Wrong Expiration Dates on Support Extension?

[tetonica]

Recently I renewed my permanent license support plan but the new expiration date is wrong.

Instead of expiring on the original anniversary date of my permanent license (May 1st) is expiring on the anniversary date of when I renewed the support plan (March 30th?).

Is anyone else experiencing this issue? I've opened a support case but I'm creating this post for awareness in case this is not an isolated issue

[sw rec]

From everything I’ve read, Avid is indeed reinstating your “support” plan as soon as you buy it. Buy from a trusted vendor like Sweetwater and you can activate the new code at the end of your current support plan. Avid is aware, but I can’t say for sure whether or not they’re working on a fix for it.

[cvicente22]

Hi tetonica,

Can you share your case number so I can check your record as well? I'm suspecting that you were given a reinstatement instead of a perpetual upgrade plan which only extends the date based on the current expiration date.

[tetonica]

Originally Posted by cvicente22

Hi tetonica,

Can you share your case number so I can check your record as well? I'm suspecting that you were given a reinstatement instead of a perpetual upgrade plan which only extends the date based on the current expiration date.

Thanks Charles! The case number is 04787361. Yes it sounds that the system did a re-instatement instead of a renewal. Thanks again!

[cvicente22]

You're welcome tetonica! Yes it was a reinstatement. I've already informed our support team to make some adjustment.

[tetonica]

Originally Posted by cvicente22

You're welcome tetonica! Yes it was a reinstatement. I've already informed our support team to make some adjustment.

Hi Charles, thanks for your help!

The support team just fixed the expiration date for my Pro Tools permanent license support, and I can confirm the date looks correct on both my Avid products page and on the iLok License Manager!

Thanks again, cheers

[audiobob]

Originally Posted by tetonica

Recently I renewed my permanent license support plan but the new expiration date is wrong.

Instead of expiring on the original anniversary date of my permanent license (May 1st) is expiring on the anniversary date of when I renewed the support plan (March 30th?).

Is anyone else experiencing this issue? I've opened a support case but I'm creating this post for awareness in case this is not an isolated issue

Yes, this happened to me last week. Started a support case and as of this morning there has been no progress after 10 days.

[cvicente22]

Originally Posted by audiobob

Yes, this happened to me last week. Started a support case and as of this morning there has been no progress after 10 days.

We apologize about the delay. Can you share your case number here as well so I can coordinate your concern?

[audiobob]

Originally Posted by cvicente22

We apologize about the delay. Can you share your case number here as well so I can coordinate your concern?

04782051

Thank you.

[cvicente22]

Originally Posted by audiobob

04782051

Thank you.

Thanks! I checked and this issue was affected by a bug under DTIQA-2525. I've also informed them regarding your follow up. We apologize about the inconvenience.