# Lost software Activation Code: we do not keep copies

- Source-Date (SAST): 2023-07-14 12:17
- Dest: public
- Review-after: 2027-02-28
- Status: current

## Facts

- Support template **support_license_nocopy**: the customer must produce their own software **Activation Code** (printed copy in the machine carton, or a scan emailed at delivery).
- AM **does not keep records** of sold software Activation Codes. If the code is lost, the customer must **buy another** copy and keep it safe.
- If the customer has both **Software ID** and **Activation Code** but activation fails because a previous install is still live, send them to the **installations and deactivations** page (Start Deactivation), not a replacement code.