License Management & Ownership FAQ

Created by Hannah Goodine, Modified on Mon, 18 Mar at 2:48 PM by Casey Guli

License Management & Ownership FAQ

When setting up your Smaart license management account and registering a Smaart license, it is important that you consider your account type, log-in credentials, and contact information carefully. Once a license is registered an an account, the account owner is considered the registered owner of all licenses in that account. 

Only the registered owner will be able to receive password reset emails. In the case of an owner dispute for license ownership or request to move licenses between accounts, Rational Acoustics determines license ownership based on the account credentials. 

Below is a list of frequently-asked-questions regarding licenses account management and ownership.

If you have any questions, concerns, or issues regarding activating or deactivating an installation of Smaart, please check out our other support articles or email us for assistance.

What is the difference between Individual and Business account types?

When setting up a Smaart License Management account you are asked to choose between an "Individual" or "Business" account type.

An Individual account is meant for a private individual who purchased a Smaart license with their own funds, solely for their own use. Whoever is listed as the account owner is considered the registered owner of the license(s) on the account. For this reason, licenses purchased by companies for use by their employees should not be registered under individual accounts. 

A Business account is meant for companies or organizations who have purchased Smaart using company funds and who may be sharing a multi-install license between employees, or who have multiple Smaart licenses registered to the same account. We highly recommend that any licenses purchased for company use be registered to a business account using a company email address and not registered to an Individual account, or an employees email address. If you do have company-owned licenses registered by an individual employee, be sure to keep track of their Account Names and Passwords so you can continue to manage the license in case they leave the company. 

Once an account is set up, the Account Name and type cannot be changed. Choose Carefully.

I am taking over an account from a previous employee. How do I change the credentials on a license management account to reflect this?

If you have the credentials (account name and password), you can login and edit the account details by navigating to the Account Details tab. You can edit the account contact name, email address, phone address, security questions, and password. You cannot change the Account Name or account type. 

Changes to the account details and login credentials must be made by you. We are unable to manually edit an account's details or login credentials

Our company purchased Smaart, but the employee who registered it no longer works here. Can you give me the Account Name and password? 

We cannot provide passwords or security answers under any circumstances. If you do not know the Account Name and password for the account holding your company's licenses and you cannot get them from the former employee, the only thing we can do is transfer the license to a new account. 

If the license is registered to a Business account in the name of your company, we will need proof of purchase for the licenses and written notification from your company that the employee that registered the license no longer works there.

If the license is registered to an Individual account, we will need written permission from the former employee who registered the licenses allowing us to transfer the license into a new account. If you are unable to obtain permission from the former employee, we may accept proof of purchase for the license and written notification from your company that the employee who registered the license no longer works there.

Our Company has multiple Smaart licenses across multiple accounts. Are we able to consolidate them into a single account?

Yes, as long as all accounts are registered to business accounts set up using your company name and/or email domain. If one of the licenses is registered to a personal account, we will need written permission from that individual to transfer the license. 

For unique circumstances, such as company acquisitions or death of an account owner, please contact us directly with details on the situation and we will assist on a case-by-case basis. 

I've been sharing a license with a friend of mine, but the license is registered to an account in their name. They changed the account login details, and now I can't access the license. Can you give me the login information or move the license to an account in my name?

Sharing of licenses between non-related individuals is not allowed under the terms of Smaart's End User Licensing Agreement (EULA). If the license is registered in your friend's name and they have locked you out of the account, there is nothing we can do.

I forgot the login to my account and the email address it was registered to no longer exists. Can you change it to my new email?

If you have forgotten your password and can no longer access the email address associated with your license management account, please contact us for assistance. For security reasons, we cannot change the email on the account for you. Instead, you will need to create a new license management account that we can transfer the license into. In order to verify you as the original account owner, you will need to provide proof of purchase for the license and answer some security questions to your original account. This process cannot be done over the phone; please submit a supper ticket or email us for assistance. 

Can I call and have you transfer a license to a different account over the phone?

All license transfer requests must be handled over email, as we require written documentation of the request for our records. We are unable to process any transfer solely over the phone (though you are welcome to call to initiate the process and ask any questions you may have).

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