Hi Mairead,

Thanks for using our Product Support Community.

To resolve this you can refresh your licence by deleting the follow folder and file, then re-entering your subscription details. To do this: 

1. Browse to C:\ProgramData\Sage and rename the SDK Licence folder to SDK LicenceOLD.
2. Browse to C:\ProgramData\Sage\Accounts\2018 and delete the Sage.usr file.
3. Try entering the subscription Serial Number and Activation Key into the software again. Or, if you need to download the software you can download it from the following site once you've logged in: https://my.sage.co.uk/downloads/.

If the issue persists you’ll need to discuss your subscription contract status with our Subscriptions team. To do this you can contact them on 0845 245 6410. They’re available from 9am – 5pm, Monday to Friday.

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