My ProTools 12 EDU license is not in my iLok Account - auto-upgrade from PT10

[gabrielaudio]

Hi!

I'm trying to update to ProTools 12.2.1 but it doesn't appear in my iLok Account. I have the Avid master account and my iLok linked. My iLok Account only shows the PT 10 license than I registered years ago. I checked carefully and I don't have any reference to PT 11/12 or renewal. All the EDU licenses in that time had 4 years of free upgrades, but it seems it something went wrong and Avid didn't send the upgrade to my iLok account.

The section "My Products and Subscriptions" shows that I have PT 12.2.1 license, but the "Products Not Yet Downloaded" section is empty. The same in my iLok Account, no references to any PT 12 license or Renewal license...just nothing. Only the old one (PT 10) or a demo or trial that I had in the past.

Please check the images attached



P.D.: it also doesn't allow me to link the duc.avid.com account with my Avid Master Account

[StillHollow]

Open the iLok manager and drag the license from the main display over to your iLok. Make sure you are logged in too for this to work.

[gabrielaudio]

Originally Posted by StillHollow

Open the iLok manager and drag the license from the main display over to your iLok. Make sure you are logged in too for this to work.

As I said, there is NO license in the whole iLok account (not in the iLok, not in the account, etc...). And the Avid Application Manager says that the PT 12 license is not activated.

I bought a PT 10 EDU years ago and now I want to upgrade it to 12 (it had included several years of free upgrades). My AVID account shows that i have the license of the PT 12 but it's not in my iLok account (I only have the PT 10 license there). Check the screenshots attached in my previous message.

So, I don't know what to do. Waiting to see if some of the Avid guys see my message. At the end this kind of issue is not my fault. I can't understand how a big company like this makes me pay more than 40€ for being able to talk with the support service for a problem that is definitely not my fault.

Thanks anyways