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  #1  
Old 01-04-2020, 12:25 AM
steven002r steven002r is offline
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Join Date: Aug 2005
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Default Paid for an update + support - no news

Hi,

On 27.12.2019, I have paid for:
- Pro Tools Upgrade with Annual Upgrade Plan Standard Support
- Update + Support Plan for Pro Tools Pro Tools Update + Support Plan (Reinstatement)


My credit card has been charged. I haven't received any news, any download link.

I have open a case (03853579). I have received no confirmation, no answer.f

I have checked my ilok account. I haven't received any new licence.

Whats wrong ?

Thanks for your answer.

Stéphane
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  #2  
Old 01-04-2020, 09:11 AM
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Default Re: Paid for an update + support - no news

Escalating...
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  #3  
Old 01-04-2020, 05:04 PM
glasswing glasswing is offline
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Default Re: Paid for an update + support - no news

Me too. BOught it 30 November and still no sign. I got emails and a receipt but the only instructions were to go to my Avid Account - but no sign of anything there. When I paste my System ID it says "Unrecognized". Fortunately, I'm not dependent on Avid plugins or I'd be screwed - preparing music to send to Michael Brauer.
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  #4  
Old 01-05-2020, 02:54 AM
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Default Re: Paid for an update + support - no news

This thread is esclalated, sit tight...
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  #5  
Old 01-06-2020, 08:42 AM
steven002r steven002r is offline
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Default Re: Paid for an update + support - no news

Thanks JFreak !
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  #6  
Old 01-06-2020, 09:14 AM
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Default Re: Paid for an update + support - no news

Quote:
Originally Posted by steven002r View Post
Thanks JFreak !
Oh no, thank Jeffro or Tope when they actually help you
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  #7  
Old 01-06-2020, 09:07 PM
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jeffro jeffro is offline
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Default Re: Paid for an update + support - no news

Quote:
Originally Posted by steven002r View Post
...I haven't received any news, any download link.

I have open a case (03853579). I have received no confirmation, no answer.f

I have checked my ilok account. I haven't received any new licence...
Looking into your case and will follow up there.
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  #8  
Old 01-06-2020, 09:19 PM
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jeffro jeffro is offline
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Default Re: Paid for an update + support - no news

Quote:
Originally Posted by glasswing View Post
Me too. BOught it 30 November and still no sign...
Your account shows a 1-Year Subscription at the top of the Pro Tools Ultimate section. It's waiting for you to surrender your perpetual license (click Select upgrade options and follow the prompts).
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  #9  
Old 01-06-2020, 10:36 PM
steven002r steven002r is offline
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Join Date: Aug 2005
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Default Re: Paid for an update + support - no news

Hi Jeffro,

Thanks for you help.
I have activated the product and I see licence on my ilok account.
But I cannot find links to download my product.

In the section "My Product">"Protools upgrade and support plan 2015 upgrade", there is a quotation: "No download available. This product is a code only, or available on your purchased discs."

How can I download my Protools 12 ?

Thanks for your answer.

Best regards.

Stéphane
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  #10  
Old 01-07-2020, 11:03 AM
Inglesworth Inglesworth is offline
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Default Re: Paid for an update + support - no news

I'm also on this train. I have a perpetual license which the updates/support had expired for, and I took the opportunity to purchase the update/support reinstatement on 12/31, as I received an email stating they wouldn't be selling them anymore after this. I have nothing new in my account under My Products. When I click on my Pro Tools Ultimate tab, it still shows as expired and the download link is still for the latest version from before the plan originally expired. I opened a support case a week ago and still haven't heard anything back, though I did get an email survey asking me to rate how the support case went...
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