VideoPress won’t let me upgrade on a self hosted site.

  • Resolved jagseven

    (@jagseven)


    11 months, 4 weeks ago

    I have bought a VideoPress licence to allow me to show more than one video on the site, but the site won’t accept it as “Jetpack: [not_same_owner] This license key is owned by a different user.”.
    OK I think that was my mistake by using the wrong email address.

    However, when I try to upgrade my “free” VideoPress account using the link “You have used your free video. Upgrade now to unlock more videos and 1TB of storage.” – I get forwarded to wordpress.com and told that I don’t have any sites and i must create one on wordpress.com. But I am self-hosted and all i want is to upgrade VideoPress!

    Can someone help by either transferring the unassigned licence that I have or allowing me to buy another licence to assign to the site?

    Thanks,
    Fergus

    The page I need help with: [log in to see the link]

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Support Erina (a11n)

    (@eri32s98)

    Hi @jagseven, you should have received an email from the Jetpack support to help with your purchase, please check your inbox. I’ll close this thread to avoid duplication.

    Thread Starter jagseven

    (@jagseven)

    Hi Erina

    Nothing received here. Can you send again please?
    Thanks.

    Plugin Support Erina (a11n)

    (@eri32s98)

    Hi @jagseven, I’ve resent the message, please check the inboxes for any email addresses that you’re using to manage the site.

    What’s happening here is that you bought the VideoPress license under a WordPress.com account which is not connected to the site, so you’ll either need to connect the account to the site, or contact us from the email address who purchased the license and request that we move it to the correct account. You can check which account is connected under My Jetpack, in the Connection section (see guide).

    You can contact us privately?via this contact form. If you choose to reach out directly, please include a link to this thread.

    Thread Starter jagseven

    (@jagseven)

    Hi Erina,

    I followed the link to the contact form, and when I try to login (it recognises my username) it still won’t log me in. I have a tab in the same browser logged in to WordPress.com and the link still asks me to login again – and it fails.
    What am I missing?
    Is there a way to email someone from “the account which has registered the Jetpack licence” with the details of the account to which the license should be transferred?

    Thanks, Fergus

Viewing 4 replies - 1 through 4 (of 4 total)
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