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Old 09-16-2019, 09:45 AM
matthewfm matthewfm is offline
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Default Purchased Pro Tools, did not receive

Hello everyone,

On Sept 14, I purchased an Education-price monthly subscription for Pro Tools using my PayPal. After completing my purchase, the product was nowhere to be found in my account, nor did I ever receive an email confirmation. My PayPal history and Avid order history show that I did in fact purchase a Pro Tools monthly subscription. Furthermore, iLok does not allow me to access Pro Tools. Why can’t I access my product?

Thanks!
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Old 09-16-2019, 12:57 PM
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jeffro jeffro is offline
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Default Re: Purchased Pro Tools, did not receive

Welcome to the community. Found and escalated your case.
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Old 11-17-2020, 01:19 AM
Dominyka Dominyka is offline
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Default Re: Purchased Pro Tools, did not receive

Hello,
I have the exact same problem with Pro Tools Student license. I have purchased the new license on 14th Nov but still haven't received any confirmation email with activation information. The purchase is recorded in my avid account order history though, but nowhere else on the platform.
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Old 11-18-2020, 12:58 PM
Marc Hudson Marc Hudson is offline
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Default Re: Purchased Pro Tools, did not receive

Similar issue here. Purchased a crossgrade from my perpetual license to a yearly subscription on Nov 15. It shows up in my order history but when I try to register it says "This iLok account does not appear to have an eligible license for this upgrade." but my Ilok account definitely still has my perpetual license. Opened a support case on the 15th but no response so far.
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Old 11-19-2020, 05:05 PM
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jeffro jeffro is offline
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Default Re: Purchased Pro Tools, did not receive

Quote:
Originally Posted by Dominyka View Post
Hello,
I have the exact same problem with Pro Tools Student license. I have purchased the new license on 14th Nov but still haven't received any confirmation email with activation information. The purchase is recorded in my avid account order history though, but nowhere else on the platform.
Welcome to the community. I see you have a case in progress so please watch email for a response.
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Old 11-19-2020, 05:12 PM
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jeffro jeffro is offline
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Default Re: Purchased Pro Tools, did not receive

Quote:
Originally Posted by Marc Hudson View Post
Similar issue here. Purchased a crossgrade from my perpetual license to a yearly subscription on Nov 15. It shows up in my order history but when I try to register it says "This iLok account does not appear to have an eligible license for this upgrade." but my Ilok account definitely still has my perpetual license. Opened a support case on the 15th but no response so far.
Escalated your case so please look for a case notice email soon.
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