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  #1  
Old 05-26-2016, 11:58 AM
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Default Annual Subscription, Paid Monthly - Failed

I am a new Pro Tools 12.5 user. My initial subscription purchase went thru just fine. When the Avid billing system tried to charge my credit card for the second month, it failed. I received an automated email to check my billing details. I did. All were correct, but my account was "On Hold". I even re-entered my CC information. The next day, the same email came thru. I checked again and my account is again, "On Hold". I changed to a different CC yesterday, but today, My account is "On Hold" again. I have opened two cases with Avid (02967379 & 02967540). Their only suggestion is that I "re-purchase" a new subscription.

Sounds like their billing system has major problems.
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Old 05-26-2016, 12:19 PM
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Default Annual Subscription, Paid Monthly - Failed

This is a huge legal problem for me as I purchased an "Annual Subscription". I am legally responsible for the remaining 11 payments.
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Old 05-26-2016, 01:01 PM
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Default Re: Annual Subscription, Paid Monthly - Failed

I checked your case and it has been escalated. Looks like the rep already deposited a temp license to prevent interruption in using Pro Tools while they are working to resolve this (and you should not be on the hook for 2 annual subscriptions). Please continue to work with CS via your support case. Thanks!
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Old 05-26-2016, 08:02 PM
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Default Re: Annual Subscription, Paid Monthly - Failed

Avid has asked me to check/change my CC info a third time. This I have just done.

Based on what I have read in this Forum Topic, my problem is NOT unique.
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Old 05-27-2016, 09:10 AM
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Default Re: Annual Subscription, Paid Monthly - Failed

Billing failed again.

This is getting tiresome.
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Old 05-27-2016, 06:40 PM
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Default Re: Annual Subscription, Paid Monthly - Failed

From reviewing your case it looks like CS was able to identify the problem and the solution is in progress. You also have temp licenses for Pro Tools 12 and Pro Tools Plan to use until this is resolved. Sorry again for the trouble.
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