Cloud Zoo License account change: "Remove License" not working


We recently upgraded Rhino 6 to Rhino 7 in our design studio AND also changed the primary email of the Rhino account the license is associated with, deleting the old one. We must therefore change - in the machines that access this license via Cloud Zoo - the login account: “remove” the old account from the three PCs from which - alternatively - we use that single Rhinoceros license and log in again with the new account.

It should be very simple, according to the McNeel guide: unfortunately there is no way to do it!

In the last two days we have tried everything: log out of the account from the browser and close the browser, clear the browser cache, restart Rhino, restart the PC, switch computers, switch from license management in Cloud Zoo back to local license management itself and then return to the Zoo, etc. Nothing, in any of the three different machines is it possible to change the login account.

We followed the instructions found both on the McNeel website and in the video guide of the McNeelEurope YouTube channel - Change a Rhino license to use the Cloud Zoo - YouTube - but the POPUP through which we should be able to make the change, does not give us NEVER the chance to do it. In this POPUP, according to the guides, we should first see the “Remove license …” link at the bottom left, then the possibility of making a new “LOGIN”, as in the two screenshots below, taken from the McNeelEurope video ( October 2020):

But the “Remove License …” link (which you see at the bottom left) in our popup NEVER appears, nor does the “LOGIN” button to log in with a new account. Below is a screenshot of what always appears to us:

So we are always blocked at the login email of the old account. So for now we have installed the license locally on a single machine, but the other two machines are cut off.

I ask the courtesy to help us solve the problem in order to log in again, from the 3 machines from which we use Rhino, with the new “username” or the new password. For convenience I quote below the first lines of systeminfo of one of the machines: all three have windows 10 and the same version of Rhino.

Rhino 7 SR5 2021-3-9 (Rhino 7, 7.5.21068.13001, Git hash: master @ 76e41732e41ab44776e5ac3fa043f38d54440011)
License type: Commercial, build 2021-03-09
License details: Cloud Zoo
Windows 10.0.19042 SR0.0 or greater

In the hope of finding a solution, greetings to all!

Good day.

     Gianpietro Gai