Name is required.
Email address is required.
Invalid email address
Answer is required.
Exceeding max length of 5KB

Problems upgrading my premium account to jw 7


Hmm. Something isn't right with this update.
We have notified our Support Team and we'll update your account as soon we we can.

How long can this fix take?

31 Community Answers

heustess

User  
1 rated :

I'm having the same problem.

fs1006

User  
0 rated :

well 2 days passed hope this is fixed today :(

s...

User  
0 rated :

I have this same problem too, I've upgraded some players to JW7 and they are having issues with the share icon showing up on the right side of the video.

fs1006

User  
0 rated :

my issue is i have no new key on my account manager since its not upgrading so i need this fixed asap since win 10 is releasing in 2 days

heustess

User  
0 rated :

I'm glad to see that I am not the only one who is unable to upgrade my dashboard, get the new jwplayer 7, or get a new key. I will be extremely happy when this is fixed so I can adjust my code for jwplayer 7 and get things back to normal. Please get the upgrade fixed!

s...

User  
0 rated :

Hmm. Something isn't right with this update.

We have notified our Support Team and we'll update your account as soon we we can.

Okay

In the same boat and I updated my existing players, so hoping no sites have vids crash!

fs1006

User  
0 rated :

i guess no admins on site today? with an update?

heustess

User  
0 rated :

I can't even download the free jwplayer 7 when I enter the same email address that is registered to my pro player.

Todd

JW Player Support Agent  
0 rated :

heustess and fs1006, it looks like your accounts are in weird states because our billing system never charged you for the annual renewals. Our system never turned off your paid accounts, so you were getting paid accounts for free for a few years. I am waiting for verification from our engineers, but I believe the easiest resolution will be cancel your existing accounts so you can go back in and pay for the next year.

shaas, if your account has been upgraded, you are not having the same problem. What problem are you having with the Sharing icon? Can you include a link to a test page?

fs1006

User  
0 rated :

wait so i need to pay for jw 7?

s...

User  
0 rated :

I still see this where it says "upgrade your acconnt to JW7 when I press the button:

Hmm. Something isn't right with this update.

We have notified our Support Team and we'll update your account as soon we we can.

I'm still seeing this.

for a sample link: http://www.cannabisfn.com/mdc/kevin-harrington-ceo-of-star-shop/

The "share" icon used to be over on the left, is there a way to get it back on the left? Client request on this one. If you look at the home page as well, http://www.cannabisfn.com/, with a smaller screen the share button is kind of 1/3 the way down the right side. This all changed on the upgrade.

s...

User  
0 rated :

As always too thanks for the support! I know it can get gritty during upgrades.

s...

User  
0 rated :

Besides not being able to upgrade the default player is the only player showing in my embeds. Example: http://www.cannabisfn.com/wp-content/uploads/2015/07/jwsample.png

The lower player in this screenshot is the default player, they want the skinned one above I am choosing.

I'm taking some real heat from management over this and hope you can help me resolve the issues with the upgrade.

All the players had an upgrade button by them so that's how I started the process by upgrading players one by one. Perhaps needed to upgrade the at the Settings page first? Perhaps that is a clue.

heustess

User  
0 rated :

I sent the request to cancel the account as Todd suggested. I now want to set up a free account with the same email address and password as the old pro account. How long before I can do this? I guess it will not give me the free account until the old pro account is cleared from your records.

Todd

JW Player Support Agent  
0 rated :

I just got some further details from our Finance team. I might have misspoke (er, mistyped) earlier, so I apologize if I caused any alarm. Apparently there are a few users that purchase a special license of JW 6 in the 2012-3 time frame that did not require annual renewal.

If you are in that boat, our engineers are working on a fix that will enable you to upgrade your existing account. While we are waiting for them to deploy a fix, you can create a free JW 7 account immediately by signing up at www.jwplayer.com/pricing with an e-mail address that has never been used in our system before.

heustess

User  
0 rated :

Can I remove my cancel request? I already sent it earlier before you gave this information.

heustess

User  
0 rated :

I sent another email to billing asking that my present account not be cancelled. I had earlier asked for it to be cancelled on Todd's advice. I hope this straightens it out and the account is not cancelled so it can be upgraded to jwplayer7 pro when the engineers deploy a fix.

fs1006

User  
0 rated :

so when is my dashboard being upgraded cause yes i don't need to repay every year cause im on special package back then

heustess

User  
0 rated :

Billing was very helpful and did not cancel my account which is also one of those special one time purchase pro packages mentioned by Todd. I too am anxious to update the dashboard and player but I want to use the same email and account when I do.

fs1006

User  
0 rated :

heustess: U paid to get new player? i Paid for premium and pro on this account and another account so im stll waiting for my free upgrade to premium on either.. time is ticking support lets get this solved i hate waiting windows 10 is here and well ur dropping the ball...

heustess

User  
0 rated :

I bought jwplayer 6 pro years ago as a one time payment before the pricing changed to a yearly subscription. Jwplayer 7 pro is now the free version.

fs1006

User  
0 rated :

ahh ok yeah i bought the premium version and pro so now its waiting game for them to upgrade me

Todd

JW Player Support Agent  
1 rated :

I will update the thread as soon as I hear back regarding a timeframe for the fix for those one-time purchasers.

heustess

User  
1 rated :

Thanks, Todd. I appreciate you helping get this problem solved. We all are anxious to start using JW Player 7 as soon as possible.

Todd

JW Player Support Agent  
1 rated :

I expect this to be resolved in the next few days. I will be sure to update this thread when I get verification from our engineers that the fix was deployed.

f...

User  
0 rated :

Hi, i have the problem of upgrading to JWP7 too. Please let me know when this is fixed.

j...

User  
0 rated :

Same as everyone else. I'm bumping into the same issue.

Todd

JW Player Support Agent  
0 rated :

This resolution for this issue will be ready tomorrow. You will receive an e-mail after the fix is deployed giving you two options:
1) update your account to JW 7 Free, or
2) choose JW 7 Premium at a discounted price.

j...

User  
0 rated :

Is the resolution ready? I never received a noticed yesterday and am still having an issues upgrading the dashboard. Is there going to be an up-charge for upgrading?

Todd

JW Player Support Agent  
0 rated :

Looks like you have a JW Platform account. The upgrade process in your account would be to simply create a new player in JW 7. Your dashboard will be updated at a later time.

scott

User  
0 rated :

Todd, I just payed for the upgrade and ran into this same issue.

This question has received the maximum number of answers.