Forum Discussion
Projects are gone when upgrading from the trial to the full license
I started testing Articulate, Rise 360, and other tools using my corporate email (as per the vendor's suggestion), and then I created some impressive courses. After some trial, I decided to proceed with securing a full license... so here's the thing, when my account was upgraded (and included in a team) I lost all the courses I've created! That was so frustrating. I mean, I can understand if this happens oppositely (going from a paid license to a free account), but upgrading?? and using the same account?? That makes no sense to me.
Do you know if that information can be restored?
Thank you in advance.
P.s. I also tried the option to be removed from the full license and then go back to the trial account, using the same email address, but this creates another instance of the trial period and the result is the same: a new canvas to start from scratch again.
Hi EricSantos , thank you for your message.
That's correct. The Support team was able to help me. The issue was the data location.
So, for whoever reads this in the future, if you sign up for a trial, please note your team's data location (EU or US), as when you upgrade to a full license, your data CAN NOT be migrated if it is stored in a different data centre from where you conducted your trial.
As of May 2025, Articulate has 2 data centres: EU and US. If you're conducting your trial in the EU and creating amazing courses, then if you're later included in a team and this team has its license based in a US data centre, you're done and have to start from scratch. Articulate does not offer data migration between EU and US locations.
The license upgrade works more effectively when you conduct your trial and then upgrade to a full license within the same data centre. That way, your courses and resources will remain as is.
Hope this information is valuable to someone. If so, drop a message down here!
5 Replies
Hi OscarMonsalve! I'm sorry for the hassle! Let's connect privately so we can determine the best path forward. Do you mind reaching out to us at support@articulate.com, sharing the email you've used for the trial and paid subscription? Upgrading to a paid subscription from a trial shouldn't impact your content unless the period of time between the end of the trial and the start of the paid subscription exceeded 6 months. Either way, we can definitely look more into this when we connect via email.
Hi LaurenDuvall, thank you so much for responding to my email. Good to hear that Articulate Staff care about their clients. I've used the same email account, of course. And this was not more than 6 months, actually I signed up on April 28th and upgraded* yesterday May 7th.
I'll send an email to mailto:support@articulate.com Thank you again, and have a great day!* The upgrade was in the way of my account being added to a team, as we already have a subscription in my company.
Hello OscarMonsalve,
Thank you for contacting us via the support case.
I understand that you also had a support chat with my teammate Janina, and she was able to help you find the missing courses. That is excellent news.
Please don't hesitate to reach out again if you encounter other issues. Enjoy your weekend ahead!
