Supporting Your Customers
What customers see, and quick answers to the questions they ask most.
Most licensing questions are answered by what the customer sees on their chart. Ask for a screenshot of the chart and of the Experts tab.
What the customer sees
- The FXNook Verified badge in the top-left, with the licence state.
- A popup and an
FXNook:line in the Experts tab when the check fails. - My Licences, with the status, key, expiry, trading account and last check-in.
Most common questions
| The customer says | Point them to |
|---|---|
| “MetaTrader is blocking the licence check” | Add https://fxnook.com in Tools > Options > Expert Advisors, typed, with Enter. |
| “Licence key was not recognised” | Copy the key from My Licences with the Copy button. |
| “Tied to a different trading account” | Move the licence in My Licences. |
| “Licence expired” | Buy a new licence from the product page and enter the new key, or ask FXNook support to extend the current one. |
| “Compiled with an old licensing file” | This one is yours: download a fresh licensing file, recompile and release a new version. |
Send customers to the Customer Help Center – every message has its own fix there.
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Most questions are answered by the guides above. If yours is not, our team will help.
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