When you add a key, the add-in checks it. If the check fails, the pane says:
“This key is not valid for AI Fuzzy Match. 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 Fuzzy Match key? Keys for my other add-ins and tools do not carry AI Fuzzy Match 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.
Is it the key or the connection? #
If the pane says “The matching 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.