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Old 02-24-2021, 09:33 AM
zwolf zwolf is offline
Join Date: May 2013
Location: Portland, OR
Posts: 28
Default Problem with account billing

Hi - I just received the following email from Avid:

We hate to interrupt your flow

There was a problem processing the recurring subscription payment for your Pro Tools SW Monthly Subscription . Sustaining your power to create is what we’re here for, so let’s reconnect.

To keep using Pro Tools SW Monthly Subscription, please log in to your Avid account to verify and update your billing information to ensure there is no interruption to your subscription service.

For detailed instructions on how to continue using your subscription, click here.

Thanks for making Avid part of your creative process!

But when I logged into my Avid account, I can't seem to access my billing information. Furthermore, I know my linked CC is current and without issues. Makes me think this is some sort of glitch on the Avid end, but I want to be sure my service isn't interrupted!

thanks for any help.
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Old 02-24-2021, 10:11 AM
junkgear's Avatar
junkgear junkgear is offline
Join Date: Jan 2012
Location: USA
Posts: 1,444
Default Re: Problem with account billing

There isn't much we can do here on the forum for you. Just to make sure there are no interruptions in service, I would Contact Avid Support

System Details
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Old 02-26-2021, 08:55 AM
zwolf zwolf is offline
Join Date: May 2013
Location: Portland, OR
Posts: 28
Default Re: Problem with account billing

Yeah, true. I just posted this in case other users were experiencing similar. I’ve opened a ticket with avid support- it’s my first foray into this for any reason. I sure hope they’re prompt because I’m in the middle of a big project. I still have access for now, but paranoid about losing service at any moment.

I’ve called my CC and bank, no problems with either card, tried switching payment methods but keep getting the notice that they can’t process my payment.

Sent from my iPhone using Tapatalk
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Old 02-26-2021, 09:49 AM
TOM@METRO's Avatar
Join Date: Apr 2006
Location: Los Angeles
Posts: 17,320
Default Re: Problem with account billing

If you run out of time while this is being dealt with, you can download the Pro Tools demo which will give you more time.
~ tom thomas

Formerly hobotom

Pro Tools Ultimate 2020.12 HDX
HD Omni and 192 I/Os
Windows 10
Intel Hexcore i7
All Samsung Pro SSDs
Ampex MM1200 2" 24 trk tape
Outboard: UREI, Eventide, Lexicon, Yamaha, TC Electronics, Orban, ART, EchoAudio, Dolby, Hughes, API, Neve, Audio Arts, BBE, Aphex, Berringer, MOTU, dbx, Allison, etc.
Plug-ins: Too many to talk about.

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Old 03-07-2021, 10:20 PM
beve beve is offline
Join Date: Nov 2009
Posts: 1
Default Re: Problem with account billing

I'm having the exact same problem. I could not locate a subscription link anywhere. I tried submitting a ticket but the website froze. Let me know if you figured it out.

Thank you!
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Old 03-09-2021, 08:33 PM
zwolf zwolf is offline
Join Date: May 2013
Location: Portland, OR
Posts: 28
Default Re: Problem with account billing

Sorry I just saw this, I only stop by periodically...

I did sort it out, by trial and error rather than any real help from Avid support. I eventually found the account billing info by going to the "my products" tab on the account details page and clicking on "Pro Tools subscription". From there you have access to the payment methods you have on file. I tried a few cards to no avail over a couple of days and finally my payment was accepted.

Don't know the reason for the glitch. It wasn't a problem with any aspects of my cards.
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