When access to a plugin or theme licence is lost — an old email account, a departed employee’s login, an expired record of purchase — we work with the vendor to recover or reconcile the account, since a lost licence often isn’t actually gone, just disconnected from anyone who can currently prove ownership.
Licence recovery & vendor account reconciliation
A lost plugin or theme licence recovered or reconciled with the vendor, using whatever proof remains.
- Full backup taken before we start
- If we can’t fix it, you get your money back
- We never ask for your own password
What we need from you
- Whatever proof of original purchase you still have (an old receipt, invoice, or order number)
- Any account details you remember, even partial
- Confirmation of the current, correct account holder going forward
This or something else?
| You’ve lost access to a plugin or theme licence and need it recovered or reconciled | This fix covers it |
| You need a bug report or support case prepared instead of licence recovery | Plugin vendor bug report preparation, or Theme vendor support case preparation |
| The plugin or theme was never actually licensed to begin with | Nulled plugin/theme replacement with licensed version, a different, more foundational fix |
| You want ongoing licence and renewal tracking, not one-time recovery | Third-party dependency & licence register, in the Documentation & Handover category |
What we do
- Gather whatever proof of original purchase and account detail is available
- Contact the vendor to explain the situation and request account recovery
- Work through the vendor’s own verification process
- Reconcile the account to the current, correct owner
- Confirm licence access and, where needed, activation works correctly
What is included
- Vendor contact and a compiled recovery request
- Support through the vendor’s own verification process
- Reconciled account access to the current, correct owner
- Confirmed working licence activation
Not included
- Guaranteeing recovery, since the vendor’s own verification standards and records determine the outcome
- Purchasing a replacement licence, if recovery genuinely isn’t possible
- Bug reports or support cases unrelated to licence access itself — separate, related fixes
- Ongoing licence and renewal tracking going forward — a separate, related document
Questions about this fix
What if I have no record of the original purchase at all?
We'd still attempt recovery with whatever detail is available, though the vendor's own verification standards ultimately determine what's sufficient — we'd be honest if recovery looks unlikely.
Can you guarantee the vendor restores access?
No — this depends on the vendor's own account recovery process and what they're willing to accept as proof, which is outside our direct control.
What if recovery isn't possible?
We'd tell you plainly, and at that point purchasing a replacement licence is usually the remaining practical option.
Does this work for any plugin or theme vendor?
Most vendors have some form of account recovery process, though how straightforward it is varies considerably by vendor — we'd assess your specific situation directly.
Should I also get an ongoing licence register set up after this?
Worth considering, since exactly this kind of situation is what a licence register is meant to prevent from recurring across your other paid dependencies.
Related fixes
If this is the second time this year
A bad update breaking the site is a symptom of updates not being tested first. Care plans run every update on a staging clone before it reaches your live site, which is the actual fix for this happening again.
Your access, your rules
Create a separate admin account for us and delete it when we are done. For anything else, we get in touch and agree a method — never a form field on this site, never by reply to an email.
We back up first, always
Before anything is touched we take a full backup and keep it for 30 days. If a fix goes wrong, we put the site back exactly as it was.
If it is not what you bought
If the problem turns out smaller than what you ordered, we refund the difference. If it is bigger, we stop and send a quote before doing any extra work.
If we cannot fix it
You get back what we received. Diagnosis is on us — you only pay when the problem is actually solved. The payment processor takes its fee before the money reaches us, so we never hold it and it is not ours to return. That is true here as everywhere else.
If it comes back
Reply within seven days of delivery and we put it back on the bench at no cost. The fix is not finished until it holds.
What we are responsible for
If something goes wrong with a fix, our responsibility is limited to what you paid for it. We take a full backup first so mistakes can be undone, and we tell you before doing anything outside what you bought.