Frequently Asked Questions


License Key Upgrade Issues

If you are encountering a problem with applying your a software license key, please select the appropriate section below that corresponds with your concern for further assistance.

Click here for general information on license keys, including how to apply them.

This means your license key has reached its maximum number of uses on multiple devices. Each Silhouette license key is limited to 3 simultaneous installations.

If possible, you may de-activate any license key from an older computer that is no longer in use. This will automatically return one of your license key allotments. To de-activate your license key from an older computer:

  1. Go to your older computer
  2. Open Silhouette Studio
  3. Go to the Help menu
  4. Select De-Activate License Key

If it is not possible for you to de-activate the license key and you require further assistance, please contact: support@silhouetteamerica.com

This error indicates that the code entered does not match any valid license key found in our system. This usually indicates that the license key code was simply typed incorrectly. 

It can also indicate that you are trying to enter your license key into the wrong software program. For example, you may have a Silhouette Connect license key that you are trying to enter into the Silhouette Studio software program.

If you experience continued concerns and have confirmed you are entering the correct license key code into the correct software program, please contact: support@silhouetteamerica.com

This message indicates that you have applied a license key that is a lower or the same level edition as the license key that is currently applied.

For example, you might encounter this error if your computer was already running the Designer Edition and you attempted to apply another Designer Edition license key, which is the same edition being run. Or you might encounter this error if your computer was running the Business Edition and you attempted to apply a Designer Edition license key, which is lower than the edition you are already running.

If you're unsure of what edition you're currently running:

  1. Open Silhouette Studio
  2. Locate activated license as follows:
    • Windows: Help > About Silhouette Studio > You should see the version number followed by a series of letters (i.e. #.#.###SSDE, SSAE or SSBE)
    • Mac: Silhouette Studio > About Silhouette Studio > You should see the version number followed by a series of letters (i.e. #.#.###SSDE, SSAE or SSBE)

Once you have located the currently active license key, please compare it with the license key type you are trying to activate.

SSDE - Designer Edition
SSAE - Designer Edition Plus
SSBE - Business Edition

If the license key is the same or a lower edition from the active version, then there is no need to proceed to activate the lower version.

If the license key is higher then the active version and you require further assistance, please contact: support@silhouetteamerica.com

This message indicates that you applied a Silhouette Studio upgrade key without first inputting the lower key that you are upgrading from.

The following licenses upgrade Silhouette Studio from the basic version to a higher version directly:

  • Designer Edition
  • Designer Edition Plus
  • Business Edition

The following licenses upgrade Silhouette Studio from a previously applied license key to an even higher upgrade.

  • Designer to Plus
  • Designer to Business
  • Plus to Business

These license keys require a lower level upgrade to be installed first before you can use them. For example, if using the "Designer to Business" license key, you must first have the Designer Edition upgrade applied.

To resolve this concern:

  1. Open Silhouette Studio
  2. Go the Help menu
  3. Select the Upgrade Silhouette Studio option
  4. Input the following:
    • Lower level license key (from basic to DE or basic to DE Plus)
    • Silhouette account email
    • Silhouette account password
  5. Select the Submit option
  6. Select the Help menu
  7. Select the Upgrade Silhouette Studio option
  8. Input the following:
    • Upgrade license key (DE to Plus, DE to BE, or DE Plus to BE)
    • Silhouette Account Email
    • Password
  9. Select the Submit option

This indicates that there is a permission error preventing the creation of the license key file in the correct folder.

To resolve this concern:

  1. Run Terminal
    NOTE: 
    To open Terminal, navigate to Applications > Utilities, and double-click on Terminal
  2. Type the following command:
    sudo chmod -R 777 "/Library/Application Support/com.aspexsoftware.Silhouette_Studio.license"
  3. Type in the computer password and press the Enter key
  4. Try the upgrade again
Did you find this helpful?

Why was this FAQ not helpful? (select all that apply)





( characters remaining)
Note: This information is only collected to improve the quality of our FAQs. This form is not monitored for assistance. If you require assistance, please contact support@silhouetteamerica.com