Arvato/Avid What is this?

[ptfigg]

My annual upgrade plan was up for renewal in early September. I set up "Auto Renew", thus allowing my credit card to be charged accordingly.

On Sept.06 I received 2 emails from Avid:

1- "Your Perpetual Avid Subscription payment has been processed."
2- "Thank you for activating your Annual Upgrade Plan for Pro Tools."

I assumed everything was fine. However, I just noticed there's no current/valid subscription license listed in my iLok account. Also, Avid Account info shows no orders for 2017.

On Sept.06, there is a $99 charge on my credit card, vendor listed as "Arvato Avid NY."

What is this Arvato Systems, and what is their affiliation with Avid?

I will contact Avid on the next business day. I was just wondering if anyone else has experienced similar issues.

thanks.

-paul.

[Stig Eliassen]

http://avid.force.com/pkb/articles/e...Arvato-Systems

[ptfigg]

Understood, Stig. However this doesn't explain why my account is not in order when I was charged 30 days ago ...

-paul.

[Stig Eliassen]

I will notify Avid.

[jjnssn]

This happened with my account last year. My auto renewal is coming up and frankly I am assuming it will have issues again. I am posting so other know that this isn’t a smooth process and I am guessing it is still a manual process that is prone to human error.


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[jeffro]

Originally Posted by ptfigg

...I just noticed there's no current/valid subscription license listed in my iLok account...

Thank you for renewing! You own a perpetual license for Pro Tools. Renewing the Upgrade Plan extends its Release Limit date to authorize new releases (right+click your license and select Show Details in iLok License Manager to check that date). Your iLok account looks correct - the Release Limit was updated on your Pro Tools Perpetual Bundle (with 10/11/12). Perhaps you are referring to the Upgrades license, but that doesn't affect Pro Tools.

[ptfigg]

Originally Posted by jeffro

Thank you for renewing! You own a perpetual license for Pro Tools. Renewing the Upgrade Plan extends its Release Limit date to authorize new releases (right+click your license and select Show Details in iLok License Manager to check that date). Your iLok account looks correct - the Release Limit was updated on your Pro Tools Perpetual Bundle (with 10/11/12). Perhaps you are referring to the Upgrades license, but that doesn't affect Pro Tools.

Thank you for responding. I'm still not clear.

Yes, I own a Perpetual License. I've been paying $99 per year which I assume allows me to keep Pro Tools current.

This is how it's been listed in iLok:



You are saying I should not be concerned that the renewal transaction ($99) completed four weeks ago is not reflected in iLok as an "Upgrade" that will expire in 2018?

As well, why is the $99 transaction completed four weeks missing in my Avid Account? As stated my account displays no transactions for 2017.

Thanks again.

-paul.

[jeffro]

Originally Posted by ptfigg

...I own a Perpetual License. I've been paying $99 per year which I assume allows me to keep Pro Tools current.
This is how it's been listed in iLok...

The Upgrades license was never implemented and can be ignored/hidden. (Please see the kb I linked to previously.)

You are saying I should not be concerned that the renewal transaction ($99) completed four weeks ago is not reflected in iLok as an "Upgrade" that will expire in 2018?

Correct, the Upgrades license is actually not related since it was never implemented. You can confirm that your Pro Tools license is correct using Show Details in iLok License Manager to see that the date matches your Upgrade Plan.

As well, why is the $99 transaction completed four weeks missing in my Avid Account? As stated my account displays no transactions for 2017.

That shows new products, but this is a renewal of an existing product. Please check the date in your Upgrade Plan in my.avid.com/products, as well as the Release Limit date on your Pro Tools Perpetual Bundle (with 10/11/12) in iLok License Manager (they should match).