"Auto-Renew" didn't renew. Now Subscription expired, what now?
 

Hey, sorry to bring this into the forums as I know it seems to be a common issue. Hoping I could get some help from the Avid folks considering the Customer Service lines are down.

I am on the education priced 1-year subscription plan. Its payed monthly, I started the subscription 2-3 months ago.

Logged into Protools today and got a window message telling me my subscriptions expired. Logged into Avid on my master account and it also shows me my Protools subscription is expired.

I'm unable to renew the subscription here too as it does not give me the option. (no renewal button or billing info option).

My Order History shows there was no attempt to renew this month (MAY - on the 9th) but shows the renewal transactions for March 9th and April 9th.

I'm certain there are no issues with the credit card I used to pay the monthly renewal.

I put a claim in but no reply yet. Cannot afford to lose access to Protools right now, I'm working to support my family as my main gig fell thru when the lockdown here in NYC closed all non-essential businesses (venues, bars etc). What can I do?

Thank you and I appreciate your time.

case# 03947113

Re: "Auto-Renew" didn't renew. Now Subscription expired, what now?
 

Welcome to the community. I escalated your case to get that bumped up the queue.

Re: "Auto-Renew" didn't renew. Now Subscription expired, what now?
 

Hey Jeffro, thanks I appreciate it. Saw the case was assigned, hopefully everything gets worked out.

Re: "Auto-Renew" didn't renew. Now Subscription expired, what now?
 

Hey, am I able to purchase the normal single month subscription to hold me over until my 1-year edu subscription issue is resolved?

Just trying to keep protools access.

Edit:
Oh! interesting, my Ilok licenses now show everything is up to date (green arrows) and I'm no longer getting the expired license warning when opening up Protools. My avid master account still shows my subscription is expired, but at the moment its looking like my access is restored.

Re: "Auto-Renew" didn't renew. Now Subscription expired, what now?
 

I am also having this issue!

Re: "Auto-Renew" didn't renew. Now Subscription expired, what now?
 

Hey all, so I received a reply from Avid Customer care and had a question regarding my account.

They notified me that the monthly Edu subscription was made obsolete. I was under the impression that I was on the 1-year Edu priced service but I must have just been on the monthly service version.

My question,


On my Avid Account home screen it tells me:
"Your account is verified for Academic Eligibility till Feb 10, 2021."

Does this mean that I can purchase another Edu priced subscription without having to do the education verification process again?

I've read that only one copy of the software can be approved per person every 365 days under the Education Eligibility process. Does this apply to me considering I was in good standing with my original monthly subscription even though Avid recently just made that plan obsolete? I am doing my best to navigate this situation considering this issue is no fault of my own, I am trying to avoid a lapse in my Protools access and trying to avoid any unnecessary inconvenience.

Thanks again I appreciate your help.

Re: "Auto-Renew" didn't renew. Now Subscription expired, what now?
 

Anyone?

Re: "Auto-Renew" didn't renew. Now Subscription expired, what now?
 

The webstore team already sent an Email. Please check and respond if you have further inquiries.

Thank you,
Tope

Re: "Auto-Renew" didn't renew. Now Subscription expired, what now?
 

Should be able to Pro Tools EDU Annual Subscription without going to a new verification.

Thanks!
Tope

Re: "Auto-Renew" didn't renew. Now Subscription expired, what now?
 

Great! I appreciate it.