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Activation code error messages

You can find the activation code in your Sophos Central license schedule PDF file, which is emailed to you.

In your email, your license schedule will have the following file name: License_Schedule-[InvoiceNumber].pdf. You activation code will display as follows: XXXXX-XXXXX-XXXXX-XXXXX-XXXXX-XXXXX.

When you activate your license, you may see some error messages. The table below shows what the messages mean.

You must be a Super Admin to enter your license key.

Error code Error message What to do
AC-00000 Error activating key. Please contact Customer Support:CLOUD_SERVICE_ACCOUNT_INVALID_PRODUCT_SELECTION

Make sure the following conditions are met:

  • The license key isn't used on another Central account.
  • The features in the license don't overlap with the current license.
  • The license key isn't used for an upgrade key.
AC-00001 Please enter an activation key. Enter a valid activation code and click Apply.
AC-00002 Invalid key. See How to contact support.
AC-00003 Key is not linked to an order, please contact Customer Services. See How to contact support.
AC-00004 Key already in use or being entered into wrong Central account, please contact Customer Services.

If this message appears after you enter your activation code a second time, refresh the page, and wait for 5 minutes. If the problem persists, check your license schedule and look for the following information:

  • The customer name. Make sure you're entering the activation code into the correct Sophos Central account.
  • The description of the activation code. Make sure it's spelled and formatted properly. For example, Cloud Endpoint - Standard - 1-9 USERS - 1 MOS EXT.
AC-00005 Unable to activate key, please contact Customer Services. See How to contact support.
AC-00006 Error activating account, please contact Customer Services. See How to contact support.
AC-00007 Invalid product selection due to feature conflicts, please contact Customer Services. CLOUD_SERVICE_ACCOUNT_INVALID_PRODUCT_SELECTION. Review the products or license types you have and the products you're trying to activate.
AC-00008 Key has already been activated, please contact Customer Services. See How to contact support.
AC-00009 Key is invalid for the account, please contact Customer Services. See How to contact support.
AC-00010 Key cannot be applied to a subscription account, please contact Customer Services. See How to contact support.

How to contact support

You can contact Customer Support at Sophos support.

Make sure you have the following information ready:

  • The license number of the Sophos Central account you're trying to activate.
  • The license schedule PDF file. You can also provide the activation code details if you can't find your license schedule.
  • Any relevant information about what you're trying to do.