Need help registering/activating Pro Tools and HDX card

[ufcomposers]

Hello!

I’m having trouble opening a new support case on Avid's website, as it’s telling me certain invisible fields are required for submission. I’m hoping that someone on the forum can help me initiate a new case.

I work for the University of Florida, and we purchased a Pro Tools HDX/MTRX Studio bundle from B&H photo back in 2021. I've recently taken over the studio, and I'm not sure if the product has ever been registered or installed, and I'd like to install and activate Pro Tools and register the HDX card. However, the product registration card is an older style and won't let me register online. I have the activation code and serial number for the HDX card along with the Avid System ID. When I've tried to add the Avid System ID to my Avid account, I get to a page where instead of a text box to input the number there's just a spinning purple wheel (I've tried multiple browsers), so I don't know how to proceed. Any help would be appreciated. Thanks! -Scott

[tope d]

Originally Posted by ufcomposers

Hello!

I’m having trouble opening a new support case on Avid's website, as it’s telling me certain invisible fields are required for submission. I’m hoping that someone on the forum can help me initiate a new case.

I work for the University of Florida, and we purchased a Pro Tools HDX/MTRX Studio bundle from B&H photo back in 2021. I've recently taken over the studio, and I'm not sure if the product has ever been registered or installed, and I'd like to install and activate Pro Tools and register the HDX card. However, the product registration card is an older style and won't let me register online. I have the activation code and serial number for the HDX card along with the Avid System ID. When I've tried to add the Avid System ID to my Avid account, I get to a page where instead of a text box to input the number there's just a spinning purple wheel (I've tried multiple browsers), so I don't know how to proceed. Any help would be appreciated. Thanks! -Scott

Hi Scott. Please send me all your info including the registration code, registered Email, photos, serial numbers, iLok Etc. at [email protected]

[tope d]

I was able to see your open support case.
This is already being handled via case 04934839

[ufcomposers]

Thanks for your help! That's encouraging that there's been a new case created but no one has been in touch with me to tell me that or to let me know what the next steps are. I'll send you an email. Thanks again. -Scott

[marianna]

Originally Posted by ufcomposers

Thanks for your help! That's encouraging that there's been a new case created but no one has been in touch with me to tell me that or to let me know what the next steps are. I'll send you an email. Thanks again. -Scott

Scott - check your spam folder as Kristel respond to you from the case. you have an email from Avid and my bet is its in spam.

Her response was:
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Response - Hi Scott,

Thank you for contacting Avid Global Customer Care.

Could you please provide us the activation card so we can check?

Kind Regards,

Kristel
Avid Global Customer Care

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Marianna