Question About Customer ID for Trial Activation

[L. Liu]

Hello STKO Team,

I am a newly registered user, and I have encountered some unexpected difficulties during the registration and trial activation process.

After registering, I was informed that I need to contact [email protected] by email in order to obtain my Customer ID. I have already sent the email as requested. However, after asking some colleagues who have used STKO before, I was told that they did not experience this kind of situation, and that this registration path seems quite different from what they encountered in the past.

I also checked the Installation Guide, but the instructions described there seem quite different from the process I am facing now. At the moment, I still cannot obtain my Customer ID, which means I am only able to use the most basic version and cannot proceed as planned.

So I would like to ask:

1.Did something go wrong during my registration?

2.Is there anything else I should do on my side?

3.Since I have already emailed the sales address, how long does it usually take to receive a reply?

4.If, for some reason, my application is not approved, how will I be informed?

I would like to clarify that I am not trying to rush anyone. The reason I am asking about the expected timeline is that I need to make my work plan accordingly, and I hope to avoid this unexpected issue delaying my overall progress.

To be honest, as a new user, this process has been quite confusing and difficult to understand. From a first-time user’s perspective, it is already a little unusual to complete registration and then discover that an additional Customer ID must be requested manually by email. That is still understandable, even if it feels somewhat old-fashioned. But when this is followed by waiting more than a day without any response, the whole experience becomes especially frustrating for a new user.

I genuinely hope this issue can be handled soon. At the same time, I would also like to offer some sincere feedback: this kind of registration and activation workflow may not be very friendly for new users, and it may not help the broader adoption of the software. Even a temporary 24-hour full trial, or a clearer automated step-by-step process, would make onboarding much easier and less stressful.

In addition, I think it would be very helpful if the Installation Guide or onboarding instructions could be updated and made more complete, especially if the activation process has recently changed. For new users who are not surrounded by experienced STKO users, there is often no easy way to ask for help, which makes the first experience even more difficult.

I would really appreciate any clarification, advice, or update on this matter.

Thank you very much for your time and support.

[STKO Team]

Dear user,
The activation of trial licences has recently been temporarily changed to a by-email process.

There should not be anything wrong with your registration.
Requests for activation of new trials is immediate.

When did you send the e-mail?

[L. Liu]

Dear STKO team,

Thank you very much for your quick reply and clarification.

I sent the e-mail yesterday after completing my registration. As I have not yet received any update, I wanted to make sure that my request was sent to the correct address and is being processed properly.

I would also appreciate it if you could clarify the trial policy for me. In a previous reply through the quotation channel, I was informed that the trial would only be available after purchase. However, from your message here, it seems that trial activation may be requested directly by e-mail. I may have misunderstood, so could you please confirm the correct process?

Thank you again for your time and assistance.

Best regards,
Liu

[STKO Team]

Dear user, we checked and I can confirm you already received an answer by e-mail, please double check