Manage your Securantis sites and licenses (account & supervision)

Objective

This guide explains how to view and manage Securantis licenses from your customer area: see the total and distributed number of licenses, understand the statuses “Available”, “Linked” and “Suspended”, attach a site to a license, detach a license and fix synchronization issues with your Stripe subscription.

Audience and prerequisites

• You must have a Securantis account with access to the customer area.
• If you have a paid subscription, it is managed via Stripe (cards, invoices and the quantity of renewable licenses).
• Link/detach actions are generally initiated from the Securantis interface or from the agent/plugin installed on the site (WordPress/WooCommerce or PrestaShop module) — this guide covers the centralized account-side view.

Definitions

• Total licenses: number of licenses associated with your account (active, available, suspended).
• Available: licenses not assigned to a site, ready to be activated.
• Linked (linked sites / active): licenses currently used by a site.
• Suspended / expired / revoked: out-of-service licenses — they do not count as usable until the state is restored.
• Stripe quantity (subscription): number of paid units on your annual subscription. Synchronization between the Stripe quantity and usable licenses is handled automatically, subject to the subscription status.

Steps — check status and counters

1. Open your customer area and go to the “Licenses and billing” or “My licenses” section.
2. Check the summary table: Stripe quantity (renewable), usable (active + available), available, linked sites and suspended.
3. View the detailed list of recent licenses and/or the paginated list to see each license and its status (including the linked site if applicable).

Expected result

You should be able to read: the quantity billed by Stripe, the number of usable licenses (those you can assign to sites), how many are available for activation, how many are already linked to sites and how many are inactive/suspended.

Add or increase the number of licenses

1. If you want to protect more sites, use the “Add licenses” button or option in the billing section.
2. Payment is processed via Stripe and additional licenses become available after payment confirmation. Cost is prorated according to your renewal period.
3. After payment, synchronization may automatically create new available licenses tied to your subscription: check the counter.

Cautious notes

• Do not cancel a license linked to a production site without a fallback plan: detaching removes protection on the agent side and may temporarily expose the site.
• Newly purchased licenses are not automatically linked to a site: you must activate a license from the plugin/module or via the license management interface.

Attaching a site to a license (account view)

1. From the licenses list, identify a license marked “Available”.
2. Start the linking process from the interface (or follow the instruction provided for the site agent). Typically, activation on the site triggers the association from the installed module.
3. Verify that the license changes from “Available” to “Linked” and that the site name/domain appears in the license record.

Detaching a license

1. To properly detach a site, use the option provided in the site interface (plugin/module) or from the license management if a detach action is offered.
2. Confirm the decision: detaching will free the license and make it “Available” for another site.
3. If you remove the plugin/module without detaching, the license may remain linked on the server. In that case, detach the license from the customer area or contact support.

Behavior related to the Stripe subscription

• If your Stripe subscription is canceled or if a payment fails, synchronization may suspend all licenses associated with that subscription.
• When you increase the quantity on Stripe, synchronization creates the missing licenses respecting the paid quantity (locking to avoid duplicates).
• If Stripe indicates the subscription is not active, no new licenses will be created and existing licenses may be suspended until payment resolution.

Common errors and likely causes

• Stripe counter does not match the number of usable licenses: common cause = Stripe webhooks not synchronized or processing delay; check webhooks and the subscription status in Stripe.
• A license shows “Linked” while the site does not show protection: likely synchronization latency or communication issue between the agent and the Securantis server.
• Licenses suspended due to “payment failed” or “subscription removed”: check the Stripe billing page, payment methods and invoice history.

Step-by-step troubleshooting

1. Check your Stripe subscription: is it active and is the quantity correct?
2. If you have paid and the quantity is not updated, wait a few minutes and use the synchronization function available in the customer area (if present).
3. If a license remains “Linked” after you detached the plugin/module, try to detach the license from the account; if the option is not available, contact support.
4. In case of licenses suspended after a payment, verify that the payment was properly recorded in Stripe. If Stripe shows a successful payment but licenses remain suspended, force a synchronization or contact support.

Precautions and best practices

• Before detaching or transferring a license from a production site, schedule a maintenance window.
• Keep a record of operations (screenshots, timestamps) in case of discrepancies between Stripe and your interface.
• Never send passwords by email or chat; any access must go through the secure customer area and, for a chargeable intervention, after payment.

When to contact support

Contact Securantis support if:

• The Stripe quantity and the number of usable licenses remain divergent after 30 minutes and an attempted synchronization.
• Licenses remain stuck in “Linked” status while you have properly detached the site from the plugin/module.
• Your licenses were suspended after a payment that appears to have succeeded in Stripe.
• You need an administrator to perform an exceptional action (manual reassignment, merging of licenses): these interventions may be subject to validation and commercial terms.

Information we will ask for if you contact support

• Securantis account email.
• Order ID or date and amount of the payment (never request passwords).
• URL of the affected site and license identifier if available.
• Screenshot of the licenses table and the Stripe subscription page if relevant.

Quick summary

Your customer area summarizes the Stripe quantity, usable licenses (active + available), linked licenses and suspended licenses. Purchases via Stripe add licenses after payment confirmation; problems most often stem from missed webhooks, an inactive subscription or synchronization delays. If in doubt or if a persistent discrepancy occurs, contact support attaching the requested items.