Helpdesk team will ask you to send over the licence details in order to verify if your licence has active SMS (Software Support and Maintenance). This happens when you forget to include the licence details in your email or haven't seen the automatic message send after the submitting the ticket which informs you about it.
Only customers with active SMS can benefit of Helpdesk support. If you want to learn more about SMS please visit: https://www.eiva.com/support
What is expected from you to send over is licence key (if you don't have it or know it anymore a screenshot from the Licence activator or About section) or serial dongle (soft dongle) number(hard dongle) type of software covered by the licence and the company name who holds it.
The licence details can be found in the activation email sent right after you made a licence purchase and looks like the below:
If you don't remember or hold the licence key used for generating the soft dongle you can go to Help - Licence Activator and click on the button called See active licences on this computer and send us a screenshot of it:
Or to Help - About and send us a screenshot of it:
The dongle serial number can be found engraved on the hard dongle. in the Wibu Key software if you open its control panel, In the Licence Activator under the See active licences on this computer or in the Help - About section under USB dongle, serial:
