Overview

This article provides information on how to handle licensing issues such as expired license keys, license key renewal, and other issues associated with licenses (i.e., renewal notifications and Accounts Portal management).

Solution

Requests for Buying, Updating or Renewing a License

GFI Software sells licenses through resellers only. GFI sells the licenses to distributors who, in turn, sell them to resellers.

If you are interested in locating GFI Software distributors and resellers (partners) across the world, please check these links:

• Find a GFI Partner/Reseller

• Find a GFI Distributor

If you need to update or renew your license, you will need to contact their respective resellers. If you do not know who your reseller is, then the Find a GFI Partner/Reseller link will provide a list of resellers which can be contacted.

Contacting the Correct Team Based on the Request Details

There are some aspects of license issues that are handled by GFI's Sales and Customers teams. The teams and issues handled by each team are listed below.

Please provide the following information when submitting a request via the GFI Customer Care Center:

• Customer ID

• License key

• Customer name

• Email address

• Description of the request

Customers Team

For these requests, submit a request via the GFI Customer Care Center.

Requests handled:

• Version upgrades/downgrades

• Key amendments that do not need reprocessing

• Customer area account problems – password retrieval, unable to log in to the account, customer details amendment requests

• Items related to reseller's accounts (customer details, disabling duplicate accounts)

• Access to the GFI Training Portal

Sales Team

For these requests, submit a request via the GFI Customer Care Center.

• New business and renewal purchase

• Temporary key extension approvals

• NFR requests approval

• Deal registration requests

• New channel partner assignment (for end-users)

• Contractual questions

• Channel Partner/Reseller Program (Gold/Silver/Bronze) queries

• Distribution discount queries

• Reseller or distributor sales and technical certificates

Finance Team

For these requests, submit a request via the GFI Customer Care Center.

• Requests to resend credit notes already issued

• Requests to pay invoices

• Queries regarding statements/payments received

Related Articles

The following article is only viewable by GFI Support

External Team Information for GFI Licensing Related Issues