If you are an "individual user" (you are not working in an office that has a system administrator), then the problem is one of these:
You may have installed the product on a second computer. You actually cannot do this: the license allows you to install the product on only one computer.
You may have disabled the license on this computer because you migrated to another computer. You can no longer use the product on the first (old) computer.
User in an Enterprise
If you are in an office with a system administrator, speak to that person.
If you are the administrator and you are using a Group License key, this is what has happened: the person who got this message is on a computer (computer A) that was previously enabled for the license key but is now disabled. Perhaps you disabled computer A on the License Manager page because all your license seats were used up and you needed to let someone else install the product.
In your Retail License Manager, click on your license key and disable a different computer (ideally one that is not currently being used) and then enable computer A.
The user should then be able to start the softphone without any problem.
It is important to note that if the computer has been renamed or reformatted since its entry in the license portal was revoked, the entry under the computer's old name will still correspond to the same computer, as licenses are associated at a hardware level with the license server. If this is the case, you need to enable the computer's old entry in the license manager to overwrite it and activate Bria again; if you know the computer's name the last time it had connected to the server, the entry will be under that name.
If you don't know the computer's prior name, you can enable revoked entries by trial and error in the license portal. However, if there are a large amount of entries in the license portal, you may provide support with the Machine ID (copied from the license menu in Bria 5) AND the license key itself in order to look up the original computer name.
Important Note: Our licenses are based at a hardware level. Therefore, renaming them or even formatting/reimaging the computer will have no effect on the license association with that particular machine. The license must be disabled under the old computer name and enabled under the new computer name to resolve this.