How to change my email

[andymac]

Hi all,
I'm trying to change my email address on my Avid account but the form won't let me.

It just displays “Email change attempt was failed.”
Here’s the page I’m on: https://my.avid.com/account/ChangeEmail

I contacted Avid support but they obviously don't understand the question as they replied that "my new email isn't validated".

I can't validate it if it won't let me register it.
Any suggestions please?
Many thanks.

[jeffro]

Sorry for the trouble. I escalated your case so please watch for a case update email.

[andymac]

Thanks Jeffro.

I've been going back and forth with support, I even spoke to them on the phone yesterday and Anthony said he'd escalate it... but then he mailed me this morning asking me to validate my new email, which I'd been asked to do in the first place.
I can't do (that was the whole point of my query).

Hopefully someone will be in touch, I can't believe it's this difficult to change an email address.

[sbeckerlee]

When I try to validate my account, the page freezes and nothing happens. this has made me create a new account but my licenses for PT 11.3 , Strike and more is in limbo. I have tried to email support but no response!

[andymac]

I’m coming to the conclusion that the account section of Avid’s website is not fit for purpose.

Having admitted that the “change email” button isn’t working, another workaround was suggested to me today: create another account using my new email, click the verify button… aaaand there isn’t a verify button.
I was also asked to add my payment method to the new account.
Guess what?
Yup. There’s no option to do that.

What’s more aggravating is that if you Google the problem, Avid’s knowledge base tells you to click buttons that don’t exist, and even has screen caps of buttons that no longer exist.
I’ve been trying to change my email for two weeks now, multiple emails to customer support, two phone calls, new account created and still no progress.

[jeffro]

I checked your support case and that shows an update from CS that this is all set. Please reply to the case notice email if there's anything outstanding. Thanks!

[andymac]

Originally Posted by jeffro

I checked your support case and that shows an update from CS that this is all set. Please reply to the case notice email if there's anything outstanding. Thanks!

Hi Jeffro, yes it's all been sorted out now.

Thanks to Anthony for persevering, but I still maintain that it's a ridiculously complicated process to go through for something as simple as changing an email address, the account section of the Avid website needs some attention.

Anyway, done now, apologies if I was grumpy, it was very frustrating.