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

[RonTB]

Thanks Jimmy, I did submit request for assistance monday. So far, I haven't heard anything.
That means at this point, I'm out 99 bucks with an unusable code and other than Tom and Jimmy no one at Avid aware of the problem people in my situation ( assuming I'm not the only person trying to renew a annual upgrade plan without support) are facing.
Thanks again Tom and Jimmy for your time.

[Top Jimmy]

Originally Posted by RonTB

That means at this point, I'm out 99 bucks with an unusable code...

I wouldn't say you're out $99. Your current plan is through the end of this month right? I'm sure your issue will be ironed out before then.

[RonTB]

Originally Posted by Top Jimmy

I wouldn't say you're out $99. Your current plan is through the end of this month right? I'm sure your issue will be ironed out before then.

Jimmy, I received a response this morning from Avid, and they're looking into my issue. My upgrade plan is still active for the rest of this month, and I do agree with you I shouldn't feel I'm out the $99, and should be patient at this point.
I very much appreciate your help.

[TOM@METRO]

I'm glad you're seeing some progress here, Ron.

[gnjlee]

I am having the same issue. There is no possible way for me to renew. I have opened a support case but have not heard back yet. My plan expires at the end of this month. Glad I didn't wait until the last moment.

[gnjlee]

What was the fix for this? I have the same problem

[29CountsNY]

I have a support case open that is waiting for tech support to apply my update code to my Avid account.
Very frustrating. I tried to plan ahead and get it done before the end of the month and now it is probably going to lapse while waiting for Avid to take the code I paid for from Sweetwater and apply it to my Avid account.

So technically, there is no resolution as of yet. At least for me. And i keep adding an entry to my support case every couple days so they won't close it.

Worst part is because of this situation I bought my HD renewal 4 months in advance. Had that code applied in 3 minutes from purchase to entry in Avid account. And yet for my backup vanilla license I sit and wait for Avid to "apply" the already purchased code to my account.

[gnjlee]

Originally Posted by 29CountsNY

I have a support case open that is waiting for tech support to apply my update code to my Avid account.
Very frustrating. I tried to plan ahead and get it done before the end of the month and now it is probably going to lapse while waiting for Avid to take the code I paid for from Sweetwater and apply it to my Avid account.

So technically, there is no resolution as of yet. At least for me. And i keep adding an entry to my support case every couple days so they won't close it.

Worst part is because of this situation I bought my HD renewal 4 months in advance. Had that code applied in 3 minutes from purchase to entry in Avid account. And yet for my backup vanilla license I sit and wait for Avid to "apply" the already purchased code to my account.

I would hope that even with a lapsed account, that they will honor the purchase. If I don't hear back from them by the end of Monday I will be purchasing an upgrade from Sweetwater as well so I have a good solid paper trail.

[29CountsNY]

Originally Posted by gnjlee

I would hope that even with a lapsed account, that they will honor the purchase. If I don't hear back from them by the end of Monday I will be purchasing an upgrade from Sweetwater as well so I have a good solid paper trail.

I know there is a 30 day "lapse period" but it still disconcerting that there is not a renew link for the vanilla version in my account, but it seems that a web developer missed some code someplace.

[DigiTechSupt]

Originally Posted by 29CountsNY

I have a support case open that is waiting for tech support to apply my update code to my Avid account.
Very frustrating. I tried to plan ahead and get it done before the end of the month and now it is probably going to lapse while waiting for Avid to take the code I paid for from Sweetwater and apply it to my Avid account...

Hi,
I've just checked the case and it's still in progress. But we'll make sure that your contract will be renewed. As long as you have the code, you won't be needing to pay any extra. Feel free to reply to the support case if you have further inquiries and our Licensing reps should be with you.

Thanks!
TD