If you’ve installed the latest Carveco update and noticed that your AI tools are missing, don’t worry — this usually isn’t a technical problem. In most cases, it means that one or both of the requirements for accessing AI tools haven’t been met.
...Specifically, completing your move to the Carveco Account.
Why This Is Happening
From the latest update onwards, access to AI tools depends on two things:
- An active subscription to a Carveco product
- Migration to the Carveco Account platform (only relevant for customers still using a licence key)
- Updated payment information on your Carveco Account (if requested)
If any of the above requirements haven't been completed, your AI tools will not be available. We’ve sent several emails in advance explaining that this would happen, but if you’re seeing missing tools, here’s how to resolve it.
AI Tools will not be visible in the software if your software is still activated using using a license key.
How to Fix It
Step 1 — Check Your Email
- Look for the latest email with the subject line "Don’t Miss Out — Switch to Your New Carveco Account Today"
- Click the "Activate my Carveco Account" button within that email and follow the steps to set a password for the Carveco Account.
For many customers this is the only step required to transfer across your subscriptions to our new Carveco Account platform. However, some customers may need to update their payment details - see step 2 below.
If you're receiving any errors after clicking this link ("Access expired" or "Authorization Error" etc) please visit the Carveco Account website and - using the email address we have on record for your previous purchase - trigger a password reset from the Log in Screen (shown below) and follow the steps to set a new password.
Step 2 — Update your payment information (if requested)
If you’ve completed step 1, you may need to complete the additional step of updating your payment details on your new Carveco Account.
In many cases, this step is not required, as we were able to transfer your payment details from our legacy system and complete your account migration. But, if we've emailed you asking you to update your payment details - we were unable to automatically transfer your existing payment methods across due to platform restrictions with ceratain payment possessors of our old store.
This is the final step that is required for us to transfer your account.
- Check your email inbox for a message with the subject line "Important: Please update your Carveco payment details"
- Click the "Update Your Payment Details" link in the email, or visit the payment method section of your Carveco Account and add your payment method. (Requires login)
For reference, you will not be charged in this step - this is purely to ensure continuity of service so that your subscription can continue without interruption - on the same payment schedule.
Step 3 — Receive Email Confirmation
Once everything's set up, your existing product subscription will be transferred to your Carveco Account, your old licence key will be deactivated (as we don't use license keys anymore under the Carveco Account system) and your software will ask you to log in again using your Carveco Account email and password.
- Check your inbox for an email with the subject line "Your Carveco Account Has Been Upgraded!"
That's it. You've completed the move to the Carveco Account and your AI Tools should appear following a restart.
Do I have to reinstall the software?
No. You just need to have changed to your new Carveco Account license in your software. Once your license is updated, your software will take care of the rest.
Need further assistance?
If you've gone through the steps above and have encountered a problem, please submit a support request and we'll try our best to assist.
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