Upgrading customer from trial license to paid license

[4x4jackson]

I went through my partner portal to upgrade a customers trial license. Everything processed through with the payment, but it just shows as an available license key in my list of assigned keys. I thought it would convert the trial license key to the new license key. What steps do I need to take to get this customer updated to the new license key?

 

[cobaltit]

If you upgraded there shouldn't be a new key, it would be the same key. If you made the mistake of buying a new key vs upgrading, then the easiest thing to do at this point is just to replace the key via the management console (assuming this isn't 3CX hosted).

 

[4x4jackson]

I did do the upgrade option through the portal, not a flat out new license purchase. This is a 3CX hosted system.

 

[cobaltit]

If you did the upgrade, then it should be the same key, not a new license key as you said. Is it the same key or is it a new license key?

 

[4x4jackson]

It is a different key. The steps I took to upgrade were...
Step 1. Clicked on "Upgrade" next to trial license in portal.
Step 2. Clicked on "Upgrade" in the next window that popped up.
Step 3. On the "Which license would you like to manage" page I selected Enterprise next to the 'edition upgrade' option and stuck with the 8SC option and added to cart. After in cart, finished the purchase with payment info.

After everything was complete, I now see a new license at the bottom of the "Assigned keys" list on my portal, but the old trial key is still showing for the system I just went through the upgrade process for which still shows as the Standard (free) 8SC key.

I did not just pick a fresh license, not sure why this happened. Hoping someone from 3CX will see the post and provide direction. I have 3 more that I'm going to be doing in the next couple weeks, so hoping to get this resolved so the next ones don't do the same thing.

 

[cobaltit]

So you can try opening a support ticket to see if they can swap out the key for you. Or you can try locating the partner contacts in the partner portal and reach out to them to see if they can scrap the new key and upgrade the existing one. They can also guide you on the correct upgrade steps. What you wrote sounds right, but I don't handle the purchasing/upgrading of keys so I'm not 100% on that.

 

[4x4jackson]

Ok, thanks for the info @cobaltit