You bought a plugin, you know a new version exists, and WordPress is not offering it to you. Work down this list in order. It runs from the setup causes through to the one that is not your setup at all.
1. Is the Update Manager installed?
Updates come through the 99Plugs Update Manager, not from the plugin itself. Without it on the site, nothing from us will ever appear in your dashboard.
Look for Tools → 99Plugs in your WordPress admin menu. If that is not there, the plugin is not installed or not activated. See Installing the 99Plugs Update Manager.
2. Is your update key entered?
Go to Tools → 99Plugs and look at your entries. An empty screen means no updates, however many plugins you have installed. See How to enable auto updates.
3. Is it entered correctly?
The item name and the update key both have to match what is in the Update Keys section of your account dashboard on 99plugs.com, exactly. Copy and paste both rather than typing them.
If you bought items individually, check you have an entry for this particular plugin. Individual keys cover one item each. A VIP Access Pass is the one case where a single entry covers everything.
4. Did the key go into the plugin instead?
A common one, and an easy fix. Your 99Plugs update key goes in the Update Manager, under Tools → 99Plugs. It does not go in the plugin’s own license field, and a key entered there does nothing for your updates. See My plugin or theme is not activating.
5. Is the Update Manager itself up to date?
Only worth checking if you bought items individually, since a pass covers the Update Manager along with everything else. If you did, it needs its own entry, and a stale copy is a plausible reason for updates to quietly stop. See Does the Update Manager need its own update key?
6. Has your pass or your update period ended?
Installed plugins keep working. Updates and new downloads stop. Check the dates in your account dashboard on 99plugs.com, and see What happens when my pass expires?
7. Is the new version simply not ready yet?
If everything above checks out, this is your answer. The developer released a version we have not packaged yet, and there is nothing wrong with your site. See Update failed, or the new version is not there yet.
The fix that skips all of it
If you need the new version on the site right now, install it by hand.
- Download the current version from your account dashboard on 99plugs.com.
- In WordPress, go to Plugins → Add New Plugin → Upload Plugin and choose the zip.
- When WordPress asks whether to replace the current version with the uploaded one, say yes.
Your settings and your content stay where they are.
Still nothing
Open a ticket and tell us which plugin and what you are seeing. We will install that product on our test server and reproduce it.