Wikitude SDK FAQs

Eva Triantafillopoulou

Here you will find an extract of some of the most used FAQs as they were formulated during the active period of Wikitude. Kindly note that the information provided in the end of life notice will have precendence to the information provided here below.

How can I cancel my subscription?

In order to cancel your Active subscription:
– Log into your account page here https://www.wikitude.com/my-account/.
– Select the Subscriptions link from the top menu
– Click on the specific subscription id you wish to cancel
– Click the ‘Cancel’ button.

Please note that you need to cancel your active subscription BEFORE the renewal date.
The moment you will cancel your subscription, it’s status will change from Active to Pending Cancellation. This is because you have paid for a subscription until the end of the renewal date, so until the end of the pre-paid period. When the pre-paid period ends, so right after the renewal was suppose to take place, the status of your subscription will change to Canceled.

I want to change my app ID. Can I do that?

App ID changes are normally not accepted, as specified on the purchase confirmation email and in the License Generator page (https://www.wikitude.com/my-account/licensekeys/). If you have any concerns, please contact us via info@wikitude.com.

What is the difference between a subscription and a one time fee license?

The advantages of the annual subscription: it entitles you to free SDK version updates as long as you have an active subscription; it allows you to host AR experiences in Wikitude Studio and link them in your app, including 100GB storage space; while you have an Active SDK Subscription, you can renew your Trial Key after each expiration.
On the other hand, the one-time fee does not include SDK version upgrades, no hosting feature and only 50 GB storage in Wikitude Studio.

How do I know which SDK version is my key supporting?

1. For a free Trial key:
– Trial keys generated before SDK 9.0: support all SDK versions up to and including SDK 8.10;
– Trial keys generated starting with SDK 9.0: are valid for 15 days and cover all SDK versions released in that time frame.

Example -> if the trial key was generated on 1 May 2020, then it will be valid and it will support SDK versions released until 15 May 2020. After 15 days from the moment of generation, the trial key will expire and will not function anymore.

2. For a one-time fee license (Educational, Startup, Demo, Pro, Pro 3D):
– You are entitled to use all SDK versions released before or on the day of your purchase. The latest SDK version can be found on the download page.

Example -> if you purchased a one-time fee license on 3 July 2019, this means you have access to all SDK versions released until or on 3 July 2019. As you can see in the release notes, SDK 8.5 was released on 23 June 2019 (before the date of your purchase), which means you have access to it. SDK 8.6, on the other hand, was released on 11 July 2019 (after the date of your purchase) which means your key does not include access to it or any higher version;

3. For a canceled subscription (Pro+, Pro, Pro 3D, Cloud, Enterprise):
– Subscriptions include access to SDK version updates released up to 12 months from the moment of your purchase (or renewal).
– If you cancel your subscription, you can continue with the key given to you at the beginning of the subscription year.

Example -> you started or renewed your yearly subscription on 3 July 2018. This means you have access to all SDK versions released until or on 3 July 2019. If you cancel your subscription before its renewal due on 3 July 2019, you can continue with the key given to you at the beginning of the subscription year. As you can see in the release notes, SDK 8.5 was released on 23 June 2019 (before the date of your due renewal), which means you have access to it and all the previous SDK versions. SDK 8.6, on the other hand, was released on 11 July 2019 (after the date of your due renewal) which means your key does not include access to it or any higher version.

4. For an active subscription (Pro+, Pro, Pro 3D, Cloud, Enterprise):
– Subscriptions include access to SDK versions released up to 12 months from the moment of your purchase. With each renewal, you can access a new key with access to updates for the next one year.
Example -> you started or renewed your yearly subscription on 5 September 2019. This means you are entitled to a key with access to all SDK versions released until 5 September 2020.

We made a SDK license purchase. Do we need to generate a key for each platform separately ios/android?

If you want to generate the key for a new purchase (Cloud, Pro 3D, Pro, StartUp, Demo):

– Access the Key Generator page (https://www.wikitude.com/my-account/licensekeys/);
– Find your order based on the “Order Created” date and “Order Number” and press the “Generate Key” button
– You will be able to choose the platform (iOS, Android, Windows) and fill in your app IDs. You can create separate keys for each platform or a single key for all of them;
– To create separate keys for each platform, press on the “Generate Key” button each time after you add the app ID to one platform. To create a single key for all platforms, press on the “Generate Key” button after you add all the app IDs to all the platforms. Please keep in mind that the key cannot be changed post creation to support more than one platform;
– Once the key is generated, you can download it and copy it into your project. Not sure where to enter the license key in your project?

How can I delete my account?

To comply with privacy laws, we have established a comprehensive platform to help individuals exercising the data subject rights, for the purpose of efficiently triggering the right procedure of responding to your requests and properly documenting them as required by law.
Please visit our Privacy Policy (https://www.qualcomm.com/site/privacy) for more details including how to exercise your data subject rights under the section “Your Choices” of the Privacy Policy.

What do the different Subscription statuses mean? (Cancelled, Active, Pending, On-hold)

A subscription will fall into one of the following different statuses:
– Active: This means that we have received the payment of your subscription and it is now Active.
– Pending Payment: This status indicates that the subscription has been created, but we are still waiting for the payment to hit our account.
– On-Hold: A subscription is placed On-Hold when an associated order is awaiting payment, or it has been manually suspended by the store owner or customer. A subscription can remain On-Hold indefinitely. If it was manually suspended, it will need to be manually reactivated. If it was suspended awaiting payment, it will be reactivated once that payment is processed.
– Pending Cancellation: When a subscription is manually canceled by the customer, its status is not usually transitioned to Cancelled immediately. This is because you have paid for a subscription until the end of the renewal date, so until the end of the pre-paid period, and you are entitled to use the subscription until then. When the pre-paid period ends, so right after the renewal is suppose to take place, the status of your subscription will change to Cancel.
– Canceled: The Canceled status is assigned to subscriptions when they reach the end of their pre-paid term, so right after the renewal is suppose to take place but the customer has instead canceled his active subscription.

How many apps can I develop per license?

One license entitles you to one app that can be deployed on iOS, Android, and Windows. To publish multiple apps you can either purchase multiple licenses via the online store or you might consider the Enterprise solution.

I need technical support. How can I access that?

We kindly ask you to start by double-checking the documentation If this doesn’t help, please contact us via info@wikitude.com. Keep in mind that response times in the forum may vary according to the severity of a possible issue, the time needed for investigation and checking.

When contacting, provide all the details on the topic, including:
– Which version of the Wikitude SDK are you using (eg.: Wikitude SDK 7.2, Wikitude SDK 8.1, etc)?
– Which SDK are you working with (Unity, Android Native/JS, iOS Native /JS, Windows, Cordova, Xamarin)? What version of the platform (eg: Unity 5.5.6, Cordova 4.3.0, Android Studio 3.0, etc);
– What device does this happen with – OS Version and device model (eg: Sony Xperia F5321, Android 8.0)?
– Is this happening with the sample app or in your own app? If it happens with your own app, does the sample app work on your device?
– A video demonstrating your issue so we can check how we can reproduce this
– The crash log (should it be the case)

I have a purchase. What SDK version am I entitle to use?

1. For a free Trial key:
– Trial keys generated before SDK 9.0: support all SDK versions up to and including SDK 8.10;
– Trial keys generated starting with SDK 9.0: are valid for 14 days and cover all SDK versions released in that time frame.

Example -> if the trial key was generated on 1 May 2020, then it will be valid and it will support SDK versions released until 15 May 2020. After 15 days from the moment of generation, the trial key will expire and will not function anymore.

2. For a one-time fee license (Educational, Startup, Demo, Pro, Pro 3D):
– You are entitled to use all SDK versions released before or on the day of your purchase. The latest SDK version can be found on the download page.

Example -> if you purchased a one-time fee license on 3 July 2019, this means you have access to all SDK versions released until or on 3 July 2019. As you can see in the release notes, SDK 8.5 was released on 23 June 2019 (before the date of your purchase), which means you have access to it. SDK 8.6, on the other hand, was released on 11 July 2019 (after the date of your purchase) which means your key does not include access to it or any higher version;

3. For a canceled subscription (Pro+, Pro, Pro 3D, Cloud, Enterprise):
– Subscriptions include access to SDK version updates released up to 12 months from the moment of your purchase (or renewal).
– If you cancel your subscription, you can continue with the key given to you at the beginning of the subscription year.

Example -> you started or renewed your yearly subscription on 3 July 2018. This means you have access to all SDK versions released until or on 3 July 2019. If you cancel your subscription before its renewal due on 3 July 2019, you can continue with the key given to you at the beginning of the subscription year. As you can see in the release notes, SDK 8.5 was released on 23 June 2019 (before the date of your due renewal), which means you have access to it and all the previous SDK versions. SDK 8.6, on the other hand, was released on 11 July 2019 (after the date of your due renewal) which means your key does not include access to it or any higher version.

4. For an active subscription (Pro+, Pro, Pro 3D, Cloud, Enterprise):
– Subscriptions include access to SDK versions released up to 12 months from the moment of your purchase. With each renewal, you can access a new key with access to updates for the next one year.

Example -> you started or renewed your yearly subscription on 5 September 2019. This means you are entitled to a key with access to all SDK versions released until 5 September 2020.

What features are included in the free trial key, and what are the differences in comparison to a commercial key?

The Commercial key, depending on the type of license:
– the cost varies
– the key can include access to the features available in the Professional Edition or the Expert Edition
– the key can be valid for the app’s lifetime and may or may not cover SDK upgrades
– has no watermark and no logo
– the key is bound to an app ID
– can be published in the app stores or distributed within enterprise channels and used for commercial purposes

The Trial Key:
– is free of charge
– includes access to the full feature set of the Wikitude SDK (Professional Edition and Expert Edition
– valid for 14 days with access to the SDK versions released in that time frame
– has no trial watermark, contains the Wikitude logo
– is valid for every application ID on every operating system. You can use the same trial license key in multiple apps
– has the aim to facilitate developer testing and does not include the right to publish the app in the app stores or to use it for direct commercial profit.

What does the validity date for the Trial key mean?

Starting with SDK 9.0, trial keys are valid for 14 days. This time frame should allow developers to test the tech. If a Trial Key, for example, was generated on the 1 May 2020, then it will be valid until 15 May 2020. After 14 days from the moment of generation, the trial key will expire and will not function anymore

What does it mean if my Trial Key expires or becomes invalid?

When a Trial Key expires (or becomes invalid), it will stop access to the Wikitude SDK in a trial mode.
If you have any Studio Projects, you can continue accessing them in your Studio account. Your Commercial keys, Cloud and Studio API access (should you have them enabled) will not be affected.
In case your Trial Key has expired and you need a new one, we’d be glad to review your request. Please note that, while you have an active SDK subscription, you can renew your Trial access for free.

Please contact us via info@wikitude.com