Renewing Your License
PrimeConnect licenses are annual subscriptions. To help you avoid any interruption, the application automatically checks your license status and begins prompting you 7 days before expiration. Here is how the renewal process works:
- 7 days before expiry: A renewal banner appears on the Account page showing your expiration date and a Renew button.
- Click Renew to begin the renewal process. PrimeConnect contacts the license server to extend your subscription for another year.
- Once confirmed, your expiration date updates immediately and the renewal banner disappears.
Note: Renewal requires an active internet connection. If you are offline when the renewal prompt appears, connect to the internet and try again. All local operations (import, export, delete) continue to work offline until the license actually expires.
If your license expires before you renew, PrimeConnect will show a renewal prompt on startup. You can renew at any time after expiration — your data and settings are always preserved. The new subscription period starts from the date you renew.
Changing License Tiers
You can change your license tier at any time by contacting our support team. Common tier changes include:
- Standard → Premium: Unlock unlimited company files and up to 3 machines. Prorated pricing applies — you only pay the difference for the remaining time on your current subscription.
- Premium → Standard: If you no longer need the additional capacity, you can downgrade at your next renewal date.
- Trial → Standard or Premium: Purchase a paid license and activate it in PrimeConnect. Your trial data carries over seamlessly.
To initiate a tier change, email support@tryprimeconnect.com with your license key and account email. Our team typically processes tier changes within one business day.
Deactivating a Machine
Each license tier has a defined machine limit. If you have reached your limit and need to use PrimeConnect on a different computer, you must first deactivate one of your existing machine registrations.
- Open PrimeConnect and navigate to the Account page.
- Locate the Registered Machines section, which lists all machines currently bound to your license.
- Click the Deactivate button next to the machine you want to remove.
- Confirm the deactivation when prompted. The machine slot is freed immediately.
Warning: Deactivation is immediate and requires an internet connection. Once deactivated, the old machine can no longer use PrimeConnect until it is reactivated (which counts toward your machine limit again).
Transferring to a New Computer
Replacing your workstation or setting up a new laptop? Transferring your PrimeConnect license to a new computer is straightforward. Follow these steps in order:
- Deactivate the old machine: On the old computer, open PrimeConnect → Account page → click Deactivate next to the current machine. If the old machine is no longer accessible, contact support for a remote deactivation.
- Install PrimeConnect on the new computer: Download the latest installer from tryprimeconnect.com/download and run it. No admin rights are required.
- Activate with your existing license key: Open PrimeConnect on the new computer → Account page → enter your email and license key → click Activate.
- Verification: The new machine is registered automatically. Your license tier, expiration date, and all account details carry over.
Tip: Your license transfers, but local data (settings, operation history) does not automatically migrate between machines. If you need to preserve this data, copy the contents of %LocalAppData%\PrimeConnect\data\ from the old machine to the same location on the new one before launching PrimeConnect.
Viewing License Status
The Account page in PrimeConnect is your central dashboard for all license-related information. Here is what you can see at a glance:
| Information | Description |
|---|---|
| Current Tier | Displays whether you are on Trial, Standard, or Premium. |
| Expiration Date | Shows when your license expires and how many days remain. |
| Registered Company Files | Lists all QuickBooks company files currently registered under your license with usage count versus limit. |
| Registered Machines | Lists all machines bound to your license with deactivation controls. |
| License Key | Your license key, partially masked for security. Click to reveal the full key. |
This information updates every time PrimeConnect communicates with the license server (on activation, renewal, and periodic background checks).
Billing Support
For any billing questions, payment issues, or refund requests, please reach out to our support team:
- Email: support@tryprimeconnect.com
When contacting support about a billing issue, please include the following information to help us resolve your request quickly:
- Your license key (or the last 8 characters if you prefer not to share the full key).
- The email address associated with your PrimeConnect account.
- A brief description of the issue — for example, “I was charged twice” or “I need a refund.”
- Any relevant screenshots or payment confirmation emails.
Our support team responds to billing inquiries within one business day. Refund requests are evaluated on a case-by-case basis.