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make sure your licenses filter is configured to show **ALL** licenses in your HelpDesk account. You may default it to X-Cart only licenses.
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Alex, I don't see an "ALL" option in my license screen. If you mean I should adjust the Brand and Status filters, then I have tried many combinations in those pull-downs. Here's my screen shot, maybe you can point to the specific area I need to configure to allow X-Payments to appear: