Problems with renewing subscription

[Homopolitan_AI]

Hi,

So my annual subscription expired without warning, so I went and renew it, but whatever I do, I uninstalled everything, reinstalled, I always get the following pop-up in my app

I can’t use the software and I’m behind schedule.

Please, help.

PD
I found these lines in the log:

2025-10-27 22-56-52.099 Thread: 30488 Info Checking for updates with license date QDateTime(2012-10-12 00:00:00.000 Hora de verano romance Qt::LocalTime)2025-10-27 22-56-52.099 Thread: 30488 Info Checking for updates at:  “https://api.topaz-labs.net/v2/app_state/unauthed”2025-10-27 22-56-52.099 Thread: 30488 Info Params:  QMap((“app_build_type”, QVariant(QString, “RELEASE”))(“app_cname”, QVariant(QString, “VIDEO_STUDIO”))(“app_version”, QVariant(QString, “1.0.3”))(“arch”, QVariant(QString, “x86_64”))(“cpu_supports_avx”, QVariant(QString, “true”))(“license_expiration_datetime”, QVariant(QString, “2012-10-12T00:00:00”))(“os_type”, QVariant(QString, “windows”))(“os_version”, QVariant(QString, “10.0”))(“supports_patch”, QVariant(QString, “true”)))2025-10-27 22-56-52.099 Thread: 30488 Critical refresh/auth returned not owned/expired2025-10-27 22-56-52.099 Thread: 30488 Info Sending tracking event:  “Auth State Changed”2025-10-27 22-56-52.116 Thread: 30488 Warning QVariant::save: unable to save type ‘QObject*’ (type id: 39).

2025-10-27 22-56-52.125 Thread: 30488 Info Sending tracking event:  “Application Started”2025-10-27 22-56-52.140 Thread: 30488 Info Dynamic tooltip loaded: Get Topaz Video, Topaz Photo, Topaz  Gigapixel, Bloom, Astra, Express (web  tools), mobile apps, and all new apps on release2025-10-27 22-56-52.172 Thread: 13484 Info /checkProductPrice Connected to cloud API.CloudAPI::Handling requestCloudAPI::handleCheckProductPriceCloudAPI::handleCheckProductPrice2025-10-27 22-56-52.316 Thread: 30488 Warning qrc:/videomanager/ExportsPage.qml:118: TypeError: Cannot read property ‘uid’ of undefined2025-10-27 22-56-52.316 Thread: 30488 Warning qrc:/videomanager/ExportsPage.qml:556: TypeError: Cannot read property ‘uid’ of undefined2025-10-27 22-56-52.462 Thread: 30488 Warning Network error. Status Code: QNetworkReply::InternalServerError (500) Error: "Error transferring https://api.topaz-labs.net/v2/app_state/unauthed?app_build_type=RELEASE&app_cname=VIDEO_STUDIO&app_version=1.0.3&arch=x86_64&cpu_supports_avx=true&license_expiration_datetime=2012-10-12T00%3A00%3A00&os_type=windows&os_version=10.0&supports_patch=true - server replied: " Body: “Internal Server Error”2025-10-27 22-56-52.654 Thread: 13484 Info /checkProductPrice Connected to cloud API.

[kyle.topazlabs]

Can you email the support team directly at help@topazlabs.com and send that screenshot as it is not appearing on the forum page?

[AND-E]

Hi.

I don’t know if this applies to you but, did you pay with PayPal if so, then the Auto-Renewal Subscription only works for Card payments.

For anyone in a similar situation and has paid with PayPal you’ll Find your next payment Bill Date in the Subscriptions section within the your new Account Page here’s the link

Account Page

Account | Topaz Labs

I repeat if anyone has paid with PayPal then your Subscription will not be Automatically Renewed and you will not be sent a Reminder it’s up to the individual to Manage their PayPal Subscriptions plus, you run the risk of losing your Topaz Studio Subscription and Founders Status

Hope this helps

[Homopolitan_AI]

Hi,

Just a note to confirm this issue has been solved by the support team in a timely manner.

Thanks!