[Closed] I need to remove a site from an expired account and add it to my license

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[stephanieG-2]

Tell us what you are trying to do?
Toolset types isn't showing up on the plugins page on a site where the toolset license has expired.
I've tried reinstalling it, so I can link it to this licensed account - but that doesn't work.
I then tried to link the site to this account - but that doens't seem to do anything on the website
We tried logging in to the expired account to unlink the website - but we can't even navigate to the linked sites menu, to do that.
Is there any documentation that you are following?
can't find anything about how to de-link a site from a now expired toolset account.
Is there a similar example that we can see?
Not sure
What is the link to your site?hidden link

[Christian Cox]

Toolset types isn't showing up on the plugins page on a site where the toolset license has expired. I've tried reinstalling it, so I can link it to this licensed account - but that doesn't work.
Hi, I'll be glad to take a closer look, it is unusual that the plugin would not appear on the plugins page. But registration shouldn't have any impact on the Plugins page list, those two things are basically unrelated. Registration would impact the automatic update process, but not the functionality of the plugin itself or the visibility of the plugin in wp-admin > Plugins > Installed Plugins.

1. Is this a multisite installation, or a single site?

2. If you go to the Toolset dashboard directly, does the Toolset dashboard appear as expected, or are you shown a 404 error? Assuming you use the standard wp-admin directory structure, that dashboard URL should be hidden link . URLs in the forum are automatically hidden from public view for your security.

3. Is Toolset Types the only plugin that should be displayed but is not? For example, if you install another plugin from the Plugin Directory at hidden link does this plugin appear as expected in the Plugins list? Does the directory for this newly installed plugin appear in your wp-content/plugins folder when you check with FTP?

can't find anything about how to de-link a site from a now expired toolset account.
I checked our system for any site registration keys tied to these URLs but found none:
hidden link
hidden link

4. Was the site registered under a different domain? Can you share that here for me?

5. What can you tell me about the expired toolset account, do you have the expired account's username or associated email?
I have activated some private reply fields here for your next reply so you can share information securely. If any of the private fields don't make sense, feel free to fill in whatever dummy information is necessary to submit the reply.

[Christian Cox]

Okay thanks for the additional information.
4. The site was always on this domain - but there were multiple subdomains in an account hat had a 3 site license until end of Feb 2021
I see one site key associated with the expired account, and it's associated with a different subdomain at the URL hidden link, so that's why I didn't see it earlier when searching for the URL hidden link

2. I can't access the dashboard - it's not a 404 error - just an "access denied error" - see screenshot image attached
Okay that would be the normal behavior when Types is deactivated.

Can you try these troubleshooting steps?
- Temporarily activate a default theme like Twenty Twenty One
- Temporarily deactivate all plugins (if you want to activate a Maintenance Mode plugin during testing, that is fine)
- Check the Plugins list again
- If Types appears now as expected, reactivate your theme and other plugins one by one until the problem returns
- If Types still does not appear, we can check to see if any server-side errors are registered. If you are unfamiliar with error logs, I can show you how to activate one temporarily. These instructions are for a standard wp-config.php file. Log in to your server with FTP and download your wp-config.php file. Open that file in a basic text editor program and look for

define('WP_DEBUG', false);

Change it to:

define('WP_DEBUG', true);

Then add these lines, just after the WP_DEBUG line:

define('WP_DEBUG_LOG', dirname(__FILE__) . '/error_log.txt');
define( 'WP_DEBUG_DISPLAY', false );
@ini_set( 'display_errors', 0 );
define('WP_DISABLE_FATAL_ERROR_HANDLER',true);

Upload that file back to your server, then visit the Plugins list page again and refresh the page. If any server-side errors are registered, you will find a new file in the same directory as wp-config.php, called error_log.txt. You may need to click "refresh" in your FTP program to update the file list to see new files. Download the error_log.txt file to your computer and open it with any basic text editor program. Copy its contents and paste them in your next reply here in the forum. Then you can revert the changes you made in wp-config.php and delete the error log file from your server.

If no error log file is created, that means no server-side errors were generated. If that is the case, I'll need to take a closer look. At this point it's probably best for me to log in to wp-admin to see what's going on. Please provide login credentials in the private reply fields here. If I'm not able to find anything obvious, I may need to create a clone of the site using the All-in-One WP Migration plugin so I can run some additional tests locally. Let me know if that's okay.