Service & License FAQ - Zyxel Community

[Marketplace] How do I know what licenses to select?
Device Licenses can suggest the best license(s) for your selected Zyxel Device. To view all licenses available for a selected Zyxel Device, select a deivce in Device Licenses, then click Edit in License Selection. You will also see which licenses are contained in a pack and which ones are individual licenses. If you can't…
[Marketplace] How can I know if licenses I bought are successfully applied to the Zyxel Device?
Go to Device Licenses > My Device List, select a Zyxel Device to display the License Status. Alternatively, log into the Zyxel Device and check the registration service screen.
[Marketplace] What should I do if a license not successfully applied to the Zyxel Device?
Log into the Zyxel Device and check the firmware version. Upload the firmware on the Zyxel Device to the latest version. After the firmware has uploaded, and the Zyxel Device has rebooted, log into the Zyxel Device again and check the registration service screen. You can also log into myZyxel and see that myZyxel has…
[Marketplace] How can I know if I have successfully bought licenses using Software Licenses?
Once payment is confirmed, the license key is sent to your billing email address. Check your spam folder if it is not in your Inbox. You can also check licenses you bought in Order History.
[Marketplace] How can I see invoices for licenses I have bought?
Go to Order History in the navigation panel. You may also download invoices for licenses you have bought here.
[Marketplace] Can I return licenses after I buy them or get a refund for unexpired licenses?
Yes, you can. For more detailed information, please check the URL below: https://www.zyxel.com/global/en/online-license-store-terms
[Marketplace] Can I transfer licenses to other Zyxel devices?
Yes, in myZyxel you can transfer licenses to other Zyxel Devices that you own.
[Marketplace] Which licenses can be renewed automatically?
At the time of writing, auto-renewal is available for the Gold Security Pack license for the ATP and USG FLEX Series. The UTM Security Pack license is for the USG FLEX Series.
[Marketplace] Is auto-renewal available for Software Licenses, such as Nebula, Connect & Protect, an
No, it is not. The Auto-Renewal is only available for the ATP (Gold Security Pack) and USG FLEX (UTM and Gold Security Pack)Series. The Software Licenses have to renew manually.
[Marketplace] How do I renew licenses?
There are two ways. For Auto-Renewal, go to License Store >Device Licenses and click the AUTO-RENEWAL button on the far right. For Standard licenses, go to License Store > Device Licenses, select a device, then click Go to License Selection.
[Marketplace] Does the charge for a new license occur after the current license expires?
The charge for the first renewal occurs immediately after payment is processed. The next charge occurs when there are fewer than 25 hours remaining on the extended service.
[Marketplace] Can I use a coupon code for each renewal?
You can only use a coupon code for the first renewal only.
[Marketplace] How do I cancel auto-renewal?
If you want to cancel the Auto-Renewal, you can follow the steps below: Step 1. Go to My Plan Step 2. Choose the device you want to cancel Step3. Then click Cancel Plan. Step 4. Confirm in the pop-up dialogue. Once you complete the unsubscribe the Auto-Renewal, there will be no lights and grey out.
[Marketplace] May I request a refund?
Yes, you may request a refund in Marketplace or Circle. Conditions apply if you cancel a plan before the contract is over. See for the latest information.
[Marketplace] What happens if I auto-renew, but payment fails?
Zyxel will send a payment fail notice to you and advise you to update your payment details to avoid subscription cancellation. Your subscription will be canceled automatically after 15 days overdue. In that case, please contact customer support for further assistance.
[Marketplace] Which series are available for auto-renew?
The ATP and USG FLEX Series. ATP Series: Gold Security Pack USG FLEX Series: Gold & UTM Security Pack
[Marketplace] Where can I renew my license?
You can renew your license from Marketplace, Circle and Nebula Control Center.
[Marketplace] How can I know the license price which I have no device?
You can contact us through the Marketplace Support in the lower right of the Marketplace for more information!
[Marketplace] How can I have the proforma invoice?
We’re sorry that we do not provide the proforma invoice.
[Marketplace] Where can I purchase license online?
If you’re an end customer, you can purchase the license from the Marketplace or Nebula Control Center; We also have Circle for our partner to purchase the license.

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