Critical issue - Licence expiration bug - "Trial ended"

💬 Account & User Management
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1

Current plan level (Free, Team, Business, or Enterprise: Retool | Retool Pricing):
Monthly/Annual (if Team or Business): Business Plan
Version of Retool (if self-hosted): Self-hosted

Question / Description: All of our Retool Apps editions are all simply blocked, because of what seem to be a licence mishandle from Retool support teams.

As this is extremely critical for our operations, could we please get quick support?
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Many thank's

2

Hey @Laurin_Boujon1 thanks for raising this,

I took a look into your license key, seems it was originally given as a long-term trial which would then be revisited. It seems this trial has now expired and will now mean that you cannot make new edits to existing apps (though those apps should still be usable by end users).

I've reached out to the AE on your account to discuss this with you in private and I've extended your trial until Friday 14th to unblock you here so that y'all can continue to build while you discuss next steps with the sales team.

Please feel free to tag me again here if you don't hear anything within the next couple of days and I'll follow up internally!

If you go to org settings -> advanced -> check license key, this should refresh the key and allow you to edit again. (or it will check within the next 6 hours automatically and unblock you)

Cheers,
Isaac

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Thanks a lot for your reactivity @Isaac-H - much appreciated.

We'll clarify that with our AE and won't hesitate to keep you informed.

Best!
Laurin

4

As we are not having responses from our AE, do you know if anyone else could be available to help us solve this issue?

Many thanks,
Laurin

5

Hi @Laurin_Boujon1,

Thanks for checking in! We'll follow up internally :blush:

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Hey!

Still no response, and the deadline is in 3 days :exploding_head:
We're a bit worried, as Retool is our main app for several operational tools...

7

Hi @Laurin_Boujon1,

Thanks for checking in! I see an email from today saying the license was extended

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8

We're still getting this message on our Retool instance :cold_sweat:

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9

It was extended :slightly_smiling_face:

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10

Hello @Tess / @Isaac-H

Have you some updates regarding this process ?
Because our production cluster is blocked since this morning :confused:

Kind regards,
David Aparicio, Senior DevOps

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11

Someone just extended our trial - many thanks :slight_smile: