No license and download after purchase

[Jorgensen]

Hi,

I have a PT11 license (non-HD) and with the release of 12.3 I finally decided to get on the $99 annual upgrade plan. The purchase went fine, I received an order confirmation email and a second email telling me that everything was ready in my Avid account. That was yesterday.

But there's still nothing there - other than my current PT11 license. There's no license deposited to my iLok account either and no PT 12.3 download. My creditcard has been charged and I've also received the actual invoice.

The order is listed under "order history" but I get a "not found" error when trying to open the link.

Starting to feel a bit uneasy about this.

According to the Annual Upgrade Plan I'm entitled to 1 support case within the first 7 days after purchase but I need a system ID to do that - which I don't have since the product is not there in the first place.

So, I have no idea of how to get in touch with Avid. The website is extremely confusing and difficult to navigate so that's why I posting here now. All I want is just to get my hands on a product that I already paid for.

Any guidelines and help would be very much appreciated. What to do?

Thanks guys!

[crizdee]

Hi,

Ive alerted Jeffro to this post. he will look into it for you!

If you have or find any more information post it here



chris

[Jorgensen]

Cool, that's really good news! Thanks a lot.
Order no. 72588034.

[Jorgensen]

Everything is ok now!
Thanks a lot for helping me out.

Cheers!

[Galaadette]

hello,
I've got the same problem here. I wanted to upgrade from PT10 to PT12 with the annual plan... i've purchase the 214€ version, got the confirmation mail, followed the download link and nothing in the "not yet download".
Tried the system ID, but says not valid or already used...
went to ilok.com, no new licence
tried to view order history, but when I click, it says "oops sorry..."
As I am under osX Capitan, can't install my old PT10
(ok I should have wait before making a clean install of Capitan, but i was very trusty in the quick download process on the avid store).
At the beginning of the process i've opened a case (02835037) asking for a system ID (written in french) thinking i was not looking at the right place to find this ID... during the night i've sent a second message to avid with a case number 02835125 but no mail in return...
Tuesday 17, I've got to have my protools running...
can you help ?
thanks

[jeffro]

Originally Posted by Galaadette

I've got the same problem here....

Welcome to the community. Looks like Jun's reply to your case on 11/15 helped with this issue.