Renewing Xactimate licenses
Updated
by
Jill Bowers
When it's time to renew your subscription, you can do so in the Customer Portal.
- Select Renew Now next to the desired subscription.
Note: If you are unsure which subscription contains Xactimate projects and data, narrow down your results by entering the relevant Instance ID. Refer to our Find the Instance ID in Xactimate Admin document to learn how to find your instance ID. Enter your ID in the search field in the Customer Portal and press Enter to bring up your subscription. If you still cannot find the correct subscription, select the Show cancelled box to show more possible subscriptions.
- Select Confirm at the bottom of the page.
Note: You can make changes to billing during this process, but license counts cannot be modified until the subscription is renewed.
Troubleshooting
Renew Now button
There are a few potential reasons you might not see a Renew Now button.
The Xactware ID used to log in to the Customer Portal might not be set up as an admin user.
- Contact your company administrator to change your subscription or add the Xactware ID as an admin user.
- Review the Adding admin users in the Customer Portal document and follow its instructions to add the Xactware ID as an admin user.
- Contact the Support team.
The subscription is not eligible for renewal.
- Contact Sales. They can work with you to help you know more about your subscription, including when it ends, the licenses associated with it, and more.
- Sales is available via phone at 1-800-424-9228 from 7:00am – 5:00pm Mountain Time, Monday through Friday.
Auto-renew
Your subscription is set to auto-renew but is not renewing.
Note: This can also cause the disappearance of the Renew Now button.
- It’s possible that it is not yet time to renew your subscription. If you have questions about when your subscription should be renewed, contact Sales. Sales is available via phone at 1-800-424-9228 from 7:00am – 5:00pm Mountain Time, Monday through Friday.
- If you signed up for auto-renew but your subscription is not renewing, double check the billing information in the Customer Portal. Your information might need to be updated.
- Contact the Support team.
The Subscriptions Overview is blank
If no results appear when you look for subscriptions, contact the Support team.