This means the app could not get an answer about your licence. It does not mean anything is wrong with your licence — that message would say so directly.
The words in brackets say what happened. Work through them in this order:
First, check the obvious
- Open a website on the same device. If nothing loads, the device is offline — that is the whole problem.
- On a phone, try turning Wi-Fi off so it uses mobile data, or the other way round. Some home routers and workplace networks block traffic that ordinary browsing does not use.
- Turn off any VPN or ad-blocking DNS service and try again. These are the most common cause by far.
- Wait a minute and press Activate again. A brief outage at our end fixes itself.
If you already have the app working
An established installation does not stop over this. The app keeps working for a week from the last successful check, and only warns you on screen for the final two days. If you see that warning, the device has been unable to reach us for five days or more — go through the steps above, and contact support if none of them helps.
If it says the date is wrong
A message about the clock having been moved backwards means exactly that. Set the device's date and time to automatic, then try again.
If none of this helps, send us a ticket with the Device ID from the licence screen and the exact words in brackets. Those two together tell us where to look.
