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  #1  
Old 01-08-2024, 11:47 AM
ScottGr ScottGr is offline
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Join Date: May 2005
Location: Nashville, TN
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Default Avid cancelled my license out of the blue

Went to get lunch and came back and Protools had closed and won't open. It says I don't have a current license even thought they charged the renewal to my card back in December. Tried the chat with Avid, they say no one is there to do the online chat. I got work to do. Weird. Anybody else had this problem?
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  #2  
Old 01-08-2024, 11:49 AM
its2loud its2loud is offline
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Location: Los Angeles
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Default Re: Avid cancelled my license out of the blue

Quote:
Originally Posted by ScottGr View Post
Went to get lunch and came back and Protools had closed and won't open. It says I don't have a current license even thought they charged the renewal to my card back in December. Tried the chat with Avid, they say no one is there to do the online chat. I got work to do. Weird. Anybody else had this problem?
Highly unlikely. License on an iLok or in the cloud? Did you sync your license in iLok manager after you got current?
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  #3  
Old 01-08-2024, 12:00 PM
ScottGr ScottGr is offline
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Default Re: Avid cancelled my license out of the blue

Hey its2loud. It was on my ilok, but now it's showing as canceled today in iLok Manager and it's not showing up on my iLok. Am I missing something?
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  #4  
Old 01-08-2024, 12:18 PM
its2loud its2loud is offline
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Default Re: Avid cancelled my license out of the blue

if you right click on the green arrow icon in iLok Manager on your Pro Tools license, do you see a refresh option? See pic. Might be helpful if you posted some pics of your license in iLok manager and you're sure you received confirmation of the renewal?
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  #5  
Old 01-08-2024, 12:20 PM
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marianna marianna is offline
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Join Date: Mar 2009
Location: Apollo Beach Florida
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Default Re: Avid cancelled my license out of the blue

Quote:
Originally Posted by ScottGr View Post
Went to get lunch and came back and Protools had closed and won't open. It says I don't have a current license even thought they charged the renewal to my card back in December. Tried the chat with Avid, they say no one is there to do the online chat. I got work to do. Weird. Anybody else had this problem?
Stand by Scott - Charles to the rescue.

Marianna
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  #6  
Old 01-08-2024, 12:22 PM
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cvicente22 cvicente22 is offline
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Join Date: Jan 2018
Location: Philippines
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Default Re: Avid cancelled my license out of the blue

Hi ScottGr - Can you DM me your iLok id so I can check your account? It looks like you're using a different MyAvid email from what you're using for DUC.
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Charles
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To create an Avid Support Case, you may go to https://www.avid.com/learn-and-support/contact-audio-and-music-support
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  #7  
Old 01-08-2024, 01:16 PM
ScottGr ScottGr is offline
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Join Date: May 2005
Location: Nashville, TN
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Default Re: Avid cancelled my license out of the blue

Thanks for the help everybody. I just got an email from AVID that the payment was rejected. The credit card company says it was paid in December, so I'm disputing the payment. I guess I'll just pay again with another card to get up and running.
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  #8  
Old 01-08-2024, 01:24 PM
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cvicente22 cvicente22 is offline
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Default Re: Avid cancelled my license out of the blue

Hi ScottGr - It looks like you have a cancellation request from case 04737766. For the meantime, I deposited a 14-day temporary license in your iLok account. Kindly use this license for now to open your Pro Tools Software.
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Charles
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  #9  
Old 01-08-2024, 01:28 PM
ScottGr ScottGr is offline
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Join Date: May 2005
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Default Re: Avid cancelled my license out of the blue

Thank you so much Charles.
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  #10  
Old 01-08-2024, 01:39 PM
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cvicente22 cvicente22 is offline
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Default Re: Avid cancelled my license out of the blue

You're welcome Scott! Let us know if there's anything else we can help you with.
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Charles
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To create an Avid Support Case, you may go to https://www.avid.com/learn-and-support/contact-audio-and-music-support
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