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  #11  
Old 12-29-2019, 08:13 PM
unkJE unkJE is offline
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Default Re: How to renew PT Ultimate subscription online?

Please remove that image immediately as it contains your private system id
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  #12  
Old 12-29-2019, 08:23 PM
unkJE unkJE is offline
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Default Re: How to renew PT Ultimate subscription online?

Quote:
Originally Posted by philip_purcell View Post
Thanks for that info - if I take that deal, that would be a new subscription, rather than a renewal, wouldn't it?
Annual subscription, by definition, means you get a new subscription every time you renew - but I wish this whole process was easier for everyone!

Quote:
Originally Posted by philip_purcell View Post
Is there any downside to that? Because the price is good.
On my limited budget, cheapest wins.

Quote:
Originally Posted by philip_purcell View Post
For some reason, I don't get the "Renew subscription" button shown in the demo. It worked last year. And still no response to my support request.
As I only have Perpetual licenses (and no Subscription licenses), I’m out of my depth – so I must ask for a Moderator to please elevate this to Jeffro’s attention.
I can’t understand why you can’t renew directly from your Avid account>My Products.
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  #13  
Old 12-29-2019, 08:29 PM
unkJE unkJE is offline
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Default Re: How to renew PT Ultimate subscription online?

Quote:
Originally Posted by philip_purcell View Post
Anybody seen this on their renew page?
Please delete your image (select “Go Advanced” for this option) and post another one that has your System ID blocked out (for your own protection).

I can vouch that I saw no "Renew" option on your page.
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  #14  
Old 01-05-2020, 03:33 PM
philip_purcell philip_purcell is offline
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Default Re: How to renew PT Ultimate subscription online?

Anyone know what the office hours are for phone support ex-Australia? Getting no response from online support, and "Call back during office hours" from phone +61 02 9420 3066. Getting increasingly frustrated. I just want to give them my money to renew my 12 months' subscription. I could just purchase another subscription and let the old one lapse, but I suspect there is a problem with my Avid account and would like it sorted first.
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  #15  
Old 01-05-2020, 06:00 PM
unkJE unkJE is offline
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Default Re: How to renew PT Ultimate subscription online?

Quote:
Originally Posted by philip_purcell View Post
Anyone know what the office hours are for phone support ex-Australia? Getting no response from online support, and "Call back during office hours" from phone +61 02 9420 3066. Getting increasingly frustrated. I just want to give them my money to renew my 12 months' subscription. I could just purchase another subscription and let the old one lapse, but I suspect there is a problem with my Avid account and would like it sorted first.

Start a Registration Case:
http://avid.force.com/Support/RegistrationCaseCreation
Then you’ll get your Case Number – please post it here on your DUC Thread to “speed thing up”.

Copy your System ID, shown in your Avid account – you’ll need this when phoning.
Skype Avid Support (Asia Pacific/English spoken) - open now:
+81335057957

It’s Sunday in the USA
Monday Noon in California = Tuesday 7AM in Sydney
USA Avid Support:
1-800-800-2843 / +1 978-275-2476


Many others have reported “No Renew Button”
http://duc.avid.com/archive/index.php/t-388822.html
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  #16  
Old 01-05-2020, 07:49 PM
philip_purcell philip_purcell is offline
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Default Re: How to renew PT Ultimate subscription online?

Thanks - I already did that a couple of weeks ago. Not getting any satisfaction at all. Tried the phone number as I'm pretty sure support for Australia is in Japan, so similar timezone.
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  #17  
Old 01-05-2020, 08:13 PM
unkJE unkJE is offline
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Default Re: How to renew PT Ultimate subscription online?

Quote:
Originally Posted by philip_purcell View Post
Thanks - I already did that a couple of weeks ago.
In that case, please post your Case Number here


Quote:
Originally Posted by philip_purcell View Post
Not getting any satisfaction at all. Tried the phone number as I'm pretty sure support for Australia is in Japan, so similar timezone.
Please elaborate: did you get your Renewal? What info did you get?


Getting the Renew Button back in your Avid account (as previously mentioned) is an issue that needs to be fixed for many, as well as yourself.
Please don't expect Phone Support to fix that - they can only "pass on the Message".
It's far more important to just get your Renewal - the rest can be fixed later.
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  #18  
Old 01-05-2020, 10:30 PM
philip_purcell philip_purcell is offline
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Default Re: How to renew PT Ultimate subscription online?

They are still insisting I bought through a reseller (I didn't). I am still waiting for Jayson to get back to me after talking to someone on phone support. I am resigned to just purchasing a new subscription, but more concerned that my account is broken. Hopefully can be sorted eventually.
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  #19  
Old 01-05-2020, 10:44 PM
unkJE unkJE is offline
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Default Re: How to renew PT Ultimate subscription online?

OK - so please post your Case Number here, so Jeffro can get this sorted for you!
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  #20  
Old 01-06-2020, 12:07 PM
philip_purcell philip_purcell is offline
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Default Re: How to renew PT Ultimate subscription online?

Case number is 03851259


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