Pro Tools license expired on an Active Subscription

[mattadler]

I am having this same exact issue. Purchased in March 2016, everything was fine. Rolled over to April (and was charged for the month) and even though my Avid.com account says I have "27 days left" on my license, my iLok account has 4/1/2016 as the expiration date. I promised a mix to be delivered this evening and am desperate for help. Case #: 02935953

[Oscarb]

Same boat here, need to get something urgently done tonight but can't. Case #02938020 Haven't had a reply yet.

[AdamColliss]

Hi

I have an annual subscription (paid monthly via Paypal) and I started receiving the emails stating the license was about to expire a couple of days ago. Unfortunately my license has now expired, since yesterday I am unable to start Pro Tools as it states no valid license (I'm still trying to run 12.4, that should still work shouldn't it?), my Avid account shows that my Subscription is active. I have emailed Avid but still had no response, this isn't great as I can't run my studio without Pro Tools and I've lost two days work! I have even tried re-linking the Annual subscription to Paypal (didn't work) and also tried paying direct by debit card (which came up with a dialog box stating the payment was successful but to check my email to see if the product had activated!? - I haven't received any email)

Any advice on how to resolve/ who to contact would be greatly appreciated!

Help!

[jeffro]

Originally Posted by AdamColliss

...my license has now expired, since yesterday I am unable to start Pro Tools as it states no valid license...

Sorry for the trouble. I see you have a support case in progress and should see a response on this today.

[AdamColliss]

Same here, been without Pro Tools since begining of the week. Logged a support case with Avid - 02944464 - yesterday, still waiting for a reply.

Paypal (who I pay the subscription via) have advised that Arvato Gmbh have not collected the monthy payment this month. I have tried paying 3 times so far in desperation!

Please help!

[jeffro]

Originally Posted by AdamColliss

...Logged a support case with Avid - 02944464 - yesterday, still waiting for a reply...

The case shows the rep tried to call but the # in your account isn't working. I also checked your iLok account and that shows the license is current (through next month) so you should be up and running. I'd recommend responding to the case notice email with your current phone # just in case it's needed in the future.

[easyrider]

I ma getting this error now

Its says my Subscription is expired even though in my Avid account it says its live until renewal in April 2017

[jeffro]

Originally Posted by easyrider

I ma getting this error now

Its says my Subscription is expired even though in my Avid account it says its live until renewal in April 2017

Can't find an Avid or iLok account based on your community email address. Can you update that to match and I'll try again?

[easyrider]

Originally Posted by jeffro

Can't find an Avid or iLok account based on your community email address. Can you update that to match and I'll try again?

Its ok mate its been sorted now.

My payment card had expired.

[jeffro]

Originally Posted by easyrider

Its ok mate its been sorted now.

My payment card had expired.

Got it, thanks for letting us know!