Activate Subscription Grayed Out

I tired to upgrade my XG firewall from version 17 to 18.  After the upgrade the server would not boot up again with various file system errors.  I decided to put a new hard drive in the same server and reinstall the firewall.  I then restored from the latest backup.  Everything works but apparently the license keys are not stored in the backup.  When I go to Activate my subscription the button is grayed out.  Sophos seems at a loss to help me with something so basic.  Has anyone else come across this and found a fix to activating your subscription after a reinstall?  Thanks.

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[edited by: emmosophos at 11:02 PM (GMT -7) on 16 Sep 2021]
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  • You can check your mysophos account and if it shows a registered account that is active, then you need to raise a case with the licensing support.

    Also check the CM to see if it shows your subscriptions because looking at the screenshot indicates that the licence is active.


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