> For the complete documentation index, see [llms.txt](https://docs.motivewave.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.motivewave.com/knowledge-base/support/active-session-exists.md).
# Active Session Exists
If you experience internet connection issues while shutting down, a system crash, a change of IP address during the session, or MotiveWave is shut down unexpectedly, it may not have the opportunity to release your license key. If you immediately restart MotiveWave, you may get an error that states an *active session exists*.
If you are using a VPN, you need to ensure that MotiveWave is started and shut down using the VPN to maintain the same i.p. address otherwise it will flag you as having multiple active sessions.
If this happens MotiveWave will automatically clear your session if there is no data connection after 15-30 minutes.
If you need access to MotiveWave right away, or the problem persists, you can email , and please include the words "active session" in your subject line.
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