Knowledge Base

Resolving Activation Key Errors in HackerGuardian

Error Message:
"The activation key is not valid. Please check your email or contact support if the problem persists."

This issue often arises due to filtering software (e.g., SafeLink) at the customer's end, which may block the activation URL in the email. Follow the steps below to resolve the issue.

Step 1: Locate the HackerGuardian Order
Search for the customer’s order in WHMCS using:

First and last name

Company name

Email address

Once located, copy the Username or Order ID and search for it in OMS.

Step 2: Use Forgot Password Link
If the order is active in OMS:

Locate the Qualys Username in OMS.

Navigate to the link: https://pci.qualys.com/merchant/forgot_pw.php.

Paste the username in the 'User Login' field (ensure there are no spaces) and click Submit.

The customer should receive a password reset email at their registered email address.

Ask the customer to copy the new link from the email and paste the new link on a new browser or incognito mode, as stored cache results in their browser might cause an issue.

If the customer doesn't receive the new link, we proceed to Step 3 and 4 given below.

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Step 3: Verify Customer Authorization
Before proceeding with additional troubleshooting, ensure compliance with the following security protocols:

Confirm that the customer details are present on file.

Verify that the individual contacting support is an authorized user for the HackerGuardian account.

Example Scenario:
If the HackerGuardian account belongs to [email protected] but [email protected] (from the same department) contacts support, do not share the credentials unless John provides explicit approval to share them with Jane. This ensures compliance with security protocols.

Step 4: Additional Troubleshooting
If the customer does not receive the email or encounters the same error:

Option 1:

Ask the customer to provide a temporary Gmail address to resend the activation email.

Once the Gmail address is provided, coordinate with Moe to send the credentials to the customer via their Gmail account.

Option 2:

Ask if it is acceptable to securely share the activation link through the ticket thread.

If the customer agrees, coordinate with Moe to generate the credentials through Nimbus (Nimbus Link) and securely share the link with the customer.

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By following these steps, you can effectively address activation key issues while maintaining security and customer satisfaction.