Pro Tools Monthly Subscription won't renew on iLok

[zensavona]

Hi guys, I'm having an issue with my Pro Tools 12 monthly subscription - it's just rolled over to the next month (this is the beginning of my second month), my avid products page says I have 27 days remaining, but I still can't "refresh" it in the iLok manager and can't use the license.

When I click "refresh" in iLok License Manager I get a window which says "Renewal is pending for the following licenses" and shows my Pro Tools license.

Is there something I'm missing here or is there an issue with my account? I've opened a support case but Avid has not responded... Case number is 03006808 for any Avid support staff reading.

I've seen a bunch of others post here with similar issues, is this a known problem?

Thanks

[Southsidemusic]

Hey Buddy

Welcome to the Community

Since you started a support case someone will get back to you with an answer.

This has not been a widespread issue and it will get sorted quickly.

Hang Tight

[zensavona]

Thanks for that Southsidemusic, Avid has contacted me and it's been resolved :)

[Southsidemusic]

Great News

Thank you for letting us know!

[Steviebhoye]

Same problem here "Renewal is pending for the following licenses" :-( Licences won't refresh on ilok . . . Support case started!

[jeffro]

Originally Posted by Steviebhoye

Same problem here "Renewal is pending for the following licenses" :-( Licences won't refresh on ilok . . . Support case started!

Sorry for the trouble here. Looks like Celice was able to resolve this today via your support case. I also noticed that the default iLok User ID in your Avid account was different than the User ID for your Pro Tools subscription so updated that.

[Steviebhoye]

Thanks Jeffro, Celice has sorted it! very pleased with customer support, fixed promptly . I keep my subscription licenses on a different ilok account, (didn't want to lose my PT11 perpetual license when subscribing) Also like to keep subscriptions on a different iLok to permanent licenses. So changed my default iLok back.

[ctbstudiostx]

Originally Posted by zensavona

Thanks for that Southsidemusic, Avid has contacted me and it's been resolved :)

Having the same problem myself, just started a case on the website, really need to get this addressed asap so I can get back to work. Thanks

[guitarhead]

Looks like problem still has not been resolved. I updated my subscription in Dec. here we are in Jan. and still not active renewal in my ilok. I should not have to wait a total of 4 to 5 days because I put in a request on Friday night. Avid needs to get this fixed. We spend good money supporting the company. We should have a trouble free experience on this subscription plan. I know my slate everything bundle renewed no problem. Here my ilok will not refresh.

[jeffro]

Originally Posted by guitarhead

Looks like problem still has not been resolved. I updated my subscription in Dec. here we are in Jan. and still not active renewal in my ilok. I should not have to wait a total of 4 to 5 days because I put in a request on Friday night. Avid needs to get this fixed. We spend good money supporting the company. We should have a trouble free experience on this subscription plan. I know my slate everything bundle renewed no problem. Here my ilok will not refresh.

Checked your account and you have a Pro Tools Annual Upgrade Plan, not a Monthly Subscription. Your license is a Pro Tools Perpetual Bundle (with 10/11/12) not a Pro Tools Subscription license. Perhaps you are referring to the Upgrades license?