Cloud Zoo correctly registered product not recognized in Add License flow

Rhino Developer
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1

@aj1

tagging you directly since you’re the author of the Cloud Zoo docs and this seems like it might need engineering-level visibility.
I’m a registered Cloud Zoo issuer with an existing, working product (registered a while back, format MSH_-XXXX-XXXX-XXXX style, 19 chars). I recently registered a second product for a new plugin version via POST /product, and it’s correctly stored (confirmed via GET), but Cloud Zoo will not recognize any license key for it through the Rhino Accounts “Add License” page — even though everything checks out on my end.
What I’ve verified:

  1. GET /product/{id} returns the product correctly — format, platforms, titles all as expected, no errors.
  2. My own license server (implements add_license / get_license / remove_license per the HTTPS callback guide) returns a valid license object for the exact key + product id pair when queried directly (200 OK, correct JSON).
  3. Manually typed the license key (not pasted) into Rhino Accounts “Add License” on two separate devices — ruling out hidden/invisible characters from copy-paste.
  4. Tested including a trailing dash in format.prefix (matching the RMA7- style shown in the Product Object doc example) — Cloud Zoo silently normalizes it back to no dash on save, so this wasn’t it.
  5. Tested changing regexFilter to include a dash, matching my working product — per the License Format Object doc, dashes are excluded from pattern matching by default regardless, so this shouldn’t matter (and didn’t fix it).
  6. Confirmed the new product’s format doesn’t conflict with any other registered product (attempting an overlapping format correctly returns ErrorConflict, so I know the matching system is live, not stale).
  7. Waited several hours since registration — well past the “couple of minutes” propagation window mentioned in the docs.
    Despite all of this, Rhino Accounts still returns: “Could not get license details from issuer. Details: ‘’ is not a valid license key. Please enter a supported license key.” My server logs show no incoming request when this happens, suggesting Cloud Zoo isn’t routing the key to my issuer at all for this specific product.
    I’ve also emailed support@mcneel.com about this and really appreciate all the help so far just thought I’d ask here too in case anyone in the community has run into something similar in the meantime.