FAQs Sign In/Activation issue

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FAQ › Account > Category: Sign In/Activation issue
What are credentials?
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Credentials refer to the verification of identity or tools for authentication.
What is License key?
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A license key is a data string that verifies authorized software product access.
What is restore subscription?
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Restore subscription is a service that allows the user to use the purchased product on other platforms without being charged.
How do I delete my account?
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To delete your account, please contact our Support Team.
Where is the Sign Out button inside the application?
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In order to Sign Out from the application, go to menu File-Account and click on the Sign Out button. Another way is to click on the dropdown arrow near your email address in the top right corner, then click Sign Out.
I tried to restore my subscription, but it doesn’t work.
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If you still have trouble restoring your subscription, please contact us.
How to activate the subscription on Android device?
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To activate the subscription on Android device please follow the steps below:   
  1. First please check if you are signed in on Google Play with the account used to buy the subscription.
  2. Go inside application and go to the menu Help –  Subscriptions .
  3. Press on the Restore Editor Subscription button.  
  4. Wait for the confirmation message.
I’ve paid for the new subscription but the program keeps telling me that it’s expired.
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Please Sign Out and back Sign In with your email and password inside the application (look upper right corner for the Sign In button).
Where can I find the Account menu on an Android device?
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The Account menu for Android devices is available only in the application from our website.
Please download and install our latest application from the Download page. Then, from backstage, click on the Account menu.
What happens when I Register with a license key and I Signed In with a Standard or Business Subscription?
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If you Signed In with a Standard or Business Subscription when a license key is used to register, a message will appear, to register the application with a license key you need to Sign Out. Press on the Sign Out button from the Alert dialog or from the upper right corner.
Why is my restore subscription button grayed out?
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If the Restore Subscription button is grayed out it means that the subscription from App Store has already been restored.
I purchased Complete Editor subscription from App Store. How can I use this subscription on other platform or device?
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If you have bought your subscription from App Store and want to use it on other devices please make sure you downloaded and installed our latest application from App Store.
1. Open the application.
2. Go to menu Help-Subscriptions.
3. Press on Restore Complete Editor Subscription.
4. Wait for the confirmation message.
5. If you don’t have a Project Plan 365 account, Sign Up on our Online Portal page.
6. Sign In with your email and password inside the application in order to copy the subscription information from App Store to your Project 365 account.
7. Then, if you want to use the subscription on other device or platform you need to download and install on that device the latest app from our Download page.
8. Then Sign In with your email and password inside Project Plan 365 application (look upper right corner for Sign In button). 

Does the subscription restore when I open the application?
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The subscription from our website will be restored automatically each time you open the application. In this way, your subscription will be up to date and you don’t need to manually restore the subscription or to Sign Out and back Sign inside app.
When do I need to restore the subscription?
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You need to restore the subscription when you made some changes to your subscription information. For example, when you renew your expired subscription or you upgraded from Standard to Business Subscription. Once you open the application, the subscription will be automatically restored. 
I can't Sign in inside application.
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There are two possibilities. You purchased the application from the store (Microsoft Store, App Store, Google Play Store) and you don't need to Sign In, just go to menu Help-Subscriptions and press on Start Complete Editor Subscription. Or you purchased the application from our website and you don't remember the email address you used. Please submit a ticket to our Support Team. 

How do I modify my email address?
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To modify your email address please contact our support team https://www.projectplan365.com/contact-support/.
What does the “Restore Subscription” functionality do?
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The “Restore Subscription” functionality allows you to update your subscription information inside Project Plan 365 app.
What does the “Registration” functionality do?
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The “Registration” functionality allows you to register the application using the provided license key.
How can I Sign In on iOS device?
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Go to the backstage menu Account on your iOS device. Click on the Sign In button and enter your email and password.

The application blocks when I click on Sign In button.
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Looks like your firewall settings are preventing our app to connect to our server to activate and that's why the app blocks when you click on Sign In button.  Or maybe you connect with a VPN and that may cause the issue.​​ If you are using the application on OS X Yosemite, please submit a ticket about your issue at our Support Team.

I don’t see an option for Sign In inside Project Plan 365.
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​Please make sure you downloaded and installed our latest application from our website or Microsoft/Apple Store. On the top right corner, you should see the Sign In button.

How to activate the subscription on iOS device?
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To activate the subscription on iOS device please follow the steps below:

1. First please check if you are signed in on App Store with the account used to buy the subscription (to find this info, open Settings, Click on iTunes & App Store and on Apple ID check your email address). 

2. Go inside the application and in menu Help – Register press on the Manage Apple Store Subscription button.

3. Press on the Restore Editor Subscription button. 

4. Wait for the confirmation message. 

Why can I not edit if I did pay?
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If you have paid from a Store and cannot edit or use the application please follow the activation specific steps for the Store from which you have bought the subscription. If you purchased from our website, please Sign In with your email and password inside the application.
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