Uneekor license

[adilgolf]

I own a uneekor eye-xo since 2021. I bought it for $14,274 which included swing optix and a perpetual license for their refine software (20 golf courses included) and perpetual access to 3rd party apps (GSPro, E6....).

My PC recently died and when i tried to transfer my license to a new computer, i got an error saying license has already been used in a different computer.

I reached out to Uneekor but they are asking me to delete all of my old installation files and switch to their new subscription model (Uneekor Launcher).
The caveat is that this new launcher requires constant internet connection and a $399 yearly fee to keep the same features that i had with my original install.

I told uneekor i just want my license unlocked or a new one issued and that it is not fair to ask me to pay $399 for features that i already own as per the terms of the original sales agreement.

More than the $399 yearly fee, it's the whole 'constant internet connection required' thing that is annoying as my backyard shed has a very spotty internet.

Anybody in a similar situation ? what do you guys think ?

I was seriously considering the eyexo 2 with their 35% Black Friday sale, but to be honest, i am starting to look at other brands as Uneekor's customer service seems to have gone down hill and all they seem to care about now is sales.

I will update this when / if i hear back from Uneekor

[mjgolf123]

I would continue to press on Uneekor. They state that the perpetual software licenses are not transferable, but if you have the same account, I would think they they would just associate the license with the account. I'm confused by their email on March 8th. In one area they say they are transferable and the in the other they say they are not:

From Uneekor:

How does this affect my account? Current customers WILL NOT be affected by this change. All existing purchases will be maintained on your account and provided perpetual licenses to continue your current experience without interruption.* Please note: these perpetual software licenses will not be transferable and any new purchases will be subject to new terms and conditions. What will my price be for new software or hardware? As we continue to innovate and launch new hardware and software solutions, current customers can purchase these at the current unit or subscription pricing options. It’s our goal to expand your ability to manage your solutions and customize your experience. How and why is Uneekor launching a new pricing model? By managing the entire process of all our technologies from inception to launch, we can streamline processes and pass these benefits directly to you. With our new pricing strategy, our goal is to ensure you can not only access our best-in-class technology but fully leverage the entire ecosystem of Uneekor innovations. Looking ahead... We have an ambitious roadmap for 2024, including AI Trainer, GameDay, G-Vision, Groove training software and so much more – all aimed at enhancing your simulation experience. Our pricing strategy now offers subscription packages, available with every launch monitor purchase, to create a solution that best fits your needs, starting at $199/year.

For more information on available launch monitors and software packages, please visit our website, www.uneekor.com. We appreciate your continued support and promise to keep innovating and providing you with new and better solutions to enhance your practice, training, and golf simulation experiences. Sincerely, Your Uneekor Team *Please note: perpetual software licenses are transferable and any new purchases will be subject to new terms and conditions.

[adilgolf]

Still awaiting a reply from Uneekor, they must be busy with their black friday sale...
Their original email just instructed me to delete all the original files and download their new launcher.

I did so, and the only equivalent license that was available was only for a 3 months trial, then it said the first billing of $399 would be due in Feb 2025... This is despite me previously owning the 'Succeed' package which is the equivalent to their new 'Champion' subscription...

The other license showing in my account is the basic player package which doesn't allow 3rd party apps and has no courses whatsoever. My understanding is that that one comes free with all new uneekor devices.

Maybe they need to manually add my original perpetual license(s) to my account ? i tried to add it myself but it doesn't work.

Hopefully they can sort it out soon.


'Hello,

Uneekor has moved away from license files and is now utilizing a new application to manage your devices, Uneekor launcher.

Please ensure you are using the latest versions of our software, available through the Uneekor Launcher management software: our intuitive software solution for seamless management of your Uneekor products. Here is a short list of just a few things you can do with it:

• Install/Update Uneekor software, as well as launch monitor driver
• Recalibrate your launch monitor to ensure best possible accuracy
• Configure a variety of settings for Uneekor software, including display settings and elevation
• Renew your software subscription licenses

To install the Uneekor Launcher management software, please follow these simple steps:

1. Create a Uneekor account—if you already had an account prior to May 1, 2023, you may need to create a new one to migrate your prior account
2. From our website's Resources page, download & install the Uneekor Launcher management software
3. For help with installation, refer to the Uneekor Launcher Installation Guide
4. For guidance on how to use the Uneekor Launcher management software, refer to the Uneekor Launcher Overview Guide

Please take your time exploring what can be done with the Uneekor Launcher management software, and let us know if you have any questions.

Disclaimer: The Uneekor Launcher management software and all Uneekor software therein require a consistent connection to the internet to function.

Note for QED users: The IGNITE software has been retired and is no longer supported; instead, please use the VIEW software, available through the Uneekor Launcher management software. If you have any questions about the VIEW software, please reach out.

Note for existing users: If you had an older (Legacy) version of our software installed prior to the Uneekor Launcher management software, then it is highly recommended that you uninstall the Legacy software to avoid conflicts between the old and new.
To uninstall the Legacy versions of Uneekor software, please follow the steps below:

1) Open File Explorer, navigate to your C: drive, and delete the following folders if available:

• REFINE+
• QED_SUCCEED
• REFINE
• QED_REFINE
• VIEW
• QED_IGNITE
• EYEXOSensor
• Z3CAMSensor

You should leave the "Uneekor" folder alone, as this is where the Uneekor Launcher management software and newer versions of Uneekor software are located.

2) Go to your desktop, and delete the following shortcuts if available:

• REFINE+ (leave Uneekor REFINE+ alone if available)
• QED_SUCCEED
• REFINE (leave Uneekor REFINE alone if available)
• QED_REFINE
• Pod
• VIEW (leave Uneekor VIEW alone)
• QED_IGNITE_SO
• QED_IGNITE
• EYEXO_TOOL
• Z3CAM_TOOL

If you run into any issues or have any questions please let us know.

Thank you,

With kind regards.

Customer Success Team
Uneekor, Inc.

[adilgolf]

A positive development with a nice reply from uneekor support team, hopefully they will sort this out on Monday:
‘
Hello,

Thank you for bringing this to our attention, and we sincerely apologize for the inconvenience you've experienced. It seems the old perpetual licenses did not migrate properly, and we completely understand your frustration.

Please rest assured that our team will address this issue as a priority. Once our team is back in the office on Monday, we will make the necessary updates to the back end of the software to restore your licenses back.

We truly appreciate your patience and understanding as we work to resolve this for you.

Our goal has always been to enhance the user experience, and we’re actively working to address situations like yours.

If you have any questions or need further assistance, please don’t hesitate to reach out. We're here to help!

Thank you,

With kind regards,

--

Master Your Passion 15770 Laguna Canyon Rd Suite 100 Irvine, CA 92618

Technical Suppor

’

[adilgolf]

Still not resolved. They made some changes and now my 3rd party connection is perpetual but my ‘succeed’ license (nowadays called Refine+) is still nowhere to be found. Instead i got 1 month trial worth of the refine license. I guess this means more emails and more phone calls.

[mjgolf123]

I'm sure they are going to make it right. I emailed them to confirm licenses were tied to accounts, and not computers. They confirmed and said device specific perpetual licenses travel with the device and you can load perpetual licenses onto new computers.

I think there issue is with the software packages, as these are not tied to the device. Since you have the older vintage of software licenses, they likely need to update these to be compatible with the new software version.

[adilgolf]

Yes, it sounds like it, but it is taking a while.

It should be very straightforward: check the customer's existing licenses on their backend and transfer them to this new system that they decided to implement.

But in reality, it's a tedious process to get them to work it out and it looks like customer support is overwhelmed and/or understaffed.

I haven't heard from customer support still, but it's only been 2 days since my last interaction with them...

Hopefully this all gets sorted out soon.

[Nugget]

Did it get cleared up and fixed for you?

[adilgolf]

No reply from Uneekor whatsoever.
I emailed a few times since last week but they haven't answered or changed anything.
A bit disappointing as they used to be very very responsive and that was one of the main reasons so many people bought these units to start with.

[StalefishFS3]

Over on the SGT Discord, many folks have been complaining about the degrading customer service of Uneekor. This is leading folks to consider a Protee VX if they are on the fence between an XO/XO2 and Protee.

[adilgolf]

So after just over 10 days, uneekor got back to me today and they agreed to restore my 'succeed' license, which they now call refine+.

However, they somehow forgot to mention or do anything about my swing optix, despite my repeated requests for them to look into it.

Apparently the delay in answering me is because every time i emailed them, my ticket got bumped to the bottom of the queue, so keep that in mind if you need to contact them, only email them once and wait patiently as any further emails might delay their reply...

So i sent them a new message today re the swing optic and i just have to wait until they can look into this and hopefully fix it.


From: Customer Success <Support@uneekor.com>
Sent: Friday, 6 December 2024 9:05 AM

Hello Adli,

Thank you for contacting Uneekor Technical Support. We apologize for the delay in responding to you, however kindly note that each time you reply to an existing email chain, our ticketing system bumps you to the back of the queue, which exacerbated the delay we are already experiencing from a higher-than-normal ticket count during this season.

We took a look at the original license file you sent over, and were able to confirm that you should have a REFINE+ (Perpetual) license. This has now been granted to your account; all you need to do now is activate it to use it.

After activation, you should be able to run the software as normal.

Thank you so much for your time and patience on this matter! If you need any additional technical assistance, please do not hesitate to reach out to us.

With warm regards,

--

Master Your Passion

15770 Laguna Canyon Rd
Suite 100
Irvine, CA 92618 Technical Support Team
Uneekor, Inc.

P: +1 (888) 262-6498
E: support@uneekor.com
W: www.uneekor.com



On 26 Nov 2024, at 19:08, Adil wrote:

Hello,
Thank you for your help.
I followed your instructions but the refine license that you included is the wrong one and is only for a 1 month trial. See attached screenshot.
I originally purchased the succeed package which i believe is the equivalent of your current refine+.
I also purchased the swing optix cameras / license from you.
If you could please sort out my succeed and swing optix licenses and make them perpetual, that would be much appreciated.
Kind regards
Adil