Subscription canceled with Auto Renew On

[RiddleDan]

I've created a case but I need to get back to work. Should I buy a new license?
Pro Tools Studio canceled on me. I thought I had everything set to auto renew. I checked my account and all my cc info is correct. I even got an email saying my auto renew was set to renew. However, it didn't renew and now it's canceled. How do I fix this? I'd like to just use the same version because I'm in the middle of a project. I might be able to upgrade to latest version but not sure if it'd work. What are my options? Thanks in advance for your advice.
-Dan

[Darryl Ramm]

More clear info would help. (Or Avid staff can hopefully find your account... is the email you use on DUC the same as with Avid.com?-- that helps them).

How *exactly* are you determining the license is cancelled?

What is your Avid.com account showing as an expiry date in the My Products section for this license?

If it is just the license on your iLok that is not working have you been online and refreshed subscriptions in ILM?

Do you have an actual subscription or a perpetual license and it was the support/update plan that expired?

Does your credit card show a charge?

If it's a subscription that has not renewed and you are sure no charges were made to your card, then just buy another subscription.

[tope d]

Originally Posted by RiddleDan

I've created a case but I need to get back to work. Should I buy a new license?
Pro Tools Studio canceled on me. I thought I had everything set to auto renew. I checked my account and all my cc info is correct. I even got an email saying my auto renew was set to renew. However, it didn't renew and now it's canceled. How do I fix this? I'd like to just use the same version because I'm in the middle of a project. I might be able to upgrade to latest version but not sure if it'd work. What are my options? Thanks in advance for your advice.
-Dan

Hi Dan,

Sorry to hear about that. I saw your case and forwarded it to the webstore team. (previously with the licensing team) I've escalated this so expect a response within 24 to 48 hours.
I've deposited a temporary license in your iLok account which you can use while this is still being investigated. You can purchase a new subscription if you wish to be able to use all functionality you had while your subscription is active.

Let me know how else I can help.

Thanks and have a great week.

[RiddleDan]

Thank you for the temporary license and the quick response. Currently working on project with Temp License.
-Dan

[stillsleep]

having the same issue guessing it's a crowd strike thing 7/19 says it's expired and doesn't seem to be renewing in ilok. Not sure how long it's been going on but tried last night and today and no go. Did put in a support ticket but seems it's pretty slow going on these. This seems to be a thing around this date seeing a ton of people with the same issue.