Pro Tools 12 isn't in my Avid account after I purchased an upgrade

[adamcal]

they got it going for me , shame it needed a case to be opened and perhaps forum posting prompting to get it to work how it should in the first place.

[jeffro]

adamcal - I reviewed the case and it sounds like the upgrade was in your account waiting for you to select your previous product to upgrade from. Glad you were able to complete it.

mds1001 - I can't find your info based on your community email or User Name. Could you please update your email address to match your Avid account?

[mds1001]

Originally Posted by jeffro

mds1001 - I can't find your info based on your community email or User Name. Could you please update your email address to match your Avid account?

Email address updated. Thank you for your help!

[jeffro]

Originally Posted by mds1001

Email address updated. Thank you for your help!

Thanks for updating your info. Looks like you completed your upgrade. I checked your account and I see "Pro Tools Annual Upgrade and Support Plan" listed there and your licenses are in your iLok account waiting to be activated to your iLok2.

[silvermoonbeam]

This has just happened to me, too. I just upgraded to PT 12, received the purchase confirmation in an email and then… nothing.

During the purchase process I was asked to verify my email (done!), give my iLok username and password (done!), and since then have received circular or contradictory instructions. By this I mean apparently I am to get my System ID (serial number?) when the product is downloaded, but I can't download it (or see it in my account?) until I enter my System ID, which I don't know.

Another link said:

"Visit avid.com/activation to enter the Activation Code provided on the back of the Avid Activation Card that came with your software purchase (you will first need to log in to your Avid Master Account). If you made your purchase online at the Avid Store, this process not necessary and your software is automatically activated during the final steps of the purchase process. You will need to enter your iLok.com User ID (created in Step 1 of this guide) during both Activation and online purchase."

I've never had trouble with my iLok or any other upgrades. It would be fine (i think), if Avid had said at time of purchase that this would take 24 hours to percolate through all their systems, but they gave me a big download button with nothing to download. I can't call their support line because in order to talk to anyone I must enter my, ahem, System ID.

It should not be this difficult…

[jeffro]

Originally Posted by silvermoonbeam

This has just happened to me, too. I just upgraded to PT 12, received the purchase confirmation in an email and then… nothing...

Your product is in your Avid account waiting for you to select your previous product to complete the upgrade.

1. Sign in to account.avid.com
2. Click "My Products and Subscriptions"
3. Click "Pro Tools Annual Upgrade Plan"
4. Select the license to upgrade from then click Submit

See http://avid.force.com/pkb/articles/h...ActivationCard for more info if needed.

[silvermoonbeam]

Okay, maybe I need to apologise to Avid… I have a dozen Avid products in my account and I was expecting to see something like "Pro Tools 12 upgrade" at the top of the list of products in my account. Instead, nestled in the middle of all my products was "Pro Tools Annual Upgrade Plan." It either just showed up or I only just noticed it.

Nonetheless, there was still a prompt to follow a link to enter my System ID "to claim my upgrade," and entering the ID# I now see in my account throws up an invalid message. But it turns out I don't need it as all the products were available of download once I hit the disclosure triangle.

It's all been very confusing…

[jeffro]

Originally Posted by silvermoonbeam

...all the products were available...

Glad to hear you got it completed!

[daniel_c]

...

[Wall2Wall]

this thread may help. same issue.

http://duc.avid.com/showthread.php?t=375562