Licensed version showing free banner after update

[JK000]

ISSUE

Hi 3CX, It seems that after the update my 3CX has a banner that states the following; "Free Hobby Edition - Your system is running in Free Mode. Only 3CX Apps can be used" can you advise to why this has happened and how to rectify as I have a paid for 4SC edition.

ALREADY TRIED / SUGGESTED

• The banner means the PBX is currently operating in Free Mode, so it is not applying the paid licence to this installation. This can happen if the licence details were not refreshed or the PBX cannot contact the activation service after the update; the banner alone does not confirm that your paid licence has been lost.There is also a licence-status mismatch: the system information available to me currently identifies this PBX as BASIC Edition, 4 SC, with a FREE status, while you report that it is paid. Please refresh/reselect the correct PBX in the support application if that option is available.On the PBX:- Open Admin → System → License.- Check the displayed edition, simultaneous-call count and expiry/status.- Use the documented Refresh action.- Sign out and back in, then check whether the banner has cleared.If refresh fails, confirm that the PBX can make outbound TCP 443 connections to `activate.3cx.com`, preferably without HTTPS inspection. Do not open that address in a browser or try to ping it; it is an activation service endpoint, not a normal website.Please paste the non-sensitive text shown under Admin → System → License after the refresh, including any error message. Do not include the licence key or credentials.
• Understood. If the License page shows your paid 4SC details correctly while the dashboard still displays “Free Hobby Edition,” the PBX has a licensing-status mismatch after the update. The cause cannot be confirmed from the banner alone, and the refresh has already been tried.This needs further investigation using the exact license-panel text, the banner text, and any related Event Log entry around the update. Do not share the licence key, credentials or tokens.For further help, visit the 3CX Community and post in 4SC forum. You will need to post it yourself; I cannot send this chat for you.

STILL OPEN

• no its still there yet my details show correctly with my license

SYSTEM

• Edition: BASIC
• Version: 20.0.1694 SP10
• Deployment: On-premise (self-managed)
• Licence: Free

 

[IrinaP_3CX]

@JK000 Please check your license tier - if it is 4SC and your edition is Basic, this mean that you indeed using s 3CX 4SC Basic edition which is our free tier. More details here https://www.3cx.com/phone-system/free-basic-edition/

You have stated that you paid for the 3CX license - perhaps you used to have a 3CX license before and it was not renewed, therefore auto-deleted. When have you obtained the current license you indicated as below?

• Edition: BASIC
• Version: 20.0.1694 SP10
• Deployment: On-premise (self-managed)
• Licence: Free