Haven't received license key

[Ryan_Overby]

I’m hoping someone here might have a contact or maybe someone at Lansweeper sees this.

We renewed our license two weeks ago, and our sales rep was to expedite the renewal to avoid any service interruptions. Well, our license expired yesterday, we are officially unable to manage our Helpdesk, and my rep hasn't responded to any communication since Friday.

To make matters worse, there is no phone support. Every time I call Support or Sales, I just get bounced to voicemail. Has anyone else dealt with this? If anyone has a direct contact or a way to get a human on the phone, I’d really appreciate it.

[Ryan_Overby]

Hello,

Thank you for the assist. I was contacted by my sales rep and given a key however, this key will not allow me to upload it into my on prem console, says its a cloud key. We did link our on prem to the cloud site but only to leverage some Pro Features. We manage Lansweeper completely from on Prem.  Is there a way to convert this key? I don't see anywhere to add a key in the cloud, am I missing it?

[Samwise]

Hi Ryan, thank you for reaching out and for explaining what’s been going on — we’re truly sorry for the frustration and downtime this has caused. We’ve already contacted your Account Manager and asked them to connect with you as a priority to get everything sorted. If there’s anything else we can do in the meantime, please don’t hesitate to let us know.