A month shaved off my Perpetual Support?

[James Steele]

I'm trying to unravel this. I bought a Pro Tools Studio perpetual license from private party who had one given to him as a gift back on 10/14/21 and registered it the same day I think. I've renewed my support every year. How is it now in my account it says that my current Support runs out on Sept 20, 2024??? It should be good for almost one more month???

I finally made a ticket to sort this out, but this does not seem right.

ADDENDUM: I might have opted to pay to renew the support *early* before it ran out in October. Certainly that shouldn't then change the expiration to one year from when I paid, but just ADD one year on to when it was scheduled to expire?

[cvicente22]

Hi James Steele,

Can you DM me the code that you used to update your Pro Tools?

[cvicente22]

Hi James Steele - I found case 04744367 and our CS team is already working on this.

[James Steele]

Originally Posted by cvicente22

Hi James Steele - I found case 04744367 and our CS team is already working on this.

Thanks... not a minor thing. I did receive one reply on my ticket stating I had "upgraded" at some point, but I can't recall ever doing that. I know the name of the product changed while I owned it during the rebranding to Pro Tools Studio. Not a huge deal but it appears 3 weeks were removed from my normal support renewal date which was in October.

[cvicente22]

Hi James - Looking at it, it seems like you used a reinstatement that's why the new end date was based on when you redeem your code. I will coordinate this to our CS team to get the dates sorted out, but if you can DM me the code so I can also verify and coordinate with our dev team if there are any bug involved.

[James Steele]

I NEVER reinstated. I have only had once license that I originally registered and never let it lapse.

[cvicente22]

Hi James - The date for your Pro Tools Studio has been updated.

[James Steele]

Originally Posted by cvicente22

Hi James - The date for your Pro Tools Studio has been updated.

I just now saw that! Thank you very much! I appreciate how quickly it was handled!

[cvicente22]

Very much welcome James! Glad to help!