system ID not in master account???

[bigrigg]

Thank you very much

[bigrigg]

Originally Posted by DigiTechSupt

Hi bigrigg,

I've created a ticket regarding your concern. Our reps will be in touch with you through phone or Email to further help you with your concern. Have a good day!

Best regards,
Tope

Hello again,
what is an expected time period before I receive an email and contact?
Is there a ticket or reference # to use with Avid?
Thank you.

[DigiTechSupt]

Originally Posted by bigrigg

Hello again,
what is an expected time period before I receive an email and contact?
Is there a ticket or reference # to use with Avid?
Thank you.

Hi bigrigg,

I've just checked, our rep Marion has already responded. Please check your Email. Case#02984313
Thank you

Best regards,
Tope

[bigrigg]

Originally Posted by DigiTechSupt

Hi bigrigg,

I've just checked, our rep Marion has already responded. Please check your Email. Case#02984313
Thank you

Best regards,
Tope

Hello Tope,
there is no email in my junk or inbox? It's the same email that appears in my master account in the upper right corner of screen.
Please advise. thank you

[bigrigg]

Also, in the support retrieve case details it says there is no case associated with my email? I have copy and pasted the case number into the form.
Thank you

[bigrigg]

Originally Posted by Benoni

You won't have an ID if you have not upgraded to Pro Tools 12.

Did you register your Pro Tools 11 serial number on Avid.com when you purchased it? It should be in your account under My Products and Subscriptions if you registered it.

Alternatively you could always request the free demo here and download Pro Tools 11. It's the same version, your iLok license will unlock it.

Hey I just wanted to say thanks for trying to help and I also recently watched your youtube vid on how to do upgrade to PT 12. Well done and thanks.

[DigiTechSupt]

Originally Posted by bigrigg

Hello Tope,
there is no email in my junk or inbox? It's the same email that appears in my master account in the upper right corner of screen.
Please advise. thank you

Hi bigrigg,

As I've checked, our rep Marion has already sent you an Email. It's said in the Email that you only have to activate the licenses for your Pro tools 12. You already have the Pro tools 12.5 on your account. Here's a link for a guided license activation.

http://source-elements.com/support/ilok-activation

Hope this helps.

Best regards,
Tope

[bigrigg]

Originally Posted by DigiTechSupt

Hi bigrigg,

As I've checked, our rep Marion has already sent you an Email. It's said in the Email that you only have to activate the licenses for your Pro tools 12. You already have the Pro tools 12.5 on your account. Here's a link for a guided license activation.

http://source-elements.com/support/ilok-activation

Hope this helps.

Best regards,
Tope

Great thank you. I have PT 12.5 running.

2 things left to take care of...
my email contact that your rep Marion has used is wrong, it does not match my account email. I need that updated for all future communications etc to avoid issues like these. It is NOT @sympatico

Can I get the upgrade plan as requested that recently expired without notice for the $99? It shows $299 for my option.

Thank you

[Greg M]

In my Avid account I have both an active support plan/perpetual license for PTHD (12.5.1 atm) and an expired support plan for PT vanilla (12.4). Under the vanilla perpetual license there is no way to download PT 12.4 - it is blank except for saying support plan expired.

There needs to be a way of getting the last version of PT that you have a perpetual license for. This should be corrected.

I personally chose to download and archive every version of PT that I have ever owned so I have access to them. But, I can think of a few scenarios where I could lose the archives.

This issue needs to be fixed for perpetual license holders.

Thanks,
Greg

[DigiTechSupt]

Originally Posted by bigrigg

Great thank you. I have PT 12.5 running.

2 things left to take care of...
my email contact that your rep Marion has used is wrong, it does not match my account email. I need that updated for all future communications etc to avoid issues like these. It is NOT @sympatico

Can I get the upgrade plan as requested that recently expired without notice for the $99? It shows $299 for my option.

Thank you

Hi bigrigg,

I've already informed our Rep regarding your contact Email. The next Email from them you would receive should be on that preferred Email. Thank you.

Best regards,
Tope