Hi Daniel

Thank you for reaching out to us.

This usually happens if the purchase code is (for some reason) saved with a space in the database. So, even though it looks normal, and it is saved successfully in the plugin, it's saved with a space in front or after the code in the database.

If you know your way around the database, you can check this. Activate the code, then access your database via PHPMyAdmin (or some other tool), access wp_options table:

It is possible that your prefix is not "wp_", but something else, so if that is the case, please look for "your_prefix_options" table.

When you access it, you can search through the column "option_name". Search for the term "wdtPurchaseCodeStore":

The search will return only one row, and you need to edit it:

In "option_value" column, check if the purchase code is saved with a space before or after the code. If there's a space, delete it, and save that. It should work fine after that.

Please let me know.

Hi Daniel

Please provide me a temporary WP-admin (administrator) user for your site where this happens and your database(this is essential), so we could log in and take a look ‘from the inside’ as that’s the most efficient way to see and resolve the issue. 

We do not interfere with any data or anything else except for the plugin (in case that’s a production version of the site), and of course, we do not provide login data to third parties. 

You can write credentials here just check PRIVATE Reply so nobody can see them except us.

Hi Daniel

We can activate the license and it says that it is activated, but if we go to the Plugins page it deactivates the license for some reason. On the updates page of WordPress it offers an update for wpDT. To see what it is, we need to debug FTP, which probably returns an error and therefore deactivates the license. Your site loads slowly with us, so debugging may take some time please bare with us. You can try after activating the license to go to Updates from WordPress to update the plugin and let us know if it returns any errors.

Hi Daniel

We need the access to your FTP please, so we can perform a debugging.

Hi Daniel,

thank you for the kind reply

We don't have an option to do a teamviewer I'm afraid; this is why we request access to the files in this way.

Is there anything that we can do so that access can be granted?

Hello Daniel

Can you at least enable the ability to change the files through the Plugin Editor? We have to check this on your server, and see what the response is from our store. 

We tried accessing the site but we weren't able to before the weekend, so can you please check if the IP address is accessible, and do we need to send you our IP address in order to access the site?

Thanks, Daniel

We are able to connect to FTP with these credentials, so the ticket has been forwarded to our developer for debugging.

As soon as I hear from him, I will let you know.

Hey Daniel

The issue is with the server's permissions. Here's the complete error on the site:

And here's the highlighted issue:

You need to enable the write permissions on the server, and it will work after that: