Tech Support doesn't find my System ID

[jonathan jetter]

Hi everyone- I have Pro Tools Ultimate, perpetual license w/ a current support plan.

Tried to call tech support, went to enter my System ID, they are not able to find it, and so there's no way to get through to a person.

Entered it multiple times, I am 100% certain the System ID number is correct.

Any ideas how to solve? Thanks in advance,

[matchmix]

click on the expired tab - it may be expired

[GroovnD313]

Same problem here. With an active support plan

[Tweakhead]

same here. a shambles of an operation.

[matchmix]

You can look on your ilok licenses manager and check the Publisher ID that is same thing as your system ID

[jonathan jetter]

Originally Posted by matchmix

You can look on your ilok licenses manager and check the Publisher ID that is same thing as your system ID

Originally Posted by matchmix

click on the expired tab - it may be expired

I am 100% sure my plan is active, and 100% sure my System ID is correct.

[jonathan jetter]

Originally posted this in the Pro Tools 2021 forum, but realizing it might be more appropriate here (Mods, feel free to delete the other post).

Hi everyone- I have Pro Tools Ultimate, perpetual license w/ a current support plan.

Tried to call tech support, went to enter my System ID, they are not able to find it, and so there's no way to get through to a person.

Entered it multiple times, I am 100% certain the System ID number is correct. and 100% certain the support plan is current.

Any ideas how to solve? Thanks in advance,

[Obsidian Dragon]

According to DigiTechSupt,

Pro Tools Software Update Plans and Subscriptions only include online (webcase) support. Please refer to https://www.avid.com/learn-and-suppo...-support-plans for this info.

[Big Mother]

https://www.avid.com/learn-and-suppo...-support-plans

So the $200.00 (Vanilla) Annual Support Plan gets you 24 to 48 hr email support and updates, no call support?
Wow, was that something that changed and I didnt read about? Was it this way for the last few years?

[Obsidian Dragon]

Originally Posted by Big Mother

https://www.avid.com/learn-and-suppo...-support-plans

So the $200.00 (Vanilla) Annual Support Plan gets you 24 to 48 hr email support and updates, no call support?
Wow, was that something that changed and I didnt read about? Was it this way for the last few years?

Yeah. I've never used the support so I was a little surprise a few months ago when I read it was just web-based (not live call). There are higher cost plans for phone support available. I initially only got the $99 one-year product upgrade option and passed on the additional $99 support option. About two years ago they made it so that you had to get them together for $199. About that time they also imposed a penalty to reinstate if you let your perpetual license lapse. Now there is a push to get people over to the subscription model. Some call this the "cost of doing business" with Avid. Others call this a form of extortion. You can decide with your wallet. There are many other DAW solutions out there and they are all getting better. If you like to use Protools and are willing to put up with the shenanigans, it is what it is.