API request call error - by maartendc - on WordPress WooCommerce support

This topic has 10 replies, 2 voices, and was last updated 3 years, 2 months ago ago by Olga Barlow

  • Avatar: maartendc
    maartendc
    Participant
    November 29, 2020 at 15:34

    Hi,
    I saw it a few times on this forum… But never solved in public.

    I just bought the theme but cannot activate it.

    Error:
    API request call error.
    1) Contact your server provider and make sure that OpenSSL system library is 1.0 or higher
    2) Make sure that your purshase code is associated with buyer. If you bought theme using guest account create account with the same email that was used during purchase process.

    What I checked
    * Open SSL is >1.0 (it is 1.1.1)
    * I bought it with an account in envato

    What can we do? Thanks for the fast help.

    Please, contact administrator
    for this information.
    9 Answers
    Avatar: Olga Barlow
    Olga Barlow
    Support staff
    November 30, 2020 at 13:49

    Hello,

    1) Could you, please, contact your hosting provider and ask if there are no limits for the outgoing/ingoing connections? To activate the theme your server should send the request to our server, our server checks the request and sends the response. Your server should get the response. If it does not work then there are some limits.
    2) Check availability of 136.243.62.35 from your source IP address.

    Regards

    Avatar: maartendc
    maartendc
    Participant
    November 30, 2020 at 14:39

    Hi,
    We asked and there are NO limits.
    The IP you asked for is available.
    At our end it looks like everything is ok….
    What is the sollution?

    Avatar: Olga Barlow
    Olga Barlow
    Support staff
    November 30, 2020 at 15:53

    Hello,

    Provide us with FTP access to your site to check the issue in more detail.

    Regards

    Avatar: maartendc
    maartendc
    Participant
    December 3, 2020 at 09:11
    Please contact administrator
    for this information.
    Avatar: Olga Barlow
    Olga Barlow
    Support staff
    December 4, 2020 at 18:07

    Hello,

    We have checked and it seems that our server is blocked in your server settings http://prntscr.com/vvwqd8
    Please, contact your hosting provider to unlock our server to be able to activate theme.

    Regards

    Avatar: maartendc
    maartendc
    Participant
    December 8, 2020 at 17:02

    Hi,
    What IP adress has your server? Maybe we need to make an exeption in the firewall.

    Avatar: Olga Barlow
    Olga Barlow
    Support staff
    December 8, 2020 at 21:38

    Hello,

    136.243.62.35

    Regards

    Avatar: maartendc
    maartendc
    Participant
    December 9, 2020 at 17:13

    This wat not the problem. Our host confirmed that your IP isn’t blocked.
    Another idea?

    Avatar: Olga Barlow
    Olga Barlow
    Support staff
    December 10, 2020 at 11:56

    Hello,

    Could they send the traceroute screenshot while they checking our server?
    In other case, we can offer you only refund.

    Regards

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