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10. Frequently Asked Questions

Short answers to questions that come up regularly. Each entry links to the relevant documentation page for more detail.

Licensing​

Why doesn't my website appear in the Websites list?​

The site only appears after a successful license activation from the plugin's License tab in WordPress. If a site is missing, the activation didn't complete. Check Licensing — if the license shows 0 activations, nothing reached Tangible Cloud. See Activating a Plugin on Your Site.

My license shows Active in Tangible Cloud but the plugin says it's expired. Why?​

The site hasn't picked up the current status yet. The plugin checks in on a schedule — triggering a visit to the site, or manually running the plugin's license refresh in WordPress, will usually resolve it within a minute. If the status doesn't update, deactivate and reactivate the license on the site.

Can I move a license from one site to another?​

Yes. Deactivate the license on the old site, then activate it on the new site. The activation count stays the same — you're just moving it from one slot to another.

How many sites can I activate a single license on?​

As many as the grant's activation allowance. For a Starter-tier plugin license, that's typically one. For bundles like Creators' Club, it can be higher. Check the Activations column on the Licensing list, or the grant's allowance on the license's Grants tab.

When should I upgrade a license vs buy another one?​

Upgrade when the higher tier includes features you want applied to all your sites. Buy another when you only need more activations and want separate billing (for example, one license per client). See Upgrading a License Tier.

I'm getting authorized_url_policy_denied — what does it mean?​

The license has URL Restrictions configured and the site you're activating isn't on the allowlist. Add the host to Authorized URLs on the license's detail page and retry. See License Error Codes.

Can I use a Tangible plugin on localhost or a dev site without using a license slot?​

Yes. Activations from hosts on development TLDs (*.test, *.local, *.dev) and common dev/staging subdomains (like dev.example.com or staging.example.com) don't count against a license's activation limit — you can run the same license on a production site and its dev/staging counterparts without consuming extra slots. You can also set per-license behaviour via the Allow dev subdomains toggle on the URL Restrictions tab. See Restricting License Usage.

Billing​

How do I cancel a subscription?​

Either from the Billing page in Tangible Cloud (click Cancel on the subscription's row) or from the Stripe customer portal. Both produce the same result. See Canceling a Subscription.

Do I need a separate Stripe account to buy products?​

No. Stripe processes payments on its hosted checkout without requiring the customer to have a Stripe account. See Buying a Product.

How do I change my payment method or download an invoice?​

Click Manage Billing on the Billing page. It opens the Stripe customer portal where you can update cards, view and download invoices, and change billing addresses. See Managing Billing in Stripe.

Account and Organization​

How do I change my email address?​

You can't change it from inside Tangible Cloud — email is managed by the identity provider. Contact support to change the email on your account. See Signing Up and Signing In.

Can one user belong to multiple organizations?​

Yes. The Organizations page in the user menu lists every organization your account can access. Switching between them changes which data you see throughout Tangible Cloud. See Understanding Organizations and Members.

What happens to my licenses when I leave an organization?​

The licenses stay with the organization — they belong to it, not to you personally. Leaving only removes your membership. See Leaving an Organization.

How do I transfer organization ownership?​

Promote the person you want to take over to the Owner role on Team Members, then leave the organization (or keep your Owner role if the team needs more than one). An organization needs at least one Owner at all times.

Why can't I edit my First Name / Last Name?​

You can. Go to Settings → Account, update the fields, and click Save Changes. If you genuinely can't — the fields appear disabled or the save fails — file a support ticket.

Why did a Tangible support person make a change to my account?​

While resolving your support ticket, an agent can take a small, fixed set of scoped actions on your account — like approving a stuck connection or deactivating an unreachable site — inside an audit-logged support session. Agents can't change billing, invite or remove members, or create license keys; those are always off-limits. See 8.2 Support-session actions for the full list. If you'd prefer no actions be taken on your behalf, say so in the ticket.

Downloads and Plugins​

Are old plugin versions available for download?​

The Downloads page and product detail pages always show the latest version only. If you need a specific older version (for rollback or compatibility testing), file a support ticket.

What happens if my plugin can't reach Tangible Cloud — will it stop working?​

Short-term, no. Most Tangible plugins keep functioning on the cached license status between check-ins. Over time — days to weeks depending on the plugin — a persistent inability to reach Tangible Cloud can restrict gated features or block updates. Check your site's outbound firewall rules if check-ins start failing.

I bought a plugin but don't see it under My Products.​

Refresh the page once or twice — the record creation is driven by a webhook from Stripe that occasionally takes a minute to arrive. If it's still missing after a few minutes, contact support with the Stripe payment receipt.