Paragon NTFS software license invalidation: Difference between revisions
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{{IncidentCargo | |||
|Company=Paragon Software | |||
|StartDate=2022 | |||
|EndDate= | |||
|Status=Active | |||
|ProductLine= | |||
|Product=NTFS for Mac | |||
|ArticleType=Product | |||
|Type=Broken Promise, Forced Migration, Rent-seeking | |||
|Description=The perpetual licenses for NTFS for Mac are no longer being honored, and users are directed to purchase newer versions. | |||
}} | |||
Paragon Software's NTFS for Mac product is a program that provides read/write access to NTFS-formatted drives on macOS. Paragon Software effectively invalidated customer's licenses purchased prior to September 2022 while implementing a new licensing system without migrating existing customers. | Paragon Software's NTFS for Mac product is a program that provides read/write access to NTFS-formatted drives on macOS. Paragon Software effectively invalidated customer's licenses purchased prior to September 2022 while implementing a new licensing system without migrating existing customers. | ||
==Background== | ==Background== | ||
NTFS for Mac is a commercial solution that allows Mac users to write files to Windows-formatted drives. Unlike free alternatives, the software was marketed as a reliable, high-performance program with official support. Customers bought perpetual licenses as evidenced by purchase confirmations that did not mention any time limitations or a subscription model. | NTFS for Mac is a commercial solution that allows Mac users to write files to Windows-formatted drives. Unlike free alternatives, the software was marketed as a reliable, high-performance program with official support. Customers bought perpetual licenses as evidenced by purchase confirmations that did not mention any time limitations or a subscription model. | ||
[[File: | [[File:Paragon email back & forth with customer support.jpg|thumb|alt=E-mail reply from Paragon support suggesting they re-purchase the software with a 30% discount.|E-mail reply from Paragon support suggesting they re-purchase the software with a 30% discount.]] | ||
===Licensing system change=== | ===Licensing system change=== | ||
In 2022, Paragon Software implemented a new licensing system (Paragon Licensing Center) for their products. Customers who had purchased perpetual licenses before September 2022 discovered that: | In 2022, Paragon Software implemented a new licensing system (Paragon Licensing Center) for their products. Customers who had purchased perpetual licenses before September 2022 discovered that: | ||
*Customers' accounts from the previous system were not migrated & no longer existed in the new licensing system.<ref name="wherearemylicenses">{{cite web |date=2025-03-05 |title=Paragon Customer Portals: Where Are My Licenses? |url=https://kb.paragon-software.com/article/8878 |access-date=2025-03-05 |publisher=Paragon Software}}</ref> | *Customers' accounts from the previous system were not migrated & no longer existed in the new licensing system.<ref name="wherearemylicenses">{{cite web |date=2025-03-05 |title=Paragon Customer Portals: Where Are My Licenses? |url=https://kb.paragon-software.com/article/8878 |access-date=2025-03-05 |publisher=Paragon Software |archive-url=http://web.archive.org/web/20251107031146/https://kb.paragon-software.com/article/8878 |archive-date=7 Nov 2025}}</ref> | ||
*Their previously purchased licenses were not recognized by newer software versions. | *Their previously purchased licenses were not recognized by newer software versions. | ||
*Older software versions that recognized these previously purchased licenses were incompatible with current macOS versions. | *Older software versions that recognized these previously purchased licenses were incompatible with current macOS versions. | ||
*Instead of honoring existing licenses, Paragon required affected customers to repurchase the software at a 30% discount.<ref name="migration">{{cite web |date=2025-03-05 |title=License migration to the new Licensing Center |url=https://paragon-software.zendesk.com/hc/en-us/articles/29128301313553-License-migration-to-the-new-Licensing-Center |access-date=2025-03-05 |publisher=Paragon Software}}</ref> | *Instead of honoring existing licenses, Paragon required affected customers to repurchase the software at a 30% discount.<ref name="migration">{{cite web |date=2025-03-05 |title=License migration to the new Licensing Center |url=https://paragon-software.zendesk.com/hc/en-us/articles/29128301313553-License-migration-to-the-new-Licensing-Center |access-date=2025-03-05 |publisher=Paragon Software |archive-url=http://web.archive.org/web/20250328112039/https://paragon-software.zendesk.com/hc/en-us/articles/29128301313553-License-migration-to-the-new-Licensing-Center |archive-date=28 Mar 2025}}</ref> | ||
===Lack of Prior Disclosure=== | ===Lack of Prior Disclosure=== | ||
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*Version 17.0.243, available from the new system, didn't recognize the previously purchased license. | *Version 17.0.243, available from the new system, didn't recognize the previously purchased license. | ||
When contacting Paragon Support, they acknowledged the licensing change:<ref>[[:File:Paragon NTFS license ticket censored for privacy.pdf]]</ref><blockquote>''It looks like you are experiencing an activation problem with one or several of our products.'' | When contacting Paragon Support, they acknowledged the licensing change:<ref>[[:File:Paragon NTFS license ticket censored for privacy.pdf]] ([https://web.archive.org/web/20250709010123if_/https://consumerrights.wiki/images/9/91/Paragon_NTFS_license_ticket_censored_for_privacy.pdf Archived])</ref><blockquote>''It looks like you are experiencing an activation problem with one or several of our products.'' | ||
''1. If you purchased the product (APFS for Windows, NTFS for mac, ExtFS for mac, HFS for Windows, LFS for Windows) after September 2022, please follow the steps below:'' | ''1. If you purchased the product (APFS for Windows, NTFS for mac, ExtFS for mac, HFS for Windows, LFS for Windows) after September 2022, please follow the steps below:'' | ||
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===Customer Reactions=== | ===Customer Reactions=== | ||
Following the licensing system change, many users affected expressed frustration on forums & social media platforms, including Reddit. A thread on the r/macapps subreddit detailed multiple cases of users losing access to their software due to the licensing update.<ref name="reddit">{{cite web |date=2025-03-05 |title=Paragon Software - NTFS for Mac - Gone' Downhill |url=https://www.reddit.com/r/macapps/comments/17ohx3e/paragon_software_ntfs_for_mac_gone_downhill/ |access-date=2025-03-05 |publisher=Reddit}}</ref> Common complaints included: | Following the licensing system change, many users affected expressed frustration on forums & social media platforms, including Reddit. A thread on the r/macapps subreddit detailed multiple cases of users losing access to their software due to the licensing update.<ref name="reddit">{{cite web |date=2025-03-05 |title=Paragon Software - NTFS for Mac - Gone' Downhill |url=https://www.reddit.com/r/macapps/comments/17ohx3e/paragon_software_ntfs_for_mac_gone_downhill/ |access-date=2025-03-05 |publisher=Reddit |archive-url=http://web.archive.org/web/20250131171110/https://old.reddit.com/r/macapps/comments/17ohx3e/paragon_software_ntfs_for_mac_gone_downhill/ |archive-date=31 Jan 2025}}</ref> Common complaints included: | ||
*Previously valid licenses failed to activate after the update. | *Previously valid licenses failed to activate after the update. | ||