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  #1  
Old 04-28-2018, 11:37 AM
uptheoctave uptheoctave is offline
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Default Pro Tools to Pro Tools Ultimate upgrade disaster.

I purchased a Pro Tool to Pro Tools Ultimate upgrade and I am having a complete nightmare trying to activate it.
There is a serious bug with the AVID website that stops me from doing it.

Currently AVID support are unable to solve the issue, which is that when I try to apply the update I get an error message that says:

"Your billing address needs to be validated before you can continue. Please visit this page to update and verify your information."

Clicking on the link takes me to a place where I my address has the 'State/Province' field unpopulated, despite it being populated in my saved address.
When I populate the 'State/Province' field I get a message saying 'Billing country and state cannot be changed because you have active subscriptions'.
(I have the $5 a month plugins subscription bundle active)

This means I am stuck in an endless loop and am unable to activate what is a very expensive piece of software for me.

Does anyone have any idea of what I can do?
I am seriously unimpressed with the response so far, which is basically 'we will get back to you once we figure it out'.
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  #2  
Old 04-28-2018, 11:42 AM
TOM@METRO's Avatar
TOM@METRO TOM@METRO is offline
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Default Re: Pro Tools to Pro Tools Ultimate upgrade disaster.

I will push this up the ladder. Hopefully we can bet some attention.
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Formerly hobotom

Pro Tools Ultimate 2020.5 HDX
HD Omni and 192 I/Os
Windows 10
Intel Hexcore i7
All Samsung Pro SSDs
Ampex MM1200 2" 24 trk tape
Outboard: UREI, Eventide, Lexicon, Yamaha, TC Electronics, Orban, ART, EchoAudio, Dolby, Hughes, API, Neve, Audio Arts, BBE, Aphex, Berringer, MOTU, dbx, Allison, etc.
Plug-ins: Too many to talk about.

www.metrostudios.com
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  #3  
Old 04-28-2018, 11:46 AM
uptheoctave uptheoctave is offline
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Default Re: Pro Tools to Pro Tools Ultimate upgrade disaster.

Thank you.
I really appreciate the assistance.

I should say that I have been given a 2 day license for Pro Tools HD so I am could be up and running after a fashion, for 2 days.

But given I don't know how long it will take to fix I don't want to trigger the 2 day license until I know I have to use it because I don't want to get caught out after the 2 day period if it isn't fixed and then I won't be able to use my software at all (or will I be able to use my old PT non-ultimate still?).
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  #4  
Old 04-29-2018, 10:24 AM
uptheoctave uptheoctave is offline
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Default Re: Pro Tools to Pro Tools Ultimate upgrade disaster.

Do AVID Support not respond on weekends?

I heard from them once yesterday and then they haven't responded since.
Very frustrating.

Last edited by uptheoctave; 04-29-2018 at 11:38 AM.
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  #5  
Old 04-30-2018, 04:16 AM
uptheoctave uptheoctave is offline
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Default Re: Pro Tools to Pro Tools Ultimate upgrade disaster.

Update: I am now working.

All they needed to do was manually populate my state/province field.
They acknowledge that it is a bug with the website and it is 'being looked into'.

I expect better though.
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  #6  
Old 04-30-2018, 04:30 AM
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TOM@METRO TOM@METRO is offline
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Default Re: Pro Tools to Pro Tools Ultimate upgrade disaster.

Great. I hope you are glitch free from here out.
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~ tom thomas

Formerly hobotom

Pro Tools Ultimate 2020.5 HDX
HD Omni and 192 I/Os
Windows 10
Intel Hexcore i7
All Samsung Pro SSDs
Ampex MM1200 2" 24 trk tape
Outboard: UREI, Eventide, Lexicon, Yamaha, TC Electronics, Orban, ART, EchoAudio, Dolby, Hughes, API, Neve, Audio Arts, BBE, Aphex, Berringer, MOTU, dbx, Allison, etc.
Plug-ins: Too many to talk about.

www.metrostudios.com
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  #7  
Old 04-30-2018, 05:05 AM
uptheoctave uptheoctave is offline
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Default Re: Pro Tools to Pro Tools Ultimate upgrade disaster.

Me too. :)
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  #8  
Old 05-01-2018, 05:52 AM
LDS LDS is offline
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Default Re: Pro Tools to Pro Tools Ultimate upgrade disaster.

I experienced something similar a few weeks ago, just assumed it was something from my end, and ended up purchasing it from Sweetwater. Low and behold, their automated system wasn't successful either and I had to wait a few days for them to manually process the purchase!
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Pro Tools Ultimate 2020.5. OSX 10.14.6. HDX1. Avid Omni. Mac Pro 2013. 10 Core 3.0gHz. 64Gb. 4x mSata SSD Drives + 4x HDD. AJA XT IO. Sync HD. Dobly Production Suite 3.4.
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  #9  
Old 05-01-2018, 03:22 PM
uptheoctave uptheoctave is offline
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Default Re: Pro Tools to Pro Tools Ultimate upgrade disaster.

I remembered that I had this months ago for another purchase I was making too.
It is quite frustrating to deal with a company like Avid sometimes.
I lost an entire weekend.
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  #10  
Old 05-30-2018, 03:20 AM
uptheoctave uptheoctave is offline
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Default Re: Pro Tools to Pro Tools Ultimate upgrade disaster.

And here we are again.

Tried to purchase a plugin bundle on Avid.com website.
They took my money and then this same issue where I cannot activate my product because I need to validate my address and I cannot validate my address because I have an active subscription.

AVID support are beyond useless and cannot fix it without escalating to a different department, which in my experience tales 3 days to do.
I've also been hung up on by Avid support 3 times today, they ut me on hold and then the line goes dead.

Can ANYONE help out here, escalate to some manager at Avid who can a) get this issue fixed so I can use the product and b) fix the ongoing issue that causes the problem so it doesn't happen again?
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