How to fix the -7 Error - A Step by Step Guide

Password incorrect, please check your user ID and password (-7)

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Similar error message when trying to login to your User Account on our website:

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These error message are common when trying to login to your User Account on out website or when entering your email address and password to activate the ON1 Photo RAW. This Knowledge Base article will go over the possible causes for this error and the step by step process to eliminate this error from occurring in the future. 

IMPORTANT NOTE!

Signing into your User Account and Activation Dialog is tied to your email address that you used to purchase on our website. It is absolutely CRITICAL that you are using the same email address and password to login to your User Account on our website to activate the program. If you are able to login to your User Account on our site, you will be able to activate the program

 

What causes the -7 Error? 

First, lets go over the most common causes of the -7 error message when activating on our website or signing in our our website. Here are the most popular causes of the -7 error:

1. You are not entering your password correctly. 

It is a common mistake to have a typo in your email address or password fields. Please make sure you are entering both correctly. If you are having trouble logging in on our site, we DO NOT recommend using the recommended "autofill" password that appears on screen as it is common for this "autofill" to fill in the wrong password or a previous misspelled password that your internet browser remembered. Please enter both your email address and password into each field by typing it out on our keyboard correctly. 

2. You are entering the incorrect email address. 

As mentioned above, many internet browsers will autofill the login fields with your common email address and/or password. If this is the case, please double check to make sure there are no typos or manually enter your email address into this field. Also, some of our customers have used multiple email addresses to purchase on our website. If you have multiple email addresses, it is absolutely critical that you are logging in with the email address that you used to purchase as this is associated with your ON1 User Account.

 

IMPORTANT NOTE!

If you are able to login to your User Account on our website, and you see your ON1 programs in your account, you will be able to activate the program. If you have multiple accounts, you may have one email address (user account) that does not have the product that you are trying to activate within this account. Please make sure you are using the same email address that you used to purchase the ON1 program with when signing in to view your User Account, Products, Purchase History or activate the program. 

 

How do I fix the -7 Error?

Now that you have an understanding of how the User Account Sign in and Activation works, we will go over the steps to fix the -7 error. Fixing the -7 Login/Activation Error can be done entirely on your end without having to contact ON1 Support. To fix the -7 error, please follow the step by step instructions below:

1. Login to your User Account on our website. 

As mentioned above, the ON1 Program activations are all tied to the email address that you used to to purchase and login to your User Account on our website. Please first login to your User Account on our Login Page by clicking here

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The login page will look like the screen shot above. As mentioned earlier, please make sure you are typing both your email address AND your password into the fields manually. We DO NOT recommend autofilling in your password from your Internet Browser or a similar password program as it may be filling in the wrong information. 

 

If you do not remember the password associated with your ON1 User Account, you will need to reset your password. You will be able to reset your password by clicking the "Forgot your Password?" link on the login page shown in the screenshot above. When using the "Forgot Password" feature, please make sure you are using the same exact email address that you used to purchase the program on our website. 

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When using the "Forgot Password" feature, enter in your email address and click "Reset Password". This will send you an email with a link to reset it. When you receive the email, please make sure you click on the password reset link only ONCE. If you click on the link in the email to reset your password more than one time, you may receive an "Invalid Key" error and you will need to start the Forgot Password process over again by going back to the login page. 

 

2. Verify the program you are trying to activate is in your account. 

Once you have signed into your User Account on our website, you will want to verify that the program you are trying to activate has been added to your account. As mentioned above, some customers may have multiple email addresses or User Accounts on our website. As soon as you make a purchase on our website, that program is added to your account under the email address you used to complete the purchase. To verify you are logging in under the correct account that you used to purchase, you will be able to view the products associated with this account. 

After signing in to your User Account on our website, click the icon on the right to expand your user menu:

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After clicking on the icon shown in the screenshot above, the user menu will appear on the right (shown below). To view the products associated with your account, click on the "My Product" tab:

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After clicking "My Products" the page will refresh to show all products and purchases made under the email address that you are currently logged in under. In the screenshot below, we have verified that the Photo RAW 2018 product is indeed associated with this account. This means this email address was used when purchasing the program and the same email address will be used to activate the ON1 Programs:

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As shown in the screenshot above, the Photo Raw 2018 is associated with the user account that we are currently logged in under. Once you are able to login to your User Account on our website and have verified that the Photo RAW is listed under "My Products", you will be able to activate the program with the same exact email address and password associated with your ON1 User Account.  

If you are not seeing the product that you are trying to activate when viewing "My Products" within your ON1 User Account, this means you purchased the program under a different email address or you may have not purchased or upgraded yet. 

**IMPORTANT NOTE**

You will only be able to activate the ON1 programs if the the program has been added to your account (purchased by you).

Once you have verified the program is in your ON1 User Account, you will be able to activate with the same exact email address and password. 

If you have purchased and are not seeing it in your account, please try logging in under a different email address or contact our ON1 Support Team. 

 

Still having trouble?

If you are still having trouble with the -7 error, please make sure you are entering the correct information. Here is a quick checklist:

1. Start by logging in to your User Account on our website. 

2. Make sure you are using the correct email address that you used to purchase. 

3. If you are unable to login on our website, please reset your password. 

4. Login to your User Account and verify that the program you are trying to activate is listed under "My products". 

5. Launch the ON1 Program and double check that you are entering both your email address and password correctly. When entering your information into the Activation Dialog, you will need to make sure to use the exact same email address and password you used when logging into your User Account on our website. 

Please remember, logging into your account and activation the current ON1 programs can be done on our website without the need to contact our ON1 Support Team. If you are able to login to your User Account on our website and have verified that the program is associated with your ON1 Account, you will be able to activate the program as long as you are entering the email and password correctly.

 

 

I am receiving a different error message when logging in, what do I do? 

If you are receiving a -8, -4 or -11 error when attempting to activate the program, please refer to this Knowledge Base article for the solution. 

 

Where can I download and install my ON1 Program? 

You will be able to access all of your ON1 Products after logging into your On1 User Account on our website or by visiting the Downloads for Owners Page

 

 

If you are still having trouble with your ON1 User Account or Activation, please contact our Customer service team. 

 

 

 

 

 

 

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