If your Bola Voice desktop app is showing your license key as invalid, expired, or inactive, work through the steps below in order. Most license key issues are resolved in the first two steps.
Before you start
Have these ready:
The license key Bola sent in your enrollment confirmation email.
Access to the workstation where Bola is installed.
Your practice name, phone number, and address (helpful if you need to contact support).
Step 1: Confirm you are using the correct license key
Open the most recent Bola enrollment or welcome email from Bola.
In the Bola desktop app, click Options at the top, then click App Info at the bottom of the menu. The Account screen shows your current license key under the License Key label.
Compare the license key in your email to the one shown on the Account screen, character by character.
Watch for these common issues:
Extra spaces at the start or end when the key was pasted.
The letter O typed instead of the number 0, or I instead of 1.
Only part of the key was copied (Bola license keys are eight groups of four characters separated by dashes).
If the key in the app does not match the key in the email, continue to Step 2 and re-enter the correct key.
Tip: If you need to send your license key and other details to support, the Account screen also has a Copy info to clipboard button at the bottom. Pasting that into your support reply gives us your license key, app version, EHR, and User ID in one block.
Step 2: Re-enter your license key in the Bola desktop app
This is the fastest fix for a key that was entered with a typo, an extra space, or that was changed in our system after a recent enrollment update.
In the Bola desktop app, click the Options button.
At the bottom of the Options menu, click App Info.
Copy your existing license key and save it somewhere safe (you may need it again).
Click the red Delete License Key button.
Re-launch Bola. When prompted, paste the license key from your enrollment email exactly as it appears, check the Terms of Use box, and click Register.
Did the app accept the key?
Yes: You're done.
No, the app still shows the key as invalid: Continue to Step 3.
Step 3: Contact Bola support
If the key is correct and the app still shows it as invalid, the key may be inactive on our side. Common reasons include a recent enrollment change, a license that was deactivated as part of a separate request, or a billing update that has not finished processing.
The fastest way to send us what we need:
In the Bola desktop app, click Options, then App Info at the bottom of the menu.
On the Account screen, click Copy info to clipboard at the bottom.
Paste that block into your support reply. It includes your license key, app version, EHR, and User ID in one paste.
Then add to your message:
Your practice name.
Your practice phone number and address.
A short description of what you see in the app (for example, "License key shows as invalid after I click Register").
A screenshot of the error if you can take one.
We will verify the status of your license on our side and either reactivate it or send you the correct key.
You can reach support by replying to your most recent Bola email or by opening a chat from the Bola help center.
Still stuck after support has confirmed the key is active?
If support confirms your key is active and the app still rejects it, the local app data may be in a bad state. In that case, try these in order:
How to Uninstall and Re-install the Bola App: clean reinstall, usually solves the problem.
Clearing Cache for Desktop: last-resort cache cleanup if uninstalling and reinstalling did not fix it.