Activation code not accepted. ‘Case in queue’ for a week. [SOLVED]
 

I bought a boxed Avid Pro Tools and software annual upgrade and entered the code on the activation card along with my ilok account name but I get this error message: “This iLok account does not appear to have an eligible license for this upgrade.” I double and triple checked my ilok licenses and there is a PTHD9 license there but still this message.

I sent a support request almost a week ago but it’s stilled marked as “Case in queue”, I can’t do my job and feel a bit frustrated.

Any ideas? Or a (free) support phone number?

Thanks

Re: Activation code not accepted. ‘Case in queue’ for a week.
 

Did you buy something called this: " Avid Pro Tools and software annual upgrade"

If you are going from PTHD9 to the current version you needed the Reinstatement license.

The Annual upgrade license requires you to have a license that hasn't expired in the last month -- which you don't have.

Or an easy way to determine which license you bought -- was it around US$400 or around in price of US$799-$1000. You needed the more expensive one.

Re: Activation code not accepted. ‘Case in queue’ for a week.
 

Hi,

Thanks for the response!

This is what I bought:

Attachment 12114

So even though I have a perpetual PTHD9 license this is no good?

Re: Activation code not accepted. ‘Case in queue’ for a week.
 

Hard to tell from the front of the package. I'll check for your case and escalate that.

Re: Activation code not accepted. ‘Case in queue’ for a week.
 

Thanks jeffro

It was advertised as just that “Avid Pro Tools annual upgrade and support plan”

(I don’t need it to be HD or Ultimate for now anyway)

Re: Activation code not accepted. ‘Case in queue’ for a week.
 

HD only reinstates to Ultimate. You can't change down a tier. So you definitely have the wrong purchase

Re: Activation code not accepted. ‘Case in queue’ for a week.
 

You’re right. Just got that from support also.

Thanks

*Solved*