Activation code not accepted. ‘Case in queue’ for a week. [SOLVED]

[Pherson]

I bought a boxed Avid Pro Tools and software annual upgrade and entered the code on the activation card along with my ilok account name but I get this error message: “This iLok account does not appear to have an eligible license for this upgrade.” I double and triple checked my ilok licenses and there is a PTHD9 license there but still this message.

I sent a support request almost a week ago but it’s stilled marked as “Case in queue”, I can’t do my job and feel a bit frustrated.

Any ideas? Or a (free) support phone number?

Thanks

[BScout]

Did you buy something called this: " Avid Pro Tools and software annual upgrade"

If you are going from PTHD9 to the current version you needed the Reinstatement license.

The Annual upgrade license requires you to have a license that hasn't expired in the last month -- which you don't have.

Or an easy way to determine which license you bought -- was it around US$400 or around in price of US$799-$1000. You needed the more expensive one.

[Pherson]

Hi,

Thanks for the response!

This is what I bought:

00EF488B-842F-4BDB-BEDA-54D1577FD982.jpg

So even though I have a perpetual PTHD9 license this is no good?

[jeffro]

Hard to tell from the front of the package. I'll check for your case and escalate that.

[Pherson]

Thanks jeffro

It was advertised as just that “Avid Pro Tools annual upgrade and support plan”

(I don’t need it to be HD or Ultimate for now anyway)

[BScout]

Originally Posted by Pherson

Thanks jeffro

It was advertised as just that “Avid Pro Tools annual upgrade and support plan”

(I don’t need it to be HD or Ultimate for now anyway)

HD only reinstates to Ultimate. You can't change down a tier. So you definitely have the wrong purchase

[Pherson]

You’re right. Just got that from support also.

Thanks

*Solved*