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FREQUENTLY ASKED QUESTIONS
This is the person that a license is assigned to for use in Axure RP.
Subscription licenses must be assigned to the intended user in order to be used in Axure RP. Assigning perpetual licenses, on the other hand, is optional, but we recommend doing so to make it easier for you to track your licenses.
In the Axure customer portal, assignees can view license information, including their assigned license's licensee name, license key (for perpetual licenses), notes, and a few other things.
All licenses have at least one manager. By default, the owner of a license is also a manager.
Managers can view all information on perpetual licenses and most information on subscription licenses. Managers can add and edit license notes, add and remove other managers, and assign and reassign licenses.
Managers can also upgrade perpetual licenses to a higher edition. They cannot, however, change the edition of subscription licenses. This is because doing so changes the subscription's ongoing payment terms, which requires approval from the owner.
Each subscription license has a single owner. This is usually the account that originally purchased the subscription, but it may be someone else if the original owner has transferred ownership to another account.
The owner is responsible for paying a subscription license's ongoing renewals, and only the owner can view subscription payment history and change the subscription's edition and payment term.
The current owner of a subscription license may transfer ownership to another account that will assume responsibility for the subscription's payment. This can be done in the Axure customer portal.
To change the owner of a subscription, check the box to the left of the subscription and click "Change Owner" in the toolbar. In the modal that appears, you can choose a new owner from a list of current license managers, or you can manually enter the email address of the new owner in the text field provided.
WHY DON'T I SEE MY LICENSE INFORMATION IN THE PORTAL?
If you've logged in to the Axure customer portal but aren't seeing your license information listed, this means that the license's manager hasn't yet assigned it to you or made you a manager of it. To move forward, reach out to your team lead or purchasing contact to have the license assigned to you or to be made a manager of it. If you aren't sure whom to reach out to, email us at email@example.com.
CAN I ASSIGN A LICENSE TO MORE THAN ONE PERSON?
CAN I REASSIGN A LICENSE THAT IS ASSIGNED TO AN EX-EMPLOYEE?
HOW CAN I CONSOLIDATE MY LICENSES UNDER ONE ACCOUNT?
If management of your team's licenses is spread out across several accounts, you can consolidate management under a single account. To do this, have all current license managers add a single, central account as a manager to their licenses via the steps above. Then, if needed, the new central account can remove all old managers from the licenses.
THE CURRENT LICENSE MANAGER IS NO LONGER WITH OUR COMPANY. WHAT CAN I DO?
If you or your IT department has access to the old manager's email account, you can reset the password on the old manager's Axure portal account via the "Forgot password" link at portal.axure.com. Then, you can transfer management of the licenses to a current employee via the steps above.
If the old manager's email account can't be accessed, email us at firstname.lastname@example.org for help recovering your licenses.
There are two licensing options for Axure RP: perpetual licenses and subscription licenses. Perpetual licenses allow you to use Axure RP 8 and all 8.x updates for as long as you like, and subscription licenses allow you to use the latest version of Axure RP for as long as you’re subscribed.
Both perpetual and subscription licenses can be purchased at www.axure.com/buy, and you can manage your licenses at portal.axure.com. To learn how to activate Axure RP with your license, please see the Activating Your License guide.
When the new owner accepts the invitation in the customer portal, they will be prompted to provide payment information, but they will not be charged until the renewal date indicated at the top of the page. Once they have submitted their payment information, the ownership transfer will be complete.
When you click "Transfer Ownership", the new owner you selected will receive an email inviting them to accept ownership of the subscription. The new owner must accept the invitation in the Axure customer portal in order for the transfer of ownership to be completed. If they decline the invitation, you will remain the owner of the subscription. If the subscription becomes due before the transfer is accepted, the original owner's account will be charged.
CAN I PAUSE A SUBSCRIPTION?
Perpetual licenses allow you to pay once for unlimited access to the version and edition of Axure RP that you purchased, either RP 8 Pro or RP 8 Team. If needed, you can upgrade from Pro to Team after purchase.
UPGRADING FROM PRO TO TEAM
The manager of a perpetual license may upgrade it from Pro to Team edition in the Axure customer portal. (Enterprise edition is not available as a perpetual license.) Do this if you need access to the Team Projects feature.
To do this, check the box next to the license and click "Upgrade" in the toolbar. In the modal that appears, click "Upgrade Eligible Licenses". You'll be taken to an order form where you'll pay the difference between the Pro and Team editions. After the payment has been processed, you'll receive a new Team license key to enter into Axure RP.
Note: If you've received a prepaid upgrade key, click "click here" in the paragraph above the upgrade cart page. Enter the upgrade key on the following page and click "Submit". After the information has been processed, you'll receive a new Team license key to enter into Axure RP.
Subscription licenses allow you to pay for only as much time as you need with Axure RP, either on a monthly or annual basis. All three of Axure RP’s editions are available as subscriptions—Pro, Team, and Enterprise—and subscription licenses always provide access to the latest version of Axure RP.
CHANGING THE SUBSCRIPTION EDITION
The owner of a subscription license may change its edition in the Axure customer portal.
To do this, check the box next to the subscription and click "Change Edition" in the toolbar. In the modal that appears, select the edition you would like to change to from the "New Edition" dropdown. Then, click "Change Edition" and follow the prompts to complete the edition change.
If you're switching to a higher edition, you'll be prompted to pay a prorated amount for the remainder of the current subscription period, and the edition change will be effective immediately. If you're switching to a lower edition, you won't be charged anything, and the edition change will take effect at the beginning of the next subscription term.
CHANGING THE SUBSCRIPTION TERM
Axure RP subscriptions are billed on either a monthly or annual basis, and the owner of a subscription may change the billing term in the Axure customer portal.
To do this, check the box to the left of the subscription and click “Change Term” in the toolbar above the list of subscriptions. Follow the instructions in the resulting dialogs to complete the change.
If you change your billing term from monthly to annual, you will be billed immediately for the one-year term, minus a prorated amount for the current month.
If you change your billing term from annual to monthly, you will not be billed until your current year term has expired.
The owner of a subscription license may cancel it at any time in the Axure customer portal.
To do this, check the box to the left of your subscription and click "Cancel" in the toolbar above the list of subscriptions. Follow the instructions in the resulting dialogs to complete the cancellation.
After a subscription expires, the owner has one year to reactivate it in the Axure customer portal.
To do this, scroll down to the "Expired Subscriptions" section of the customer portal and check the boxes next to the subscriptions you want to reactivate. Then, click "Reactivate" at the top-left of the table. Alternatively, you can click the "Reactivate" icon to the right of a single subscription.
In the modal that appears, select the payment term you want to reactivate the subscription for, and then click the green "Reactivate" button. This will take you to a checkout page to complete the reactivation.
Licenses can be assigned and reassigned in the Axure customer portal by license managers and owners.
To assign an unassigned license, click the word "Unassigned" in the "Assigned To" column. In the text field that appears, enter the email address of the assignee and click "Save".
To reassign a currently assigned license, click the gear icon to the right of the license and select "Assign Key" from the menu. In the text field that appears, replace the current assignee's email address with the new assignee's email address. Then, click "Save".
Managers can be added and removed in the Axure customer portal by other managers (and owners, in the case of subscriptions).
To add a new manager to a license, check the box next to the license and click "Add Managers" in the toolbar. In the text area that appears, enter the email address of the new manager and click "Save".
To remove a manager from a license, check the box next to the license and click "Remove Managers" in the toolbar. In the list that appears, select the email address of the manager you want to remove and click "Remove".
Note: Subscription licenses automatically renew until cancelled.
Note: If you purchased an annual subscription by accident and would like to cancel it and switch to a monthly subscription, please email us at email@example.com.
Note: If needed, you may also leave the license unassigned at this stage. To do so, click the "Unassign" link at the bottom-left of the text field. Keep in mind, though, that subscription licenses must be assigned in order to work in Axure RP.
Note: If needed, you may withdraw the invitation before the new owner accepts it. To do this, click "Cancel" next to the "Pending ownership transfer" message.
CANCELLING A SUBSCRIPTION
REACTIVATING A SUBSCRIPTION
ADD AND REMOVE MANAGERS
ASSIGN AND REASSIGN LICENSES
VIEWING SUBSCRIPTION INVOICES
Subscription owners can view invoices for payments they've made by logging in to the Axure customer portal and switching to the "Billing" tab.
Note: Owners are only able to see invoices for their own payments. If a subscription's owner changes, the new owner cannot see invoices for payments made by the old owner.