I have previously had a Custom Unlock since I live close to a small airport.  I am a certified pilot and a liscensed remote pilot.  But, DJI suport is not user friendly.  I have replaced my Spark due to running into a tree with the Refresh Program.  When I renewed my Custom Unlock for another 3 months, the DJI GO App is unlocked but the Aircraft is not.  Because it was replaced with one with another S/N.  I cannot get anyone in support to understand or care about my problem.
Does anyone know how I can resolve this?

Sorry to read on this, we have designated department who will help to get this sorted out, please send email to flysafe@dji.com for further assistance, thank you.

I have contacted flysfe@dji.com.  That is the only way to get a custom unlock which I have had before.  
I cannot get anyone to understand that I have a Custom Unlock for the area until July 12, 2018.  The DJI App is unlocked But The Aircraft is not.  

fans248fe135 Posted at 2018-4-18 05:58
I have contacted .  That is the only way to get a custom unlock which I have had before.  
I cannot get anyone to understand that I have a Custom Unlock for the area until July 12, 2018.  The DJI App is unlocked But The Aircraft is not.

May I have the ticket number or email address when you contacted the Fly Safe Team? We'd like to check the exact status.

My email is lariardo@centurytel.net. I have not been given a ticket number.  I emailed flysafe@dji.com again yesterday.  I have not received a response.  I have contacted flysafe April 4, 5, 16 & 18.  
I appreciate very much any help you can give me.

fans248fe135 Posted at 2018-4-19 06:22
My email is . I have not been given a ticket number.  I emailed  again yesterday.  I have not received a response.  I have contacted flysafe April 4, 5, 16 & 18.  
I appreciate very much any help you can give me.

Email has been found, your frustration and your issue have been forwarded to the team to look into, we will have someone to contact you as soon as possible, hope the issue will be sorted out as soon as possible.

I got a reply from Brenda.LI at support.  She said she had unlocked my aircraft.  The problem is it is my old aircraft.   See below.
"We have unlock your aircraft again by using the new SN 0BMLE5Q0170412, please see the screenshot below for confirmation. Please have a try to make sure if it is helpful."
I had written this:
"If you will look at the screen shot below you will see that the aircraft S/N is not the number for the aircraft that I currently own�. I currently own aircraft S/N 0AS2F3200R0117. It is the aircraft that needs to be unlocked not the one shown below on the unlocking list."
The idiots never read the emails.  
It is taking a month to get a simple number changed on a database.  I love the product but support is the very worst I have ever run into.  In the US companies are very efficient with support.  

fans248fe135 Posted at 2018-4-22 09:23
I got a reply from Brenda.LI at support.  She said she had unlocked my aircraft.  The problem is it is my old aircraft.   See below.
"We have unlock your aircraft again by using the new SN 0BMLE5Q0170412, please see the screenshot below for confirmation. Please have a try to make sure if it is helpful."
I had written this:

I have confirmed with the team, what needs to be unlocked is the corresponding flight controller number of the drone, that is, 0AS2F3200R0117 is the serial number, its corresponding flight controller number is 0BMLE5Q0170412, which can also be found in DJI GO > General Settings > About Page. If you insist we unlocked the wrong SN, could you please provide us the screenshot of DJI GO > General Settings > About Page of your current drone? Thank you.

It does show my flight controller as ending with 0412.   Why am I unable to fly the drone?  And the unlocking license on the app show the Aircraft as " No License "  The App shows the license for my location.  It appears to me that the Aircraft has not been included in the Unlocking License.  
Why can't I fly the drone?

fans248fe135 Posted at 2018-4-23 06:04
It does show my flight controller as ending with 0412.   Why am I unable to fly the drone?  And the unlocking license on the app show the Aircraft as " No License "  The App shows the license for my location.  It appears to me that the Aircraft has not been included in the Unlocking License.  
Why can't I fly the drone?

Sorry to know the replacement drone still hasn't been unlocked, please send email to flysafe@dji.com with the screenshot, I will inform the team to troubleshoot again to locate the problem as soon as possible, thank you.

fans248fe135 Posted at 2018-4-23 06:04
It does show my flight controller as ending with 0412.   Why am I unable to fly the drone?  And the unlocking license on the app show the Aircraft as " No License "  The App shows the license for my location.  It appears to me that the Aircraft has not been included in the Unlocking License.  
Why can't I fly the drone?

Sorry to know the replacement drone still hasn't been unlocked, please send email to flysafe@dji.com with the screenshot, I will inform the team to troubleshoot again to locate the problem as soon as possible, thank you.

I have sent them a screenshot previously but they did not pay any attention.  I will send the screenshot again.

fans248fe135 Posted at 2018-4-24 05:30
[view_image]

Thanks for the screenshot, the team is keeping following up your email, please check the email later.

I responded to Jane Fang's latest email with screenshots and narrative on April 24th.  I have not received a response.  The procedure she had given me to use did not work.  Now I get no response.  
I have responded to Jane Fang with support on April 24th but she has never responded to me.  Can you do anything to help me?  I have gone through the procedures as put forth in the document "Unlocking Steps for DJI Go 4" the Jane Fang previous email.  I got an error message when I attempted to sync.   I am sure DJI makes good products but their support people do not know how to make them work.  If you can not get my drone working ( it is a new replacement ), please send me one that will work.  
Below is the message I sent to Jane Fang with flysafedji on April 24th.  As I stated she has not responded.  

"Why am I unable to fly???  Below are screenshots showing my license, A license for the App and a screenshot showing no license for the Aircraft.
(I also sent screenshots of the DJI GO app when I went through the procedure.  I can send those to you as well.  I sent them to Jane Fang.)

fans248fe135 Posted at 2018-5-1 10:02
I responded to Jane Fang's latest email with screenshots and narrative on April 24th.  I have not received a response.  The procedure she had given me to use did not work.  Now I get no response.  
I have responded to Jane Fang with support on April 24th but she has never responded to me.  Can you do anything to help me?  I have gone through the procedures as put forth in the document "Unlocking Steps for DJI Go 4" the Jane Fang previous email.  I got an error message when I attempted to sync.   I am sure DJI makes good products but their support people do not know how to make them work.  If you can not get my drone working ( it is a new replacement ), please send me one that will work.  
Below is the message I sent to Jane Fang with flysafedji on April 24th.  As I stated she has not responded.  

I checked the system, it seems Jane is keeping following up your issue and she has replied your every email, could you please check again?

I did finally get the response you attached above from Jane Fang AFTER I had posted a note to you.  Thank you for your help in that respect.
The reply from Jane Fang nearly says to try again.   I did try multiple times initially.  I got the Error Code every time I attempted to sync.  Jane Fang did not mention the Error Code or what needs to be done about that.  I will go through the procedure again.  If I get the same results, I will ask for your assistance getting a more knowledgeable support person to replace Jane Fang.
Keep in mind, I have not previously had a problem unlocking the Custom Unlock Zone prior to this time.

fans248fe135 Posted at 2018-5-2 05:43
I did finally get the response you attached above from Jane Fang AFTER I had posted a note to you.  Thank you for your help in that respect.
The reply from Jane Fang nearly says to try again.   I did try multiple times initially.  I got the Error Code every time I attempted to sync.  Jane Fang did not mention the Error Code or what needs to be done about that.  I will go through the procedure again.  If I get the same results, I will ask for your assistance getting a more knowledgeable support person to replace Jane Fang.
Keep in mind, I have not previously had a problem unlocking the Custom Unlock Zone prior to this time.

No problem, please try again, if it still doesn't work, we will inform other colleagues of the team to follow up your issue.

I thank you very much for your continued assistance.  Below is my response to Jane Fang today.  You do not need to respond.  I will wait for her response tomorrow.
Dear Jane,
I still am unable to fly.  I have used the procedures as required in the document you sent me entitled “ Unlocking Steps for DJI GO 4 V2”.  I have tried numerous times just as I have before.   I have followed the steps verbatim.  This time I was able to sync and did not get the error message.  Below are screen shots that will show what has occurred.  Please take the time to fix my problem.  It has gone on for over a month.  Maybe you should talk to some other specialists.
Larry


App shows two Licenses.  Disconnected.  I synced.  


Aircraft shows no license after sync.  I synced again.  Nothing changed.


I never got the “ Import to Aircraft” message on Step 4 of the “ Unlocking Steps ..” procedure.

fans248fe135 Posted at 2018-5-3 07:58
I thank you very much for your continued assistance.  Below is my response to Jane Fang today.  You do not need to respond.  I will wait for her response tomorrow.
Dear Jane,
I still am unable to fly.  I have used the procedures as required in the document you sent me entitled “ Unlocking Steps for DJI GO 4 V2”.  I have tried numerous times just as I have before.   I have followed the steps verbatim.  This time I was able to sync and did not get the error message.  Below are screen shots that will show what has occurred.  Please take the time to fix my problem.  It has gone on for over a month.  Maybe you should talk to some other specialists.

I have talked to Jane and she is working on your case and also hope the issue could be sorted out as soon as possible, she has replied your email for more info, please provide the required info and she will keep following up, thank you.

Miss Mindy,
Below is a message I sent to Flysafe Jane Fang.  You do not need to respond.  Hopefully this time she will be able to get me flying.
Larry
---------------------------------------------------------------------------------
Dear Jane,
I have been out of the country so this is the earliest I have had a chance to respond to you.  Below are what I have found when I tried each of the steps you recommended.  My replies are in red.
I may not be able to attach all of the photo with one email due to my servers restrictions.  If so there will be a follow up email with additional photos.  
I hope with this correspondence we can finally resolve my problems with flying the Spark drone.  
Thank you
Larry duncan

For the issue, could you please :
1. Ensure that the drone's firmware and the APP's version are the latest ones
I checked that the Drone and App’s firmware were the latest ones.  Below is a screenshot showing this version.
2. Could you please double check the coordinate: 36.37536,-92.476151.
The Coordinates are the same as above,  Below is a screenshot showing the Lat/Log.
3. Ensure that the drone has been connected with the DJI GO APP and the drone has good GPS (more than 10)
Below is a screenshot showing the App has 12 GPS coverage.
4. Ensure the DJI GO 4 APP has good internet access
I did not get a screenshot but my iPhone X was showing LTE with 2 to 3 bars when I did the testing.  The Previous Spark did not have any issues in my home area.
5. Please kindly try to uninstall the DJI GO 4 APP and reinstall it
I did uninstall and reinstall the DJI Go 4 App.  It still did not work.  I tried syncing the Unlocking License.  It showed sync successful but the aircraft still does not show a license.  

If it still does not work, please send me the below info:
1. A screenshot of the map in the app when the unlocking failed.
Attached is the screenshot of the map showing my location when I was attempting to unlock.
2. The SN of your drone, and the type of the device you used for unlocking.
The SN of my current Spark is 0AS2F3200R0117
3. The aircraft’s firmware version and DJI GO 4 version.
The Aircraft firmware version is 01.00.0900.  A screenshot is attached showing the version.  The DJI GO 4 Version is 2.14 (3118)
4. A screenshot of the app's about page (General setting->About-flight controller SN).
A screenshot of the page showing the Flight Controllers SN is attached.

fans248fe135 Posted at 2018-5-12 11:59
Miss Mindy,
Below is a message I sent to Flysafe Jane Fang.  You do not need to respond.  Hopefully this time she will be able to get me flying.
Larry

All right! Feel free to contact us if there is anything else we can help.

Miss Mindy,
I was shocked at the response I received from Jane Fang.  I think she must have had a stroke.  It is like she did not read my response and did not know of any of the work we had done in the past.  I will past her response and my reply below.  It is time for something to be done.  I have never got an attorney and won't do that but I think a lot of people would be checking on class action suit.  This has been too long for a simple custom unlock.  The first one with my original Spark was very easy.  Took 10 minutes.  Since I got the replacement Refresh Spark we have been working on this issue for over a month.  Come help me out.  Jane Fang is incapable of doing anything.
Thank you
Larry duncan

Jane's reply to my 5/12 email:
Dear Larry,

Thank you for contacting DJI Technical Support and deeply apologize for the problem trouble you for a long time.

As further checking, the requested flight area 36.37536,-92.476151 is within an Yellow Authorization Zones.
Please visit http://www.dji.com/flysafe/geo-system/unlock to do advance unlocking./color]

My reply today to Jane's email:
[bDear Jane,
I HAVE A CUSTOM UNLOCKING LISCENSE FOR THE YELLOW AUTHORIZATION ZONE THAT IS EFFECTIVE UNTIL JULY 12, 2018.  WE HAVE BEEN OVER THIS MANY, MANY TIMES.  DID YOU EVEN READ ANY OF THE EMAILS I HAVE SENT.  I AM VERY, VERY DISAPPOINTED.  YOU ARE VERY, VERY INCOMPETENT.  
BELOW IS A SCREENSHOT OF MY CUSTON UNLOCKING LICENSE.
Larry duncan

fans248fe135 Posted at 2018-5-13 11:49
Miss Mindy,
I was shocked at the response I received from Jane Fang.  I think she must have had a stroke.  It is like she did not read my response and did not know of any of the work we had done in the past.  I will past her response and my reply below.  It is time for something to be done.  I have never got an attorney and won't do that but I think a lot of people would be checking on class action suit.  This has been too long for a simple custom unlock.  The first one with my original Spark was very easy.  Took 10 minutes.  Since I got the replacement Refresh Spark we have been working on this issue for over a month.  Come help me out.  Jane Fang is incapable of doing anything.
Thank you

Larry, we apologize again for all the troubles, I can understand how frustrated you are, your complaint to Jane has been escalated to the management department for attention, we will look into the whole process and do our best to address it out. Please wait a moment and hope the issue will be resolved soon.

Miss Mindy,
I have received a response from Crystal Kang with some procedures I will be trying later today.  Thank for always being there to talk to.  I also sent a email to apologize to Jane Fang.  I was very mad and could have expressed my displeasure without calling her incompetent.  That was very crude and discourteous .
Larry

Miss Mindy,
Success.  Crystal Kang was able to get everything taken care of in short order.  It only took about 10 minutes for me to check the items she had requested and to Sync the Custom License for the App and Aircraft.  I did a short flight and all worked as expected.  
Thank you very much for your help.
Fortunately for you, you will not hear anymore from me as I am very happy again.
All the best to you and your family.
Larry d

fans248fe135 Posted at 2018-5-14 10:27
Miss Mindy,
Success.  Crystal Kang was able to get everything taken care of in short order.  It only took about 10 minutes for me to check the items she had requested and to Sync the Custom License for the App and Aircraft.  I did a short flight and all worked as expected.  
Thank you very much for your help.

Larry, it's good to know you are back in the air again, our team will also learn from this and keep improving the ability and customer service. Wish you have a nice time on flying the drone. Should you have any further questions, please feel free to let us know. We are always here to help.

I am unable to renew my Custom Unlock.  Same drone.  Same area.  Different time.  I have tried several times.
Below I have pasted the latest email response.  It tells me to submit a Custom Unlock.  
I am unable to fly.  Your help is appreciated.


Dear DJI Users,

Your Custom Unlocking application (Tracking Number: 30964-1530717730-3435) has been rejected because of the reason below:

The requested flight area is within an Authorization Zones; please visit http://www.dji.com/flysafe/self-unlock to do self-unlocking.。

Kindly re-submit your request via the link below:

https://www.dji.com/flysafe/custom-unlock

DJI Flysafe Team

Note: This is an automatically generated email. Please do not reply to it. Kindly Contact flysafe@dji.com if you have any further questions.


尊敬的大疆用户，

您好，您所自主申报的飞行限制区解锁功能(跟踪号是30964-1530717730-3435)申报失败，原因如下：

The requested flight area is within an Authorization Zones; please visit http://www.dji.com/flysafe/self-unlock to do self-unlocking.。

请您在如下链接重新申请:

https://www.dji.com/cn/flysafe/custom-unlock

飞行安全涉及您和公众安全，需要谨慎操作，谢谢您的理解！

大疆创新飞行安全团队

注：此邮件为系统自动发送，请勿回复如果您在使用中遇到问题，请发邮件到 flysafe@dji.com

fans248fe135 Posted at 2018-7-4 11:26
I am unable to renew my Custom Unlock.  Same drone.  Same area.  Different time.  I have tried several times.
Below I have pasted the latest email response.  It tells me to submit a Custom Unlock.  
I am unable to fly.  Your help is appreciated.

I see you have sent email to flysafe@dji.com, we will inform the team to follow up and figure it out, please wait patiently, thank you.

I have received an email that the Custom Unlock was approved.
Thank you very much.  

fans248fe135 Posted at 2018-7-5 06:20
I have received an email that the Custom Unlock was approved.
Thank you very much.

You are welcome, enjoy flying.

sparkies Posted at 2018-9-14 09:53
So, I have a got the unlock stuff, go into the Go 4 app and it looks like the drone is not connected, but it is as I can see the camera output.
How does the drone become connected, so I can send the license?

Hi sparkies, please kindly write an email to flysafe@dji.com, the designated team will check the exact status and guide you the further steps.

DJI Susan Posted at 2018-9-14 23:35
Hi sparkies, please kindly write an email to , the designated team will check the exact status and guide you the further steps.

Hi,

I have a reply... It was my fault, I used a capital 'O' rather than a zero.

All sorted, thanks.

sparkies Posted at 2018-9-15 01:11
Hi,

I have a reply... It was my fault, I used a capital 'O' rather than a zero.

Glad to hear the issue has been figured out. Should there is any further question, feel free to contact us. Wish you have a good time.

I have the exact same issue using the Self Authorize on my Spark. I can see the unlock authorization in the APP Tab, but there is nothing in the AIRCRAFT tab, so the drone will not take off in the yellow zone I have applied for.  What is the solution?  DJI really need to get this fixed for Spark users.  We have a Mavic too and the self unlock ability works right from within the app . and can fly within seconds of appling.  The Spark does not work in the same way and I have to go to my computer, unlock the zone, go back to the drone and update, but nothing works.

nviousdesigns Posted at 2018-9-25 05:56
I have the exact same issue using the Self Authorize on my Spark. I can see the unlock authorization in the APP Tab, but there is nothing in the AIRCRAFT tab, so the drone will not take off in the yellow zone I have applied for.  What is the solution?  DJI really need to get this fixed for Spark users.  We have a Mavic too and the self unlock ability works right from within the app . and can fly within seconds of appling.  The Spark does not work in the same way and I have to go to my computer, unlock the zone, go back to the drone and update, but nothing works.

Hi nviousdesigns, sorry for the unpleasant unlocking experience, it is recommended to send email to flysafe@dji.com to report the issue, the team will help you out, thank you.

fans248fe135 Posted at 2018-5-3 07:58
I thank you very much for your continued assistance.  Below is my response to Jane Fang today.  You do not need to respond.  I will wait for her response tomorrow.
Dear Jane,
I still am unable to fly.  I have used the procedures as required in the document you sent me entitled “ Unlocking Steps for DJI GO 4 V2”.  I have tried numerous times just as I have before.   I have followed the steps verbatim.  This time I was able to sync and did not get the error message.  Below are screen shots that will show what has occurred.  Please take the time to fix my problem.  It has gone on for over a month.  Maybe you should talk to some other specialists.

Hi ,

i have same problem license in app disconnected ..... what should I do?

fans248fe135 Posted at 2018-5-3 07:58
I thank you very much for your continued assistance.  Below is my response to Jane Fang today.  You do not need to respond.  I will wait for her response tomorrow.
Dear Jane,
I still am unable to fly.  I have used the procedures as required in the document you sent me entitled “ Unlocking Steps for DJI GO 4 V2”.  I have tried numerous times just as I have before.   I have followed the steps verbatim.  This time I was able to sync and did not get the error message.  Below are screen shots that will show what has occurred.  Please take the time to fix my problem.  It has gone on for over a month.  Maybe you should talk to some other specialists.

Hi ,

i have same problem license in app disconnected ..... what should I do?

rroesch Posted at 4-28 06:49
Hi ,

i have same problem license in app disconnected ..... what should I do?

Hi rroesch, sorry to know you have the same problem, please send email to flysafe@dji.com, the team will check and help you out, thanks.