Problem with monthly payment

[joeldgs]

I have a monthly Pro Tools subscription. This month was a bit unusual, I got charged twice for my subscription. One Payment went to Avid and the other went to Digital River. I would expect to have an active subscription but my subscription status is "on hold" and now I’m unable to use the software. I think something went wrong when processing my payment.

Already opened a case where I explain in more detail but haven't got any response yet. Case number: 03920029.

I understand that customer support is probably having a hard time right now. But I really need to work and I'd greatly appreciate if someone can take a look.

[jeffro]

Welcome to the community and sorry for the delay.

I renewed your licenses so you can get back to work, and escalated your case to get the billing issue handled. Please watch for a case notice email soon.

[joeldgs]

Hi jeffro, sorry for reviving my old thread. I'm having problems again...

This time I paid my old subscription on April 11th via PayPal, but my subscription status is On Hold on my Avid account and expired on my Ilok License Manager (which is kinda weird already), so I'm unable to do anything right now.

I don't really know if this is the right place to address the problem but just in case, my System ID is -----. Hope you can take a look and thank you for your help.

[jeffro]

Started a new case for you.