Open ticket for License Support
- XCALLY Knowledge (Unlicensed)
- Product Knowledge
What’s about
If you need to open a new ticket to our License Team, you can log in with your credentials on the Support Portal, contact us at http://license.xcallymotion.com and enter your request:
Choosing LICENSE, you can send your request by clicking on “Need to raise a request? Contact us” and selecting which product you want to have support about the license:
Selecting Motion, you can indicate your request type:
New license rules
Please be advised that XCALLY has amended the following Terms of Service and Contractual Conditions, as per the Contract. The amendments will be effective as of 01.03.2024.
For any appropriate clarification, please contact your account reference.
Invoicing will always be the last day of the month | Advance billing procedures |
Increment Requests: the pertinent fraction will be invoiced at the earliest date | Decrease Requests: if requested by the 20th of the month it will be processed immediately, otherwise in the following month |
Request New Activation
Selecting Activate New Token, you can request to activate:
a free demo for 30 days or
a new license plan
Activate free demo
If you want to activate a new free demo for 30 days, you need to fill out the form with your request:
You can read how the license portal self-service works
(some data will be activated automatically, while others will be managed manually).Then you can proceed:
You have to accept License Agreement
choose 30 days free demo
insert your new deactivated server token number (that you can copy from XCALLY Settings menu → License):
You insert the customer name/reference and email
the system indicates what are the feature included in free demo.
You can add additional comments and send your request:
You will receive a ticket message with the outcome of the operation
clicking on “CLICK HERE TO REPLY” you can see your ticket
You can check the ticket status and the details of your request
if you need assistance you can click on Support Request
Activate a new license plan
If you want to convert your demo in a plan, you have to fill out the form with all required data.
Remember that you can use this form only if your server is not active yet
With our self-service mode:
these data will be managed automatically: | these features will be managed manually by our team after administrative check: |
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You can read how the license portal self-service works
(some data will be activated automatically, while others will be managed manually).Then you can proceed
You have to accept License Agreement
choose a New license activation
insert your deactivated server token number (that you can copy from XCALLY Settings menu → License)
You insert the customer name/reference and email
choose plan to activate (please visit this link for more information about plans):
You fill out the form with the required data and you have to confirm your choice to proceed (these data will be activated automatically)
You select extra add-ons that you need:
You can add additional comments and send your request
You will receive a ticket message with the outcome of the operation
clicking on “CLICK HERE TO REPLY” you can see your ticket
You can check the ticket status and the details of your request
if you need assistance you can click on Support Request
Modify Existing License
Selecting Modify Existing License, you can request to change your license on:
MAIN ITEMS | EXTRA ITEMS | OTHERS |
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You can read how license portal self-service works
(some data will be activated automatically, while others will be managed manually).Then you can proceed
You have to accept License Agreement
insert your active server token number (that you can copy from XCALLY Settings menu → License)
insert customer name/reference and email
You have to indicate if the action request is to ADD or REMOVE items from your license.
Selecting ADD e.g. for Agents the system will ask you the total number of items that you want active on your license
Selecting ADD, please note that if you enter any lower values than those currently in use on your license, we'll keep the original value.
You can request to enable or disable extra items, extra add-ons or change plan/support plan or billing frequency.
You can add additional comments
You have to indicate when you need the change (as soon as possible or on a specific date which you can select).
Finally, you can send your request
You will receive a ticket message with the outcome of the operation, the summary of item details managed automatically
clicking on “CLICK HERE TO REPLY” you can see your ticket
You can check the ticket status, the details of your request
if you need assistance you can click on Support Request
Grey Period / Re-activate License
If you want to re-activate a license due a token change or if your license has expired, you have to select the option Grey Period/ Re-activate License
You have to accept license agreement
you insert your customer name/reference
You need to select Grey Period reason
You can check your Grey Period reason in Settings menu → License to view which of these 3 is your case:
License expirated (Trial Mode) | License deactivated (Grey Period) | New token detected (Grey Period) |
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if grey period expirated and your license returned | If your license has gone on Grey Period | if you need to merge with a new token |
If you choose License expirated you need to indicate your token to reactivate it
If you select License deactivated you have to insert:
your token
grey period expiration date
If you choose New Token detected you need to send us:
your old token
your new token
grey period expiration date
You can add additional comments and send your request
You will receive a ticket message with the outcome of the operation
clicking on “CLICK HERE TO REPLY” you can see your ticket
You can check the ticket status and the details of your request
if you need assistance you can click on Support Request
License Migration
If you need to migrate from the V2 server to the V3 server you have to select License Migration to Motion V3
You have to accept the license agreement
you need to choose what you want to migrate
Upgrade Migration from V2 to V3 or
Moving License V3 to a new V3 server
In both cases, you have to indicate the OLD token server and NEW token server.
Moreover, you can insert your old and new public IP address.
Then you can insert additional comments and you send your request
You will receive a ticket message with the outcome of the operation
clicking on “CLICK HERE TO REPLY” you can see your ticket
You can check the ticket status and the details of your request
if you need assistance you can click on Support Request
General Requests
You can choose the form General Requests if you need to send an other type of request, not included in the previous cases.
you can indicate summary request
description
insert license token (that you can copy from XCALLY Settings menu → License) if your request is related to a server
any attachments
and Send your request
You will receive a ticket message with the outcome of the operation