Having Trouble Activating Your Id-Extras Script? Here’s What to Do
Don’t Skip This Step! Download the Latest Version!!
If you’re having trouble activating your Id-Extras product, the first thing to do is make sure you are using the latest version! This is crucial. Earlier versions are very likely not to be activate-able!
Click here to download the latest version of your script. Just type in the original email used when making the purchase. Fresh links to your product will be emailed to you immediately from server@id-extras.com.
Do not skip the above step! Nine times out of ten, it will solve your activation problems!
Error Messages You Might See
When you activate an Id-Extras add-on, it checks your purchase and Adobe account with our licensing server. Here is a list of error messages you might see, and what to do about them:
“We are unable to find a subscription for this product associated with that email.”
What it means: We can’t find a purchase for this particular product associated with that email address.
What to do: Check that you are using the email address shown on your purchase receipt. If you are sure it is correct, contact us.
“We could not find any active subscriptions for this product associated with that email.”
What it means: We found your purchase, but it is not currently active.
What to do: Check that your subscription has not expired. If you recently renewed or purchased the product, try activating again.
“Your subscription to this product expired on: [date].”
What it means: Your subscription has expired.
What to do: Renew your subscription. If you believe it should still be active, contact us.
“This product has been activated on a different Adobe account and cannot be reactivated on this account.”
What it means: Your license is already assigned to a different Adobe account.
This can happen if you have changed from one Adobe account to another. Even if both Adobe accounts belong to you, they are treated as separate accounts for licensing purposes. A license assigned to one Adobe account cannot simply be used with another Adobe account.
Moving your existing Adobe account from one computer to another should not normally cause this problem since Adobe allows you to activate the old account on the new computer.
What to do: If you need to move the license from one Adobe account to another, you will need to purchase a license transfer ($19). Once that is done, please contact us to initiate the transfer manually. Allow 2–3 business days for completion.
“We are unable to detect an Internet connection. Please make sure you are connected and try again.”
What it means: The add-on couldn’t connect to the activation server.
What to do: Check your Internet connection. If the problem persists, see “Internet, firewall and network problems” below for instructions on checking whether your firewall or network is blocking the activation server.
“Internet connection error. Please check that your Internet connection is not being blocked by a firewall or filter and try again.”
What it means: The activation server was contacted, but the expected response was not received.
What to do: See “Internet, firewall and network problems” below for instructions on checking your firewall, proxy, VPN, or network filter.
“Error: Connection Timeout. Please check that your Internet connection is not being blocked by a firewall or filter and try again.”
What it means: The activation server did not respond within the allowed time.
What to do: Sometimes, the server is very busy and a timeout can occur. This is rare, but it is worth trying to activate a few times to see if this error resolves itself after a few tries. Normally, though, it is an indication of a problematic Internet connection. See “Internet, firewall and network problems” below for instructions on checking your firewall and network settings.
“We could not verify your subscription properly at this time.”
What it means: A response was received, but it could not be verified.
What to do: Try again. If the problem persists, see “Internet, firewall and network problems” below for instructions on checking whether your network or security software is interfering with the activation.
“We were unable to verify your subscription. To prevent interruptions, please make sure that you are able to access and verify your subscription by [date].”
What it means: Your add-on was previously activated, but we temporarily couldn’t verify it. Your add-on will continue to work for a 5-day grace period.
What to do: Try activating again before the date shown. If the problem persists, see “Internet, firewall and network problems” below for instructions on checking your network connection.
Internet, firewall and network problems
For online activation, the add-on needs to connect to:
www.id-extras.com — TCP port 80 (HTTP)
The add-on starts an outgoing connection to this address and receives the activation server’s response over that same connection. You do not need to allow a separate incoming connection from the Internet to your computer.
For IT administrators
Please allow:
Outbound TCP → www.id-extras.com → port 80
The firewall must also allow the return traffic for this connection.
If your organization uses a proxy, web filter, VPN, or other security software, make sure it does not block or interfere with this connection or its response.
The activation process uses HTTP on port 80, not HTTPS on port 443.
For individual users
If you suspect your firewall is causing the problem, you can temporarily turn it off and try activation again.
If activation works with the firewall turned off, turn the firewall back on and configure it to allow the connection described above. We do not recommend leaving your firewall permanently disabled.
Windows: Open Windows Security → Firewall & network protection, select the network you are currently using, and temporarily turn Microsoft Defender Firewall off. Try activation, then turn the firewall back on.
Mac: Open System Settings → Network → Firewall and temporarily turn the firewall off. Try activation, then turn it back on.
If you use third-party security software, it may have its own firewall. In that case, you may need to temporarily disable that firewall or ask your IT administrator to create an exception.
If activation works with the firewall disabled, the permanent solution is to allow outbound TCP connections to www.id-extras.com on port 80, rather than leaving the firewall disabled.
Still having trouble?
Please contact us and include:
- The name of the add-on
- The exact error message
- The email address used for your purchase
- Your InDesign version
- Whether you use Windows or Mac
The exact error message is particularly useful because it tells us which part of the activation process is failing.
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