you already pay for the new license/service.
Q.- Why is my license shown with provisioning status, can you reactivate it?
A.- This means that the license key was damaged and could not be recovered, however if you send us the key stored in your server we'll be happy to install it on our side, and get it working for you again.
You can find the license key in "/usr/local/centovacast/etc/license.conf".
Q.- I need my license working right now, I can't wait for your billing department to clarify the missing payment, can you help me?
A.- You should consider ordering a new license to get your server up and running temporarily, you can use the new license for up to 14 days, and then cancell it for a full refund.
If you purchase a new license, you'll need to replace the key in "/usr/local/centovacast/etc/license.conf", just remember to save your old license key, in case you need it.
Then delete the old key file, and restart Centova Cast.
rm -f /usr/local/centovacast/etc/license/license.key
Q.- Why are you not responding my emails, I've been waiting a long time.
A.- Please note that our maximum response delay has been of 72 hours at most, if you have been waiting much longer than this, then most likely your email didn't came through to us. We recommend that all tickets are sent from within your client area at centova.com instead of relying on email.
We are aware of the slow response time from our billing department, this is due to the huge number of tickets regarding this issues, and the limited personell that have access to our payment gateways.
We deeply apologize for the inconvenience.
If anyone have any further questions I'll be happy to answer them for you.