This chapter offers some suggestions to solve problems you might encounter in Circle.

If you registered your Zyxel Device using myZyxel, you need to manually import the Zyxel Device into Circle. For details, see Importing Zyxel Devices from Your Zyxel Account.

Check whether another user removed the Zyxel Device from Circle.

You cannot add Zyxel Devices in Circle On-cloud mode. You must add them in Nebula. Click the Refresh icon in Circle to see the latest that was created in Nebula.

In On-prem mode, you can only register Zyxel Devices to a site, not an organization nor a group.

You cannot create nor edit groups, organizations and sites in On-cloud mode in Circle. In Circle, you see the groups, organizations and sites you already set up in Nebula. Click the Refresh icon in Circle to see the latest that was created in Nebula.

Circle only supports renewable security licenses and Nebula licenses. For a full list of supported licenses, click here.

Circle only displays available licenses for your registered Zyxel Devices.

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In Circle, cancellations and refunds are not possible after an order has been submitted.

This status means that Circle tried to activate the license on a target Zyxel Device, but the activation process failed. This could happen for one of the following reasons:

The target Zyxel Device was offline.

The target Zyxel Device is running an old firmware version that does not support the licensed feature.

If just one Zyxel Device license in an organization in On-cloud mode has expired, then the whole organization license returns to the Nebula Base tier. You should either update the license for the Zyxel Device or remove it from the organization if the license for the Zyxel Device is no longer supported.

You may transfer a license active on one Zyxel Device to another Zyxel Device in the same site or another site in any organization or group that you administrate in On-prem mode only. You cannot transfer a license in On-cloud mode.

You will see the Activate button if the license is already registered (linked) to a Zyxel Device, but you did not begin using it yet.

Use Redeem if you have a license that is not yet registered (linked) to a Zyxel Device. First, select a Zyxel Device, and next use Redeem to register the license to it. Circle will then automatically activate it.

Ensure that the credit card linked to the automatic renewal license still valid. If the card has expired or is no longer functional, enter the new credit card details or add a new payment method.

You can view your license’s status from the Service Status field in My Devices.

Ensure that your service status is not hidden.

To unhide your service’s status. Go to My Devices, click the Zyxel Device with the hidden service status, click Service Status, then click the eye icon next to the service you want to unhide.

If payment fails for Nebula Device licenses in a ‘PAYG Org’, the PAYG contract status will change to Overdue in the My Device > On-cloud > Pay As You Go > General Settings screen. You then have 15 days to complete the payment. During this grace period, PAYG remains available for use.

After the 15-day grace period, PAYG will be deactivated and will show an unpaid balance. Please check your credit card information or change your credit card. For details on how to update your payment information, please refer to How to Update Your Payment Details.

This means the outstanding amount must be cleared before you can reactivate PAYG. In the My Device > On-cloud > Pay As You Go > General Settings screen, click Pay to clear the unpaid balance.

During subscription alignment, each license is extended in increments of exactly one month. For example, extending a license by 6 months changes the expiry date from January 15th to July 15th.

This means that the expiry dates of licenses in the same group, organization, or site might vary by up to one month, depending on the date each license was first activated.

In On-cloud mode, you can align license subscriptions for all Zyxel Devices in an organization, but not a site nor a group. Select an organization, and then select Zyxel Devices, to align license subscriptions for the selected Zyxel Devices.

In On-cloud mode, if the license for the selected organization is Nebula Base, you can upgrade the license to a Nebula Plus or Nebula Pro pack.

If the selected organization already has a Nebula Plus or Nebula Pro pack, then you can renew and align the same pack type, but not change from one pack to the other. For example, you cannot upgrade from the Nebula Plus pack to the Nebula Pro pack while aligning licenses. At the time of writing, you must contact customer support to upgrade in this case.