When you add a key, the add-in checks it. If the check fails, the pane says:
“This key is not valid for AI Categorizer. Check it in your purchase email, or contact support.”
Check these first #
- Copy the key again from your purchase email, all of it. A key is 21 characters, letters and digits only. A missing or extra character is the most common cause.
- Is it an AI Categorizer key? Keys for our other add-ins and tools do not carry AI Categorizer credits.
- Was the purchase refunded or charged back? Then the pane shows “This credit pack was refunded, so its credits are no longer available.” instead, and the key cannot be used any more.
An AI Fuzzy Match key #
If the key is for AI Fuzzy Match, the pane says so instead:
“This key belongs to AI Fuzzy Match. Credits are separate for each add-in, so add this key in AI Fuzzy Match.”
Nothing is wrong with the key, and nothing is charged. Each license key belongs to one add-in, so add it in AI Fuzzy Match, where its credits work. For AI Categorizer, buy an AI Categorizer pack, or use the 100 free credits first. Which add-in do I need? explains the difference.
Is it the key or the connection? #
If the pane says “The categorizing service is not reachable. Your results so far are saved. Try again in a few minutes.”, the key is not the problem: the add-in could not reach the service. Check your internet connection and try again in a few minutes.
Still stuck? #
Contact support with the email address you bought with. You can find your purchases and invoices in your account.