If Pickware doesn't recognize your license, the cause is usually a copied database or a shop that hasn't been added to your Pickware account yet. Here you'll find the most common messages, their causes and what you can do.

Typical messages are The shop URL does not match the Pickware plugin license or Shop URL stimmt nicht mit der Pickware Plugin Lizenz überein and Fehler beim Aktualisieren der Lizenzinformationen (Error during license refresh). When connecting, the misleading note that the license is being transferred from the live shop sometimes appears as well.

The cause: when you clone or mirror a database, the installation identifier of the source system is copied along with it. The copied system then identifies itself as the live shop. This happens, for example, when you mirror your staging environment from the live shop, after a deployment from the development environment to live, or after a domain change of the staging system.

In the system where the error appears, open Settings → Extensions → Pickware, click Disconnect and then reconnect the extension to your Pickware account. If the Disconnect button is missing, update Pickware to the latest version.

If disconnecting doesn't help, delete the existing entry of the table pickware_license_bundle_plugin_installation in the database of this system. The next time you connect, the extension creates it again automatically. Then connect the extension to your Pickware account and let our support know. If needed, support will remove the old link on the Pickware side.

If you don't have your own database access, support can take care of the deletion via (S)FTP or SSH.

Exclude the table pickware_license_bundle_plugin_installation if you regularly mirror from live to staging or import a dump from live to staging or from the development environment to live. Alternatively, after cloning, restore a backup of the table from the staging environment. The data in your shop is not lost in the process.

You can find out how to get a free license for your staging environment in Set up a staging license for Pickware.

If Bei der Zuordnung der Lizenz ist ein Fehler aufgetreten (An error occurred while assigning the license) appears when connecting, with the note to check the license URL, your shop hasn't been added to your Pickware account yet. Add the shop in the Pickware account via the dropdown at the top left (Jetzt testen (Try now) or Pickware in einem weiteren Shop testen (Try Pickware in another shop)) and then click Account verbinden (Connect account) again in Shopware.

If it still doesn't work, delete your browser's session cookies and try again.

If Your Pickware subscription is insufficient appears, or an old license version is still listed in your account after switching from ERP or ERP Pro, our support needs to switch your account or license version. To do this, contact support. What information they need for this is described in How do I migrate to the new Pickware ERP, WMS & POS extension?.

If An unknown error occurred. Please contact Pickware support. appears when transmitting the usage reports, update Pickware to the latest version. The error is fixed there.

Check whether the APP_URL of your shop matches exactly the domain on which you started the trial. Then disconnect under Settings → Extensions → Pickware, reconnect and click Sync status. Disconnecting does not affect any other extensions.

After every license change made by support, it takes up to 15 minutes for your shop to apply it. It's faster if you click Sync status under Settings → Extensions → Pickware.