Licensing FAQ: Read This Before Submitting a Question!

Last Updated: Nov 27, 2015 03:35PM HKT
I Just bought an XSplit license, do I need to do anything?

When you purchase a license, our system just enables the paid features for your account. The changes are done on server and thus you do not need to download anything. 

To check for license status, simply click Help -> About. The About dialog contains a badge that reflects your license. In case you think the badge is incorrect, please click here for instructions on what to do next.

I bought a license but still cannot use the paid features!

The first thing you need to do is to re-log in to XSplit. If you have just purchased your account, then you will need to make sure you are synchronized with our server in order for us to update your information based on the license that you purchased. 

If you still can’t use the licensed features, here are three other things you can look at:  

1). If you’ve already re-logged in, please check the specific transaction details for your XSplit purchase. PayPal sometimes (randomly) holds the payment temporarily for review. If this is the case, please be patient as it takes some time before PayPal finishes their review (normally between 5 to 10 days). After their approval, our system should automatically apply the license to your account. 

2). If you’ve already checked the payment and made sure it’s been approved, please make sure you are logging in using the email address you used to purchase a license. 

Note: Please ensure that you are logged in with the account that you want to purchase the license with before you click on the ‘Pay Now’ button. If you want to double check, log out then log in again to ensure that you are purchasing the license using your desired account. 

One common mistake some users make is that they do not log in using the account they intend to purchase the license with. As a result, the purchased license doesn’t go to the right account and users think the system did not record/detect the transaction correctly (which is obviously not the case. 

In case you purchased a license using an incorrect account, please contact our Licensing department
 and  tell us in the Message body the email you used to buy a license as well as your payment method so we can verify your account.

I cannot purchase using my credit card, what should i do?

PayPal currently handles all credit card payments for XSplit and unfortunately, we do not have any control on what works for them and what doesn't. But one basic tip worth sharing is to double check the credit card details inputted to PayPal. Make sure all details entered are correct. 

Here's a relevant article on 
why PayPal rejects credit card payments

 if you cannot really purchase using your credit card, Please contact our Licensing department to further assist you in purchasing a license.


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