Surrender Support plan for new one
 

Hi,


we have a expired suport plan but a-have a perpetual licence for pro tools ultimate.

We just bought a renew licence from sweetwater for an expired support plan.
Sweetwater says that we need to surrender our existing licence to activate the new one. But so far, we didn't succeed to surrender.


Is it a step by step to do it ??


When i try to activate i hace this message :
This iLok account does not appear to have an eligible license for this upgrade.


thaks for your help

Re: Surrender Support plan for new one
 

Assuming you bought this:
https://www.sweetwater.com/store/det...e-expired-plan


How do I reinstate my Pro Tools HD (or Ultimate) Support Plan?
• Once you're logged in to your Avid Master Account, click on My products and Subscriptions.
• Click on the bar for the Support Plan you wish to reinstate.
• In the box that appears, copy/paste the activation code you received in an email from your Sweetwater Sales Engineer and click submit to complete the Reinstatement process.

More info:
https://www.sweetwater.com/sweetcare...-support-plan/

Re: Surrender Support plan for new one
 

Hi,


Thanks a lot. We bought the good item yes.I tried the exact procedure, but have an error message. (see the image).

The code is paste directly from the email from sweetwater.



On the sweetwater page related to our item it says :
"Additional steps for Pro Tools expired plans and updates

If you are reinstating (aka restarting) an expired plan, the instructions above still apply to you, but you will need to also surrender your old license in exchange for a new one. To get your new license:

1. Go to the My Products and Subscriptions page of your Avid Master account.
2. Click the purple bar for your Pro Tools software, and click Select upgrade options.
3. Select the license you wish to upgrade and receive future updates."

Once licence is selected, nothing to do ?? I assume for us it's the one year subscription ?

I tried tho select and then put the code in the Avid activation page, with the ilok id, but i have a message saying that there is no licence to upgrade.
the licence was put to available in our ilok account.


Thanks

Re: Surrender Support plan for new one
 

I gather you copied your Reinstatement Code from Sweetwater & pasted it in the last space, where it says "Enter a reinstatement code" - as shown in your 1st image:
http://duc.avid.com/attachment.php?a...2&d=1587191477
...then got the “invalid code” message.

I’ve noticed when I highlight a code to copy it, it sometimes highlights the code, then highlights one or two extra spaces – which results in an “invalid code” message.
To get around this, I highlight up to the 2nd-last letter (or number etc.), then enter the last two letters (or numbers etc.), by manually typing them in.
Then hit “Enter” on your keyboard.

Please advise if this works for you.

If it doesn't, we'll try to flag a Moderator or Jeffro, to get you sorted.


Once the updated license is viewable in your Avid Master Account>My Products, download the latest version of iLok License Manager.
Plug in your iLok and launch iLok License Manager.
Check where your Pro Tools Ultimate Perpetual is located:
Go to View>Columns and tick “Activation Location”.
Move the license to your iLok, if it's not already there (it may be in "Available Licenses").
After the license is on your iLok, right-click on your iLok (in the LH column of iLok License Manager) and select “Synchronize”.
Wait until the Spinning Ball stops – usually less than a minute – then exit iLok License Manager.

Re: Surrender Support plan for new one
 

Hi,
Thanks a lot for your help.
Yes, that's exact.
I tried again and again, no extra space unfortunatly.

the link provide by sweetwater for activating was a little different than yours but it's a little ambiguous on the "expired licence" part of the explanation.
https://www.sweetwater.com/sweetcare...paign=avid_SAE
So i tried also to go to the activation page on the avid site with the code.
It seems the procedure goes until ilok check an then an error message :
"you don't have the good licence on your ilok."
Both licences Protools Ultimate perpetual that have no expiration date and "Protools plug ins bundle" which has a expiration date have been put as "available" in our account.We have that both licences.

Can't arrive to figure out what are we doing wrong.

Re: Surrender Support plan for new one
 

In your Avid Master Account>My Products, when you open the banner showing Pro Tools | Ultimate, then "Select upgrade options", you should see your expired Pro Tools | Ultimate license.

Select it.

Then hit the purple "Submit" button. That should do it.

About your Sweetwater Code:
I gather you copied your Reinstatement Code from Sweetwater & pasted it in the last space, where it says "Enter a reinstatement code" - as shown in your 1st image:
http://duc.avid.com/attachment.php?a...2&d=1587191477
...then got the “invalid code” message.

I’ve noticed when I highlight a code to copy it, it sometimes highlights the code, then highlights one or two extra spaces – which results in an “invalid code” message.
To get around this, I highlight up to the 2nd-last letter (or number etc.), then enter the last two letters (or numbers etc.), by manually typing them in.
Then hit “Enter” on your keyboard.

Please advise if this works for you.

If it doesn't, we'll try to flag a Moderator or Jeffro, to get you sorted.

Re: Surrender Support plan for new one
 

We tried that quite a few times now...
In the 1st screenshot of my second message, there is the box where we tried to reinstate with "one year subscription crossgrade".


maybe we need...

Re: Surrender Support plan for new one
 

Current licenses get Renewals, expired licences need Reinstatements - hope you got a Reinstatement!

Once license is selected: Then hit the purple "Submit" button. That should do it.

Re: Surrender Support plan for new one
 

well we have a code for expired support plan. Exactly what we have.
Maybe a moderator can see on our account what is wrong.

Re: Surrender Support plan for new one
 

I'd never Crossgrade - you lose your Perpetual license, then if you don't renew in another year's time, you forfeit your ability to open Pro Tools.
Hold on to your Perpetual license!

You can always buy a limited Subscription to the latest Pro Tools, if you need it.