Activation Problem

[island man]

I just bought a license for PT11 upgrade from LE via Sweetwater

Trying to activate it on the Avid site - the system asks to update billing address before authorizing/activation. So I update my address. Then the system response is "this account cannot be used in AVID store. Contact Customer Support".

1. I did not buy the upgrade from AVID store. I bought it via Sweetwater.
2. I have previously activated LEtoPT11 upgrades in the last 4 months.

So, this is obviously a new step/process on the AVID site. It's a major inconvenience right now.

I have raised the issue with my Sweetwater Rep, curious what the reply will be.

[Southsidemusic]

Hi

This is a pretty common issue lately and you have these two options for now.

Either You should contact Avid Store support, linked from the bottom left of the pages on the Avid store.

Where it says:
Order Support
Contact Us

OR you can use anlther address as you won't get anything shipped anyway (digital download) so if you know an address that works just use that. Not illegal or anything, we did that several times and worked perfectly

Best Regards
Christopher

[island man]

Thanks for that bit of information. I will try it. Just a major hassle. It seems they are just wanting to push activities to their support department for no reason.

In the meantime, still no reply from my Sweetwater rep.

[Southsidemusic]

Originally Posted by island man

Thanks for that bit of information. I will try it. Just a major hassle. It seems they are just wanting to push activities to their support department for no reason.

In the meantime, still no reply from my Sweetwater rep.

Yes I know and agree but I doubt sweetwater can do anything as its Avid store server issues and not a sweetwater issue.

Try a different addres and You'll be fine, another member did the same thing yesterday and it was fine.

Its not an important thing as you aren't gonna get anything shipped to you and you can change it back later on when those things gets fixed.

All The Best
Christopher

[island man]

No cigar. Anything I click on my account page loads a message that requires me to update my address, when I do, the result is always the same "Your account cannot be used in Avid store, Contact Customer Support." Wow.

[Park Seward]

Contact Avid Store:

http://avid.force.com/Support/cc_avi...econtactusform

[QuacksMeUp]

Confused on this new licensing arrangement. I've been using PT 10HD... which includes license for PT 10. I just purchased the upgrade subscription for PT 11 (non-HD)... but I'm told no eligible upgrade products exist in my iLok account. (I'm looking right at the PT 10 license).

Wrote support 3 business days ago (got ticket #) - but still no reply.

So, can I not upgrade my existing version? Do I need to buy a new, full copy of PT 11 and start there?

Or, is the problem that I must upgrade using HD (i.e. I can't downgrade to non-HD)?

FWIW: couldn't afford the expense of HD anymore, so got rid of the legacy hardware and went to Apogee Ensemble Thunderbolt. That was 4 weeks ago and I still haven't been able to fire that baby up!

Karl

[island man]

Originally Posted by Park Seward

Contact Avid Store:

http://avid.force.com/Support/cc_avi...econtactusform

Thanks for that link, previously very very difficult to find an online contact form. We'll see how it goes.

[island man]

Still no resolution. Customer support only replied with the comment that they have elevated my issue to their IT department. Wow, it's been 6 weeks already. So frustrated right now.

[lexaudio]

Yeah, getting AVID to respond and actually get anything done anymore is pretty much the standard now.

And they now want you to pay for this kind of service as well.

I bought an Eleven Rack that came with Vanilla and there was no activation card in the PT box.

I also bought the expansion pack for it and couldn't register it either.

It took 6 weeks to get an activation code and when I called support to get the expansion pack activated as it wouldn't, it took and hour and 3 transfers to get it done.
Plus they wanted to charge me a "support call" to help me activate it as well.

This looks like the new AVID now.

Is it too early to say the passengers on the Titanic were better off?

MehAVID