Troubleshooting License Activation issues

This article is aimed at helping you troubleshoot some of the most common issues encountered when trying to activate your pixelgrade license, from within your Theme Dashboard page.

New license doesn’t sync to the website

This happens mainly because you either:

1. Upgraded from a free theme to the premium version
2. Switched from Envato to one of our pricing plans

1. Upgraded from a free theme to the premium version

If you used one of our free WordPress themes, you must have created a Pixelgrade.com account to link your website to our licensing system.

Once you decide to go PRO, the new license should sync automatically on your website. If it doesn’t, then there are two reasons:

• a) You created a new account on pixelgrade.com during checkout
• b) You purchased the PRO license from Envato

a) You created a new account on pixelgrade.com during the checkout process

To fix this issue, follow these steps:

• Navigate to your Pixelgrade account and make sure your are logged in with the account that holds the PRO license.
• Log in to your WordPress website, navigate to Plugins and make sure you have the Pixelgrade Care plugin installed and activated. You must also deactivate the Pixelgrade Assistant plugin.
• Go to the Pixelgrade tab and click on the Disconnect button in the top right corner. If you are already disconnected from Pixelgrade, you can move to the next step.
• Click on Connect to Pixelgrade.com and on the page that loads, click on the Allow button.

b) You purchased the PRO license from Envato

Here’s how you can fix it:

• Navigate to the Pixelgrade account page and make sure you are logged out.
• Log in to your WordPress website, navigate to Plugins and make sure you have the Pixelgrade Care plugin installed and activated. You must also deactivate the Pixelgrade Assistant plugin (you can also delete it).
• Go to the Pixelgrade tab and click on the Disconnect button in the top right corner. If you are already disconnected from Pixelgrade, you can move to the next step.
• Click on Connect to Pixelgrade.com and, in the page that loads, click on the Continue with Envato button.
• Click the Allow button and now your Envato license should sync.

2. Switched from Envato to one of our pricing plans

To sync your new pixelgrade.com license and remove the Envato account you previously used, you need to follow these steps:

1. Navigate to your Pixelgrade account and make sure you are logged in with the account that holds the new pixelgrade.com license. Note: If you see an Expired mention next to your theme, then you are still logged in to your Envato account—log out and switch to the account created during checkout.
2. Log in to your WordPress website, go to the Pixelgrade tab, and click on the Disconnect button in the top right corner.
3. Click on Connect to Pixelgrade.com and, on the page that loads, click on the Allow button.

Now your pixelgrade.com license should sync to your website.

Invalid Token

This error means that your oAuth token has been invalidated, usually due to a previously failed login attempt.

The Fix: The easiest way to fix would be to re-generate your oAuth token by following these two simple steps:

1. From your WordPress Dashboard go to Pixelgrade → click the System Status tab.
2. Hit the Reset Pixelgrade Care Plugin Data button.

Note: This will only reset your Pixelgrade Care configuration – it will affect absolutely nothing else on your website (like posts, pages, customization changes, etc).

401 Unauthorized error

This error mostly occurs when logging in through Envato. The most common cause for this is that the token that has been generated by Envato after clicking the Login With Envato button has either expired or has been invalidated.

The Fix: Luckily there’s an easy fix for this as well. All you need to do is to follow these steps in order to regenerate your token:

1. Logout from your pixelgrade.com account.
2. Hit the Disconnect button from your WordPress Dashboard→ Pixelgrade → Disconnect (top-right corner).
3. Hit the Connect to pixelgrade.com button from your WordPress Dashboard→ Pixelgrade.

Recurrent 401 (Unauthorized) errors

This basically means that the instructions above did not fix the before mentioned error. Generally, this happens because of some sort of HTTP request caching mechanism that has been enabled on your server, which means that your server will still be trying to connect with the broken token.

The Fix: One thing you can try here would be to clear your server’s cache. This can be done by you directly or, if you’re uncomfortable doing this,  by contacting your hosting provider for additional instructions/help.