PT Studio-CrossGrade license issue and frustration

[Feste]

I upgraded my perpetual license to the PT Studio-CrossGrade license two years ago. The only reason I did this was because I was assured it would not need to be updated ever, but that I would simply not be able to get any upgrades after the two years were up. Now PT is telling me my license has expired and won’t operate. I have tried to contact Avid, but of course, this is impossible unless I pay $50 to speak to support. I have submitted tickets through their Account Support and Sales Support. I do not receive any confirmation of submission from Account Support and Sales simply sends me a message to read their knowledge base. I am incredibly frustrated, to say the least. I have been an Avid user for decades, yet I am not allowed to speak to anyone for support. I really feel like I have been tricked and sucker punched as well as lied to by Avid. The fact that there is ABSOLUTELY NO support for a customer is outrageous. No wonder, so many people I know have switched to Apple Logic. Does anyone here have any idea how I might contact a real person at AVID?

[Darryl Ramm]

"assured" by who exactly?

You likely purchased a subscription. Which after the two year promotional period requires you to keep paying a subscription. The early wording on some of this was not great, but if you read it very carefully it did explain you ended up with a subscription. Still no way for a company to operate.

But confirm by looking at your licenses details in iLok License Manager: Perpetual licenses will have "perpetual" in the name and a release limit date for when the support/update plan expires. Subscriptions will have an "expiration date".

Contacting Avid will be a waste of time. To solve this if you have a subscription you need to renew that which you can do from your Avid.com account "My Products" section or through a reseller like Vintage King or Sweetwater or switch to another DAW.

[cvicente22]

Originally Posted by Feste

I upgraded my perpetual license to the PT Studio-CrossGrade license two years ago. The only reason I did this was because I was assured it would not need to be updated ever, but that I would simply not be able to get any upgrades after the two years were up. Now PT is telling me my license has expired and won’t operate. I have tried to contact Avid, but of course, this is impossible unless I pay $50 to speak to support. I have submitted tickets through their Account Support and Sales Support. I do not receive any confirmation of submission from Account Support and Sales simply sends me a message to read their knowledge base. I am incredibly frustrated, to say the least. I have been an Avid user for decades, yet I am not allowed to speak to anyone for support. I really feel like I have been tricked and sucker punched as well as lied to by Avid. The fact that there is ABSOLUTELY NO support for a customer is outrageous. No wonder, so many people I know have switched to Apple Logic. Does anyone here have any idea how I might contact a real person at AVID?

Hi! I also coordinated your concern with our support team. Cheers!