Guide
Claim Verification Troubleshooting
Follow the claim status and intended account path.
SoundSync
Serial claim outcomes and recovery
| Result | What to do |
|---|---|
| pending_email_verification | Keep the product locked. Save claim_id with the serial, customer email and machine identity. Complete the private verification link, then Restore or poll claim status. |
| verified + claim_activation_token | POST /api/license/v1/activate for the same serial and machine with claim_activation_token. Verification alone is not activation or a device reservation. |
| 400 VERIFICATION_RESTART_REQUIRED | The link was not sent or has expired. Submit the email and serial to /claim again; do not poll the expired claim indefinitely. |
| 503 VERIFICATION_EMAIL_FAILED / emailSent:false | Delivery was not confirmed. Wait for service recovery and deliberately retry the claim, or contact product support. HTTP failure does not grant access. |
| SERIAL_OWNER_EMAIL_MISMATCH / SERIAL_OWNER_LOGIN_REQUIRED | Sign in to the owning customer account, verify the owner email where supported, or contact support. Do not replace the owner email or create another identity to bypass the denial. |
| identity_required / CUSTOMER_DETAILS_REQUIRED | Provide the requested identity or use the owner-login path indicated by nextAction. HTTP 200 with ok:false is not a verified claim. |
| 429, timeout or temporary server error while polling/finalizing | Maintained native clients keep a pending claim for Restore to retry. Honor retry guidance; do not clear the cache or replace the machine identity merely to retry. No offline grant is created. |
| Revoked, refunded, expired or product-mismatched serial | Stop activation and follow the purchase/support path. These are access decisions, not an eligible connectivity failure. |
Recover the existing attempt
If the link expired or was never sent, restart the claim. If ownership is verified, resume status and final activation for the same machine. A new password or marketing contact does not repair a serial claim.
For a persistent delivery failure, send product support the safe error code, package version and time. Redact serials, customer emails, account/challenge tokens and verification URLs.
SoundSync