Licences and computers

Everything about your TrueNest Pro licence: activating it, how many computers it covers, moving it to another computer, working offline, and what happens when a subscription renews or ends.

Your licence in short

  • Your licence key arrives by e-mail after your order, in a separate message with the subject "Your TrueNest license key". It looks like TN-XXXX-XXXX-XXXX. Keep this e-mail: it is the easiest way to find your key again.
  • One key per e-mail address.
  • Solo covers 1 computer, Studio covers 2. Each subscription adds its own computers, multiplied by the quantity ordered.
  • Each monthly payment keeps your licence active for 34 days from that payment.
  • TrueNest Pro Lifetime covers 1, 2 or 3 computers for good: no monthly payment, nothing to renew.

Activate TrueNest Pro

  1. In Illustrator, open Window > Extensions > TrueNest Pro. The Activate TrueNest card covers the panel until your licence is active.
  2. Open the e-mail with your key (check your spam folder too) and copy the key. It starts with TN-.
  3. Paste it into the field and click Activate, or press Enter.
  4. The card disappears: the panel is ready.

Activation needs internet. Capitals and spaces around the key do not matter. A key never contains the characters 0, O, 1, I or L, so they cannot be mixed up.

Not installed yet? See the installation guide.

Solo and Studio: 1 or 2 computers

Each subscription covers its own computers: 1 with Solo, 2 with Studio, multiplied by the quantity ordered (Solo in a quantity of 2 covers 2 computers). Your licence is tied to each computer where you activate it.

  • A different user account on the same computer counts as another computer.
  • A Windows PC that has been renamed counts as another computer.
  • Updating or reinstalling TrueNest Pro on the same computer and user account does not count again, and you do not need to type your key again.

When every computer of a licence is in use, the panel says "This licence is already used on its maximum number of computers."

Need more computers? Add a subscription with the same e-mail address, or order a plan in a higher quantity: each Solo adds 1 computer and each Studio adds 2, on the same licence key. A second Solo gives you a second computer, but for 2 computers Studio costs less: 49.99 EUR per month instead of 2 x 29.99 EUR for two Solo subscriptions. A subscription taken on another of our stores that sells TrueNest Pro counts too.

Moving from Studio to Solo, or ending one of your subscriptions? The computers of a subscription stay covered until the end of its paid period. After that, if more computers are activated than your subscriptions cover, the panel locks on the computers activated last. Tell us which computer you stop using and we free it. Questions? Write to support@gettruenest.com.

Lifetime licence

A TrueNest Pro Lifetime licence works like a subscription for computers: it covers 1, 2 or 3 computers depending on the option you chose, multiplied by the quantity ordered, on the same licence key as your subscriptions if you use the same e-mail address, and the same rules apply to activation, to what counts as another computer, and to moving your licence to another computer (write to support, we free the old one). The difference is that it never expires: no monthly payment, nothing to renew, no renewal e-mail, and the panel never locks for a missing payment. It includes every update of the current major version, 3.x. A future major version, if we release one, may be sold separately, at a reduced price for lifetime customers.

Move your licence to another computer

  1. Write to support@gettruenest.com from the e-mail address used for your order. Give your licence key and tell us that you changed computers.
  2. We free the computer you no longer use.
  3. Install TrueNest Pro on the new computer and activate it with the same key.

There is no deactivation button in the panel: freeing a computer is always done by our support.

Internet and offline use

After activation, the panel renews its licence by itself each time you open it with an internet connection. Open Illustrator and the panel with an internet connection at least once a week. Without a connection, the panel keeps working for about two weeks after it was last online.

How your subscription keeps the licence active

  • Each monthly payment keeps your licence active for 34 days from the date of that payment: the month you paid for, plus 3 days of margin so that a renewal arriving a little late never interrupts your work.
  • After each renewal you receive an e-mail confirming the new end date. There is nothing to do: the panel picks it up by itself the next time you open it with an internet connection, and your key does not change.
  • If the panel says "Your subscription is not active" just after a renewal, quit Illustrator completely and open it again: the panel keeps its previous answer in memory until you do.
  • If a monthly payment fails, your licence stays active until 34 days after your last successful payment, and is extended again as soon as a payment goes through.

When a subscription is cancelled or ends

  • Cancelling stops the future payments of that subscription. Its computers stay covered until the end of the period you have already paid for, that is 34 days after its last payment.
  • After that date, if it was your only subscription, the panel locks the next time you open it with an internet connection, and asks for an active licence. If you have other subscriptions, your licence keeps the computers they cover. Your Illustrator files are not affected.
  • Changed your mind? Subscribe again with the same e-mail address: the same key works again, with nothing to reinstall. If the panel still shows the activation card, quit Illustrator completely and open it again.

How to cancel: Manage or cancel your subscription.

Free trial licence

  • The free trial gives a full licence for 1 computer for 7 days, starting when you place the free order. Its key arrives by e-mail with the subject "Your TrueNest 7-day free trial".
  • One trial per e-mail address. An address that has already had a trial or a licence does not receive a new trial key.
  • When the 7 days are over, the panel locks the next time you open it with an internet connection. Nothing is charged.
  • Subscribe to Solo or Studio with the same e-mail address, and your trial key becomes your full licence key.

What the licence messages mean

  • "Unknown key. Check the key you received by email."
    The key was not copied correctly. Copy it again from the e-mail, in full, including TN-.
  • "Your subscription is not active."
    The subscription has ended, or the panel has not seen its renewal yet. If it was just renewed, quit Illustrator completely and open it again. Otherwise check your subscription in your customer account, or write to support.
  • "This licence is already used on its maximum number of computers."
    Every computer of your licence is in use. It also appears on a computer already activated when your subscriptions now cover fewer computers. Write to support to free the old computer, or add a subscription with the same e-mail address to cover one more computer.
  • "This licence has been deactivated. Contact TrueNest support."
    The licence was switched off on our side. Write to support.
  • "Could not read the machine id." or "Could not identify this computer."
    The panel could not recognise the computer. Quit Illustrator completely, open it again and try once more.
  • "Activation is temporarily unavailable."
    This needs a fix on our side: write to support@gettruenest.com.
  • "Quit Illustrator completely and open it again, then try once more."
    Most often Illustrator was not restarted after an installation, an update or a renewal: restart it and try again. If it still fails, open https://api.gettruenest.com/health in your browser on the same computer. If the page opens, your connection works and something on the computer is blocking the panel (antivirus, firewall): write to support. If it does not open, try another network, such as your phone's hotspot.
  • "Something answered instead of the licence server"
    A filter on your network (company proxy, hotel or public wifi) is blocking the connection. Try another network, such as your phone's hotspot. If it continues, send a screenshot to support: the text in square brackets says what is blocking.

Any other question? Write to support@gettruenest.com.