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We have recently discovered an issue with our software activation system.

If your username or password contains forwardslashes (/), asterisks (*), apostrophes (‘), parentheses () and/or square brackets [] your activation might fail with the following error:

This subscription is not for this product.

We are working to remedy this situation. In the meantime, please take a moment to check your SAPIEN account username (ID) and password for forwardslashes, asterisks, apostrophes, parentheses and/or square brackets.

To edit your username or password, go to your account info page (

If you do NOT have an asterisk and/or apostrophe in your username and/or password and you get this error, please contact us at This email address is being protected from spambots. You need JavaScript enabled to view it. or post your issue in our support forums.

If you have questions about our products, please post in our support forum.
For licensed customers, use the forum associated with your product in our Product Support Forums for Registered Customers.
For users of trial versions, please post in our Former and Future Customers - Questions forum.
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