Problem with the activation

[fbaranger12]

Hello everyone !

I just purchased a licence for Video AI and I’m having a problem: the activation isn’t working.

When I launch the programme, I fill in the required fields in the window that appears (ID and password, which I use to log into my account on the website), but the window remains frozen and prevents me from accessing the programme.

I’ve tried everything: uninstalling, deleting the registry, reinstalling, restarting, disabling the firewall.
Nothing works.

I’ve seen in other posts that many people seem to have this problem.
Is there no way for Topaz to resolve this?
Should I request a refund?

It’s a shame, as this programme seemed really useful for what I need to do.
But after paying £250, it’s a bit annoying to be blocked by a bug that seems to be old and hasn’t been resolved…

Thank you in advance for your help.

[kyle.topazlabs]

Can you pull the logs from the app and send to the support team at help@topazlabs.com?

To gather logs, please select Help > Logging > Get Logs for Support and attach the zip file to your reply.

Here is a video to help with the steps of how to collect the logs.

The team is working on getting these authentication errors resolved.

[jason.felmingham]

I have the same problem with version 7… so I went back to version 6 and that worked as expected, then back to version 7 again and still no joy. I also tried offline license too but that also failed. I have a pro account.

[pleochroic]

Hello fbaranger12,

I had an activation problem with Topaz Photo AI yesterday (08-28-2025). I logged into my Topaz online account, and clicked Activate. Then I went back to Photo AI. This time I clicked “Activate with email”.

Perservance in this case paid off. Just seconds later, the software was activated, and I was on my way.

Best,
Michael