ASC Issues
 

hello,

i need to transfer licenses for a lost ilok. i purchased an ASC but never received an email with the ASC code, just a confirmation email and a receipt. there is also no live agent to chat with and i cannot call the hotline without the ASC so i am stuck. can someone help me?

thanks,
acidcabin

Re: ASC Issues
 

Think Avid are swamped at the moment:

Due to the ongoing COVID-19 pandemic, Avid is experiencing a significant uptick in customer requests. We thank you for your patience and understanding as we work diligently to meet our customers’ needs.

I’m having a similar issue where I just want to contact basic level support and I am bounced back to the My Account page. Avid support have escalated this I’m guessing it might have something to do with the banners for the sales because this seems to be the only thing that’s changed since I was last able to access that area of the site.

Anyway if you want to obtain you support code the link to have this emailed to you works have you tried that?
It can be found here:

https://avid.secure.force.com/ASC/ASCEmailAscDetails

Re: ASC Issues
 

If it wasn't redeemed as part of your purchase you should find it in my.avid.com > Products Not Yet Downloaded so check there and Activate it. Next please follow the steps in avid.secure.force.com/pkb/articles/faq/Lost-Stolen-or-Broken-iLok-Policy to Submit an RMA with iLok, etc. Thanks.

Re: ASC Issues
 

I added a note on your case to investigate this issue as well.

Thanks for the assist!