Fix License Key problems

When you finish, cleanup works again, or you know the exact next step to take with Polar.

Polar is the merchant that took your payment, issued your receipt, and holds your License Key. Anything about the purchase itself, the receipt, a refund, or the key's own status is handled through Polar's customer portal, reached from the link in your purchase email. Everything else about PoppyDisk goes to support@poppydisk.com.

I cannot find the key in the email

The key is not written in the email. The email carries a link to Polar's customer portal, and the key, which starts with POPPYDISK_, is copied from there. Follow the link, copy the key, and paste it into PoppyDisk. See Buy the Clean Tier and unlock PoppyDisk.

If you cannot find the email at all, search your mailbox for Polar. If it never arrived, contact Polar through the checkout you used; PoppyDisk cannot look up your purchase.

The key was rejected

The Unlock the Clean Tier dialog shows the reason in red, and nothing changes.

1. Copy the key again from Polar's portal, not from memory or a screenshot, and paste it. The field expects the whole key, starting with POPPYDISK_.
2. If the reason says the key is not valid, revoked, or unknown, open the portal and check the key's status there. A refund or a revocation ends the key.
3. If the dialog says That key could not be checked., Polar could not be reached. See the next heading.

PoppyDisk never reports success it did not get, so a rejected key means Polar answered no, or could not be asked.

All three activations are used

Each key unlocks up to three PCs. When all three are taken, a fourth PC is refused.

1. Open Polar's customer portal from the link in your purchase email.
2. Remove the activation for a PC you no longer use.
3. Unlock the new PC with the same key. See Keep the Clean Tier working.

Polar cannot be reached and the days are counting down

The Scan result shows PoppyDisk could not check your license recently. Cleanup keeps working for some number of days.

This is the Grace Window, not a rejection. Cleanup keeps working for up to thirty days from the last successful check. Restore your internet connection at some point in that time and the check succeeds on its own; there is nothing to press. If the days run out, cleanup stops until PoppyDisk can check the key with Polar again. See Keep the Clean Tier working.

The notice says the key is no longer valid

The notice reads Your License Key is no longer valid, so cleanup is locked. Scanning stays free.

Polar gave a definitive answer that the key no longer works: revoked, expired, or unknown. Check the key's status in Polar's portal. If you have a different valid key, choose Enter a different key in the notice. Scanning, the Disk Map, and collecting items all keep working meanwhile. See What the Scan Tier and the Clean Tier include.

I moved to a new PC

Free the old PC's activation in Polar's portal, then unlock the new one with the same key. See Keep the Clean Tier working.

Still stuck

For the purchase, the receipt, a refund, or the key's status: Polar's customer portal, from the link in your purchase email. For PoppyDisk refusing a key that Polar shows as valid: write to support@poppydisk.com with the exact message in the dialog. Do not send the key itself in the first email.