Email from Avid saying I don't have an Upgrade Plan or my Plan has expired

[Audiofarm]

Just got a mail from Avid saying that I'm not on an update plan. But I am. It expires in december.

[tomgior]

I received the same email, but I have annual upgrade plan

[risey]

I will copy paste the email below, it states I have never had an annual upgrade plan, I have a perpetual licence which I renewed before it expired, in my account it states annual upgrade plan: Time Period: Aug 06, 2015 - to - Aug 05, 2017, the only plan I did not renew was the support plan.

Here is the email and it came from [email protected]

Valued Pro Tools Customer:

Our records indicate that you own Pro Tools and have never had an Annual Upgrade Plan to receive ongoing software updates. In case you weren’t aware, all Pro Tools updates and upgrades are only available through an Avid Upgrade Plan for Pro Tools.

If you’re still using Pro Tools, getting on an upgrade plan can open up a whole new world of possibilities and opportunities for you. Depending on what version of Pro Tools you currently have, this may include…
Being able to collaborate with other Pro Tools users in the cloud
Working with VCA Masters, Disk Cache, VU metering, and other advanced tools
Creating bigger, richer mixes with more tracks and unlimited busses
Boosting performance and sound quality with 64-bit power and AAX plug-ins
Ensuring the smoothest experience possible with access to the latest software fixes
Having the flexibility to upgrade your computer, whether desired or necessary
If you’re not familiar with the latest version of Pro Tools, see more of what you can do. And when you’re ready to get current, simply purchase a Pro Tools Upgrade Reinstatement Plan*or contact your local reseller. Thank you for your continued support.

Best Regards,
Your Avid Team

[P_J]

I also received this and I do have an update plan paid.

[risey]

Originally Posted by P_J

I also received this and I do have an update plan paid.

Seems like another problem on their system, could be why we have not received the new licenses, i reckon there is something else going down, corrupt database or something...

[jeffro]

It's legit (not a scam) but incorrect as you do have an Active Plan. Will pass it on to the marketing team to review.

[jesele]

Also got it although have 5 active plans.

Jesper

[risey]

Originally Posted by jeffro

It's legit (not a scam) but incorrect as you do have an Active Plan. Will pass it on to the marketing team to review.

Thank you :)

[Carl Lie]

Seriously Avid. Maybe instead of that team spending time sending out bs emails they can update our ilok accounts with 12.6.

C

[RamblerSound]

I just received that email as well and I'm current and paid up. There are a few links to help respond but it assumes the email is correct in it's assessment that I'm not current. There is no link if the assessment in the email is incorrect. What do we do?