"Renew Support" option is missing from a current Annual Upgrade Plan [SOLVED]

[jeffro]

Originally Posted by Elias*prs24

I renewed 02/23/2017 via Sweetwater and as of today 03/08/2017 ... half month later I STILL have no help from Avid. NO RESPONSE on submitted case yet. Sweetwater techs can't fix it. My Avid account continues to show EXPIRED! My iLok can't be activated. I don't have an email from Avid support to even acknowledge my case submission. If the issues are that bad with Avid, simple communication would help me with my patience.

Welcome to the community.

Please check your email for a support case update. Thanks!

[Elias*prs24]

Jeffro has been a great help. Pro Tools 12.7.1 and iLok all now activated. Only glitch left is the App Manager ... most everything is fine except the account section won't sync, and it keeps informing me my subscription is expiring. I've cleared cache files, and also uninstalled and re-installed the latest App twice.

[RonTB]

Has anyone run into the problem of not having the renew link for your update plan showing in your master account. My account shows a current and active update plan that expires at the end of this month, and I'm getting notices to renew but can't without the link.
Thanks in advance for help with this issue

Nevermind, it appears I can renew through Sweetwater and may not need the link.

Wrong I still need the link to use the update code I just paid for from Sweetwater. A little help would be greatly appreciated from Avid.

Thanks

[TOM@METRO]

And you went to>> "My Account">> "Avid software activation and download"?

[RonTB]

Originally Posted by TOM@METRO

And you went to>> "My Account">> "Avid software activation and download"?

Hi Tom, I did try that with the update plan code I purchased. It actually recognized the code as a renewal code for my perpetual license updates and provided a link to my products and subscriptions, where my present update plan shows active, but does not provide the blue update link I need to use my code.
Tom, I attached a generic image showing the blue renew support link that's not on my page. The only other difference is that I don't use the support plan, so it shows expired.

[TOM@METRO]

Interesting that it shows active. It also has an end date of Sept 2016.

I would contact Avid support on this.

I will also try to make this more visible to Jeffro.

[Top Jimmy]

Originally Posted by TOM@METRO

Interesting that it shows active. It also has an end date of Sept 2016.



I would contact Avid support on this.



I will also try to make this more visible to Jeffro.

Tom, he mentioned it is a generic image showing the link. It's not an image of his account.

[RonTB]

Tom, or Jimmy can you point someone who can help to my issue.
If you already have, Thanks again.

[jeffro]

Glad to hear the license issue has been solved. Will follow up via case to see if we can straighten out the issue with Application Manager.

[Top Jimmy]

Originally Posted by RonTB

Tom, or Jimmy can you point someone who can help to my issue.
If you already have, Thanks again.

http://avid.force.com/Support/RegistrationCaseCreation