Where to Find Your Purchase Email and Product Key

You need two details to activate SoftwareRoad Knowledge Base:

• The email address used when purchasing the plugin
• Your SoftwareRoad Knowledge Base product key

Both details must match the active subscription connected to your order.

Finding your purchase email

Your purchase email is the email address entered when the SoftwareRoad Knowledge Base subscription was bought.

This is usually the address where you received:

• Your order confirmation
• Your payment receipt
• Your product key
• Subscription emails
• Renewal notifications

If you use several email addresses, search each inbox for emails containing:

• SoftwareRoad
• SoftwareRoad Knowledge Base
• Product key
• Licence
• Order confirmation

Also check your spam or junk folder in case the original email was filtered.

Why the purchase email must match

The licence server checks the email address and product key together.

A valid product key may still be rejected if it is entered with a different email address.

For example, if the subscription was purchased using:

[email protected]

you must use that exact email address on the activation screen.

Entering another address used by your business or WordPress administrator account will not work unless it is the address connected to the purchase.

The email address is not case-sensitive, but it should otherwise match the address on the order.

Finding your product key

Your product key is supplied after purchasing SoftwareRoad Knowledge Base.

It should look similar to:

SRKB-ABCD-EFGH-JKLM

The letters and numbers shown above are only an example. Your own key will be different.

Look for the key in:

• Your SoftwareRoad order email
• Your licence email
• Your subscription confirmation
• Your SoftwareRoad customer account, where available

Copy the complete key, including every section.

Product key format

A SoftwareRoad Knowledge Base key normally begins with:

SRKB-

It is then followed by several groups of letters and numbers separated by hyphens.

For example:

SRKB-ABCD-EFGH-JKLM

The key is case-insensitive, so uppercase and lowercase letters are treated the same.

SoftwareRoad Knowledge Base also removes spaces automatically when the key is submitted.

Even so, copying and pasting the complete key is usually the safest option.

Do not use your order number

An order number, invoice number or payment reference is not the same as a product key.

If the value does not begin with the expected SoftwareRoad Knowledge Base key format, it is probably not the correct licence key.

Return to your original order or licence email and look for wording such as:

• Product Key
• Licence Key
• SoftwareRoad Knowledge Base Key

How to enter the licence details

Once you have found both details:

1. Sign in to your WordPress dashboard.
2. Open Knowledge Base > Activate Licence.
3. Enter the purchase email address.
4. Paste the complete product key.
5. Select Activate Licence.

The plugin will check the licence and automatically detect whether it belongs to a Monthly or Yearly subscription.

You do not need to select your plan manually.

Check for copying mistakes

If the licence is not recognised, check the product key carefully.

Common copying mistakes include:

• Missing the first or last section
• Copying a space before or after the key
• Copying a full stop at the end
• Missing a hyphen
• Using an order number instead of the key
• Copying only part of the key
• Entering the key for another SoftwareRoad product

It is usually easier to copy the key directly from the licence email rather than typing it by hand.

The email address is correct but the key does not work

If you are sure the email is correct, check that:

• The full key has been entered
• The key belongs to SoftwareRoad Knowledge Base
• The Monthly or Yearly subscription is still active
• The key has not been replaced or cancelled
• The website can connect to SoftwareRoad
• There is no temporary licence server problem

Try copying the key again from the original email and submitting it once more.

The product key is correct but the email does not work

The key must be used with the email address attached to the subscription.

The correct address may not be the same as:

• Your WordPress administrator email
• Your website contact email
• Your billing department email
• Your personal email
• Your support email

Use the address that was entered during the SoftwareRoad Knowledge Base purchase.

If someone else bought the plugin for the website, ask them which email address was used.

I cannot find the original email

If the order or licence email is missing:

1. Search your inbox for SoftwareRoad.
2. Check spam, junk and deleted folders.
3. Search any other email addresses you may have used.
4. Check the account or payment records connected to the subscription.
5. Contact SoftwareRoad support if you still cannot find the details.

When contacting support, provide as much useful information as possible, such as:

• Your name
• Business name
• Website address
• Possible purchase email addresses
• Approximate purchase date

Do not publish sensitive purchase information in a public support message.

I have several product keys

Make sure you use the key that belongs to SoftwareRoad Knowledge Base.

A key for another SoftwareRoad product will not activate the plugin.

If you have several SoftwareRoad Knowledge Base keys, use the one connected to the subscription intended for that website.

The licence screen will show the detected Monthly or Yearly plan after successful activation.

Can I view the full key inside WordPress?

After activation, the Licence screen shows a masked version of the product key.

This helps prevent the complete key from being exposed to anyone who can view the WordPress dashboard.

If you need the full key again, return to the original SoftwareRoad licence email or customer account.

Keep your product key secure

Treat your product key as private account information.

Do not post it in:

• Public support forums
• Website screenshots
• Social media posts
• Public documents
• Videos showing your WordPress dashboard

When contacting SoftwareRoad support, only send the full key through a private support method when specifically requested.

What happens if you lose your key?

Losing the email does not remove the licence already saved on your website.

If SoftwareRoad Knowledge Base is still activated, the plugin should continue using the saved licence details.

However, you may need the full key again if you:

• Move the website
• Reinstall the plugin
• Remove the saved licence
• Change subscription plans
• Need to activate another eligible installation

It is worth keeping the original licence email somewhere safe.

Licence details checklist

Before activating SoftwareRoad Knowledge Base, confirm that:

• You have the email used during purchase
• You have the complete product key
• The key begins with the correct SoftwareRoad Knowledge Base prefix
• You are not using an order or invoice number
• The Monthly or Yearly subscription is active
• The key has been copied without missing characters
• The website can connect to SoftwareRoad

Once the email and product key are correct, the licence should be ready to activate.