Missing renewal field on PT product page

[onosendai]

I bought a renewal code for my perpetual PT Ultimate license. But the renewal field is missing from the product page. I have tried in different browsers and it's not there. So it's not possible to input the renewal code anywhere, what's up with that?

I created a support case, but I didn't recieve a confirmation email, so I'm creating this topic here for documentation.

#UPDATE WITH SOLUTION#
In the "Protools | Ultimate" listing under "My Products", I had "Auto Renewal" enabled (green slider in the top right corner). I believe it's on by default. When you try to disable it you will get a warning/retention disclaimer. If you select "Cancel plan renewal" the renewal field will appear for you to input either renewal or reinstatement codes. This worked in my case and I was able to renew for another year.

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[Ben Jenssen]

It's there for me, on firefox.
My Avid account, My products, Pro tools plan...,


Skjermbilde 2021-12-21 kl. 17.30.43.png


The bottom entry field.

[onosendai]

Thank you Ben,

I have tried 4 different browsers and on three machines. There is no renewal field. I'm looking under my products and the Pro Tools Ultimate tab. Am I looking at the wrong location? I've never had this problem before.

I got a mail from a customer rep, but their response was not relevant and I'm stilling waiting on a reply or solution.

[jeffro]

It's not showing that field since you have Auto Renewal on. If you bought a code, click the switch to turn Auto Renewal off so you can enter the code in the field & renew manually.

[onosendai]

Hi Jeffro,

I disabled the auto renewal tab and the renewal field appeared. I have updated the support plan with my renewal code.

Thank you.

Maybe it's just me being a knob, but other customers might run into the same problem, so perhaps this article: https://avid.force.com/pkb/articles/...newal-Reseller could be updated to mention that auto renewal has to be unticked before you're able to input renewal codes.

I have updated my OP with the solution.

[jeffro]

Originally Posted by onosendai

...perhaps this article: https://avid.force.com/pkb/articles/...newal-Reseller could be updated to mention that auto renewal has to be unticked before you're able to input renewal codes...

Great suggestion. I edited avid.force.com/pkb/articles/How_To/Pro-Tools-Upgrade-Plan-Renewal-Reseller based on your feedback. Thank you!

[Jess Davy]

I wanted to renew my Pro Tools Studio subscription but I can't!

I checked on 3 different browsers but the field for renewal is not showing.

I tried turning Auto Renewal on and off but nothing worked.

Anyone else have this problem?