Licence & credit errors

“Licence info unavailable”

The Settings → Licence panel is empty or shows “Licence info unavailable”.

Typical causes:

• No internet — the app can’t query the server
• The licence server is temporarily unreachable — wait a few minutes
• Token expired (offline > 30 days)

Fix:

1. Check internet connectivity.
2. Click Refresh licence in the panel.
3. If nothing in 5 minutes, sign out and back in.

”No active plan” — but I subscribed

You completed a Stripe payment but the Dashboard doesn’t show an active subscription.

Typical causes:

1. Webhook delay — Stripe reports a successful payment to our server roughly 5–10 seconds after the redirect.
2. Payment confirmation (SCA / 3DS) wasn’t completed — the bank is still waiting on you.
3. Invalid coupon broke the transaction.

Fix:

1. Refresh the portal page (F5 / ⌘R) after 5–10 seconds.
2. In the desktop app: Settings → Licence → Refresh licence (forces the cache).
3. If still not active after 15 minutes, contact us via the portal support form with the transaction time — we can trace the webhook log.

”Credit mismatch”

The portal shows a different credit count than the desktop app (Settings → Licence → Remaining credits).

Typical cause: the desktop app caches the licence state for 5 minutes.

Fix:

• Settings → Licence → Refresh licence
• Wait 5 minutes and retry

”Can’t start processing — no licence”

The app refuses to launch processing.

Possible reasons:

1. No active subscription AND no project credit.
2. The free trial credit has been used.
3. EULA not accepted (a new version was published).

Fix:

1. Sign in to the portal, check the Dashboard.
2. Buy a subscription or project licence (see Subscription).
3. Refresh the licence in the desktop app.

”Subscription is active but credits went to 0”

This is not an error — under an active subscription, project credits don’t get consumed. The subscription itself gives you unlimited processing.

“0 credits” simply indicates that there are no separate project credits alongside the subscription. When the subscription expires and you don’t renew, credits become your payment again.

”Invalid coupon”

The portal returns an error to your coupon code. See Coupon redemption — portal messages.

Typical issues:

• Typo — check 0/O, 1/I/l, 5/S.
• Expired coupon — every coupon has a deadline.
• Use limit reached — some coupons are bounded.
• Wrong plan — the coupon is tied to a different plan.

Offline licence expired

The desktop app supports about 30 days of offline operation via the Keychain-stored offline token. After that, you must reconnect.

Symptom: every processing attempt asks for network confirmation.

Fix: connect to a network and click Refresh in the Licence panel. You’ll have another 30 days of offline operation.

Expired bank card — auto-renew failed

Stripe couldn’t charge your subscription renewal.

Symptoms:

• Email warning “Payment failed”
• Dashboard shows “Subscription past due”
• After 3–7 days, processing is disabled

Fix:

1. Portal → Profile → Billing defaults
2. Enter new card details (via the Stripe Customer Portal)
3. Stripe retries at the next interval and the subscription resumes
4. Data syncs again

”Desktop app closed an active project” — credit mismatch

Very rarely, an unexpected crash records the credit flag incorrectly.

Fix: contact us with the project name and approximate times — we’ll trace it in the logs and refund the credit if justified.

Device revoked — processing stopped

If someone revokes the device on the portal (e.g. you yourself after selling the Mac), the app signs out at the next heartbeat.

In-flight processing stops. Partial results stay, but to continue you must sign in again — which re-registers your machine as a new device.

DroneField

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