Guide
Claim and Email Verification Problems
Handle pending email verification, missing email, expired claim token, and claim-status restore behavior.
SoundSync
Troubleshooting entries
Use exact codes and request inspection before changing product setup.
| Symptom | Likely cause | Corrective action | Related code |
|---|---|---|---|
| Credential request rejected | Wrong or incomplete product credential. | Use App ID + plugin key + plugin secret; rerun Test Connection. | INVALID_APP_ID / INVALID_PLUGIN_KEY / INVALID_PLUGIN_SECRET |
| Claim stays pending | Customer has not verified email or client lost claim_id. | Resume claim-status with license_key, instance_id, and claim_id; restart claim after expiry. | PENDING_EMAIL_VERIFICATION |
| Activation locks after validation | platform explicitly denied current state. | Clear/lock according to code; do not use offline grace. | device_deactivated / subscription_payment_required |
| Grace did not apply | No prior valid cache, corrupt cache, hard denial, or expired grace. | Require online validation or activation. | Implementation-defined |