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Licence and product key errors

Free a licence, get the editor back after a key change, or restore the connection to DXPR. Three facts explain nearly every licence question. Each account with the editing permission uses a licence. Licences are counted across every site that shares the key. And the site keeps the last licence check for up to a day.

I see "insufficient User licenses"

The full message starts "Oops, the no-code editor is not loading here because there are insufficient User licenses included in your DXPR.com subscription."

How licences are counted:

  • Permission: every account in a role with Edit with DXPR Builder uses a licence, even if it never opens the editor. User 1 always counts. Excluded accounts do not.
  • Email: accounts are matched by email address across every site on the key. One person on production and staging counts once. Three test accounts count three times.
  • Order: when there are more accounts than licences, the accounts registered first keep the editor. The others see the message.

To free licences:

  1. Go to DXPR Studio > DXPR Builder > User Licenses (/admin/dxpr_studio/dxpr_builder/user_licenses).
  2. Click Exclude from editing next to accounts that should not edit.
  3. Click Delete license data next to emails that no longer have an account on this site.
  4. Remove Edit with DXPR Builder from roles that do not need it, on every site that shares the key.
  5. Clear all caches on every site.

Note: a licence assigned less than 30 days ago cannot be excluded yet. The Operations column shows "Can be excluded in" and the number of days.

Tip: you can also tick Exclude from DXPR builder editing on a user's edit form. Only roles with Administer DXPR Builder configuration see that box.

I see another limit message

  • "Only one account can use DXPR Builder on the DXPR Free tier". The Free tier allows one editor, the account named in the message. Add a paid subscription through the link in the message.
  • "Sorry, you cannot author more than ... content items". Your plan limits the number of pages built with DXPR Builder. The linked Content items page lists them. Upgrade through the link in the message.
  • "your user account does not have a valid email address". Licences are tied to email addresses. Give the account a valid address on its edit form.

I see "We are having trouble connecting to the DXPR servers"

The User Licenses table may also say "There are no billable users recorded yet." The site could not get its licence status from DXPR. A rejected product key causes the same message, so check the key first (next section).

  1. Allow outbound HTTPS from the web server to dxpr.com, and to kavya.dxpr.com if you use the AI features. Editors' browsers must reach cdn2.dxpr.com. See Using DXPR Builder behind a firewall.
  2. Run curl -I https://dxpr.com on the server. A TLS or DNS error here is a hosting problem.
  3. Open Reports > Recent log messages and look for "License info API call failed". The entry shows the error, for example cURL error 35 for a failed TLS handshake.
  4. Clear all caches. The site keeps a failed check for 30 minutes before it asks again.

My product key is not accepted

Go to DXPR Studio > DXPR Builder > General Settings (/admin/dxpr_studio/dxpr_builder/settings) and open the License section. What you check depends on Storage method.

With Configuration storage, you paste the key into Product key and the form checks it when you click Save settings:

  • "Invalid product key. Copy the complete key without extra spaces." Copy the whole key again. Delete any space or line break at the end of the field. A key made for DXPR Builder 1.x also shows this error; paste your current key instead.

With Key module, the key lives in the Key entity selected under Key, and the form checks that key's value. "The selected key does not hold a valid product key." means it holds another secret, such as an AI provider's key, or a broken key. Pick the right key, or go to Configuration > System > Keys (/admin/config/system/keys), edit that key and paste the whole product key as its value.

After a change, clear all caches. The site keeps a successful licence check for 24 hours.

Note: staging and development copies need the key as well. They share licences with production through email matching.

Tip: on production, use Key module with a key that reads an environment variable or a file. A key with the Configuration provider is still exported with your configuration.

Confirm the fix

Reload the page in a private window as an editor. The message is gone and the User Licenses table lists the expected accounts.

What's next?

Managing licences for plan limits and the day-to-day use of the table.

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