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