How to troubleshoot licensing issues for Clipchamp for work or school accounts

Applies To
Clipchamp for work accounts

Note

This article is for Microsoft 365 admins whose users can't access the Clipchamp video editor with work or school accounts. If you're not an admin, contact your organization's IT team.

Users can open Clipchamp in Edge, Chrome, or the Windows app when they have an eligible license and access is enabled. If a user still sees an access error, the checks below can help you narrow down where access is blocked.

Before you start, confirm that the user is signing in to the correct organization with the work or school account that has the license assigned. For supported subscriptions and how to enable the service, see How to enable or disable the Clipchamp video editor for users in your organization.

If the error says We couldn't complete the license check, ask the user to select Refresh and try again. This message doesn't necessarily mean the user is missing a license. If the error continues, contact support.

Check the provisioning status of the user

Follow View Microsoft 365 account license and service details with PowerShell to inspect the user's licenses with Microsoft Graph PowerShell. Check the ServicePlans for every assigned license, not just the first license returned.

Note

Check the CLIPCHAMP service plan for editor access, not only CLIPCHAMP_PREMIUM. The Clipchamp access-management guide lists its service plan name and ID.

If no assigned license includes this plan, review the user's license assignment. Depending on the subscription, you might also need to assign an Extra Features license.

The provisioning status can be Success, PendingProvisioning, PendingActivation, Disabled, Error, or PendingInput. Go to the section that matches the status you find. If more than one license includes Clipchamp, a disabled entry on one license doesn't by itself mean the user has no access.

If the provisioning status is Success

Success means the service plan is provisioned. It doesn't confirm that every launch location or the Windows app is ready.

  1. Ask the user to open the Clipchamp start page in Edge or Chrome with the licensed work or school account, then try to open the video editor. Reaching the home page alone doesn't confirm editor access.
  2. If you've recently changed the license or service setting, allow time for the change to process. Ask the user to save any work, sign out, and sign in again before retrying.
  3. If the editor opens from the start page but not from the OneDrive or SharePoint file browsers, record which location fails and the error shown. The problem might be specific to that entry point rather than the license assignment.
  4. If browser access works but the Windows app doesn't, check the app's deployment and Windows app policies. A license doesn't override a policy that disables the app.

If the user is still blocked, contact support with the results of these checks.

If the provisioning status is PendingProvisioning

Confirm that the intended license is assigned and the Clipchamp service is enabled. Recent license changes can take time to process. If the status remains PendingProvisioning, contact support and include the returned status.

If the provisioning status is PendingActivation

Contact support to investigate the pending activation. Include the assigned license and the Clipchamp service plan's status.

If the provisioning status is Disabled

If Clipchamp is Disabled in every applicable license, enable the Clipchamp service in the intended assignment. For a license inherited from a group, update the group assignment rather than the individual user.

Leave other apps and services unchanged. Don't remove the user's entire Microsoft 365 license to reset Clipchamp access.

If the provisioning status is Error or PendingInput

  • Error means the service plan isn't provisioned and is in an error state.
  • PendingInput means the service isn't provisioned and is waiting for service confirmation.

Review any license assignment errors in the Microsoft 365 admin center. If the status doesn't change or you can't fix an assignment error, contact support.

Still need help?

Use the support route for work or school accounts, which explains when to contact Microsoft through the admin center or your subscription partner.

To help support investigate, include the following information:

  • The affected user's sign-in name and organization.
  • The assigned license, Clipchamp service plan, and provisioning status.
  • The exact error, when it occurred, and whether it affects the browser, Windows app, or a OneDrive or SharePoint launch.
  • The checks you've already tried and any recent licensing changes.