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License Activated but Events List is Empty

Updated 5 days ago · 6 min read

You logged in successfully, your Cloud Licenses tab shows your license as Activated, but when you open FMX (or your booth software) the events list is empty -- nothing to select, nothing to run. Or you see a "no license found" message even though you can see the license in your Cloud account.

This can be a confusing post-purchase moment because everything looks right but nothing works. The good news: it is usually one of five specific problems, and all of them are fixable in a few minutes.

Quick Diagnostics

Run these checks in order:

  1. In FMX Settings > Account, what email is shown? Does it match the email on your Cloud account that owns the license?
  2. In Cloud Dashboard > Licenses, is the license actually there? If not, your purchase has not yet posted (see article 01).
  3. In Cloud, have you actually created an event yet? A new account with a fresh license has zero events by default -- the events list being empty is correct, you just have to create one.
  4. Has the event been assigned to your license? In the event's General settings, the license must be selected.
  5. Are you on the right device family? An "FMX (iPadOS)" license will not show events created for "FMX (Windows)", and vice versa.

Tip: If you just purchased software and the license in FMX Windows says it is not activated, it is possible that the FMX charge was declined by the bank while the Cloud subscription went through -- so you can log in but no software license is attached yet. Always check the Licenses tab first.

Common Issues

Problem: "No license found" message appears in FMX after I log in

Cause: FMX is logged in to a Cloud account that does not own a license for that product. This usually happens when you created a new Cloud account separately from the one your purchase was attached to, or when a teammate bought the license under their email.

Solution:

  1. In FMX, go to Settings > Account > Log Out.
  2. Open a browser and sign in to cloud.fotomaster.com with the email address that received the TK - license delivery email. Confirm the license is listed under Licenses in the left sidebar.
  3. Go back to FMX and log in with that email.
  4. The events list and license should appear immediately. If it does not, force-close FMX and reopen.

Problem: License shows Activated in Cloud, but FMX still says it is not activated

Cause: Either FMX has cached an old session or the Cloud subscription is active but the software license itself has not posted yet (only one of the two charges went through).

Solution:

  1. In FMX, log out completely from Settings > Account.
  2. Close FMX, wait 10 seconds, reopen it.
  3. Log back in with your Cloud email.
  4. If the message persists, open Cloud Dashboard > Licenses in a browser. Confirm the product line ("FMX (Windows)" or "FMX (iPadOS)") matches what you're trying to use. Mismatched products produce this exact error.
  5. If you only see the Cloud subscription and no software license under Licenses, the second charge from your purchase has not yet posted -- contact support@fotomaster.com with your order confirmation and we'll push it through. See Managing Your Plan for how subscription versus software-license charges work.

Problem: I logged in but the events list is completely empty

Cause: Your Cloud account has no events created yet. A brand-new account with a brand-new license has nothing to show until you create the first event.

Solution:

  1. Open cloud.fotomaster.com in a browser on any device.
  2. Click Events > New Event, fill in the basics (name, date, workflow), and Publish it (draft events do not sync to FMX).
  3. In the event's General tab, scroll to License and make sure your FMX license is selected. Without this, the event is created but will not appear on your booth. See Creating an Event and Event Settings for the full setup walkthrough.
  4. In FMX, pull down to refresh or go to Settings > Sync > Sync Now.
  5. The new event should appear in the list within seconds.

Problem: I created the event but it is still not showing in FMX

Cause: The event was created but not assigned to the license your booth is logged in with, or the event is still in "Draft" status, or your booth is offline.

Solution:

  1. Open the event in Cloud and check General > License -- the license that matches the device you're using must be selected.
  2. Confirm the event status is Published or Active, not Draft. Draft events do not sync.
  3. On the booth, confirm the device has internet access. Open a browser and load any website to verify.
  4. In FMX, go to Settings > Sync and tap Sync Now. If the event still does not appear, log out of FMX and log back in -- this forces a clean fetch.
  5. If multiple licenses exist on your account, double-check that FMX is logged in with the same license that the event is assigned to.

Problem: I'm logged in to the wrong Cloud account

Cause: You may have created a Cloud account at one email, then later used a different email at checkout (especially when ordering from a phone or letting someone else complete the purchase). The license ends up on a different account than the one you log in to FMX with.

Solution:

  1. Check the email shown in FMX > Settings > Account.
  2. Check the email shown in your TK - license delivery email -- that is the account that owns the license.
  3. If they differ, log out of FMX and log in with the email that received the license delivery.
  4. If you cannot or do not want to use that email going forward, contact support@fotomaster.com and ask us to transfer the license to your preferred Cloud account. We can do this in minutes once we've verified ownership.

If None of This Works

If your license is showing Activated in Cloud, you've created an event, the event is Published, the license is selected on the event, and FMX is logged in to the same email -- and you still see no events -- contact us at support@fotomaster.com or via the chat widget at fotomaster.com.

Include:

  • Your Cloud login email
  • A screenshot of your Cloud > Licenses tab
  • A screenshot of the event's General settings (showing the license selection)
  • A screenshot of what FMX is showing
  • Mention if you have an event coming up so we can prioritize

Our team can usually resolve this via TeamViewer or a Cloud-side adjustment, often in under 15 minutes.

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