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Old 07-11-2018, 09:15 AM
Jeffrey Talbot Jeffrey Talbot is offline
Join Date: Dec 1999
Location: New Orleans, LA USA
Posts: 626
Default Trying to renew

So my PT Ultimate subscription expired literally a few days ago. When I launch PT, I get a message that says

"Your subscription license expires July 11, 2018 3:33:51 PM CDT. (today)

You have been given extra time to clear up any renewal issues. You can use the filling link to go to the publisher site. (and then a link that takes me to my account, which is listed as expired, with no way to renew"

When I contract Customer Service, the response was this:

Thank you for contacting Avid Customer Care - Web Store.

I'm sorry to inform you that your Pro Tools HD Annual Subscription has Expired already. Once the Subscription got cancelled or expired, there's no other way to re-activate the license here. The only way for you to use the program again is to just re-purchase a new Subscription plan and use the new license to launch PT. You may buy the PTHD Annual Subscription or Pro Tools Ultimate Annual Subscription from us or in any authorized reseller near you

REALLY? So even though PT says I've got to 3:33 today to renew, the store won't renew it ? An Avid expects me to pay the full fee because I'm 4 days late in renewing? REALLY?

Is there a number that I can call to actually speak to a person to help get this fixed ?
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Old 07-11-2018, 09:27 AM
Stig Eliassen's Avatar
Stig Eliassen Stig Eliassen is offline
Join Date: Jan 2005
Location: Norway @ Studio Varmt & Trangt
Posts: 7,453
Default Re: Trying to renew

Sorry to hear this. I've escalated your case.
Studio rig - Pro Tools|HDX 2018.7 | Logic Pro X.4.2 | Avid HD I/O (8x8x8) | 6-core 3.33 Westmere w/24GB RAM | OS 10.12.3 | D-Command ES | Eleven Rack | Vienna Ensemble Pro 5
Mobile rig - Macbook Pro i7 w/16GB RAM | UA Apollo 8p | Pro Tools|HD 2018.3 | Logic Pro X.4.2 | OS 10.12.6
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Old 07-12-2018, 02:30 PM
Jeffrey Talbot Jeffrey Talbot is offline
Join Date: Dec 1999
Location: New Orleans, LA USA
Posts: 626
Default Re: Trying to renew


Last edited by Jeffrey Talbot; 07-12-2018 at 09:00 PM.
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Old 07-13-2018, 12:31 PM
jeffro's Avatar
jeffro jeffro is offline
Join Date: Jun 1999
Location: SF Bay Area
Posts: 7,981
Default Re: Trying to renew

Sorry if I'm missing some info here (feel free to correct me) but your post is about a Pro Tools Ultimate Subscription. That's different than an Upgrade Plan.

The subscription is good for one year and includes a temp license that's active for that year. It can be renewed for another year while active or you can start a new subscription any time. The price is the same. It's normal for the license to expire within a few days if you don't renew your Subscription, and it sounds like that's what happened here.

Upgrade Plans are different in that they provide a perpetual license. That never expires, and can be used during or beyond your Upgrade Plan's term to authorize the versions provided.

I'll check in with the rep handling your case to see where that's at.

Please check out the licensing FAQ and reply if you have additional questions.
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