Redemption is on hold...?

[iamkimosabi]

Im not sure if this is the right place to post...i've done a google search and can't seem to find anything.

Last night I bought a copy of pro tools 11 upgrade from 10 from the online avid store. I got the activation code, but I can't activate and download it says
"Redemption is on hold, please contact support"

Well I couldn't as support isn't open till the weekday, and I called the bank and they said the transaction had no hiccups so avid is getting their money. Is there something im doing wrong? Why do they put my redemption on hold?

[Bruce Paine]

I don't know why, maybe it is because there was a glitch in the system. On your account, I see 2 orders, both from today, both with the same activation code, but different order numbers.

I also checked to see if it was a browser issue, and got the same results as you with that activation code.

I would contact the store support using the link on the bottom left of the store page:
Order Support > Contact Us

[iamkimosabi]

That is weird. I got two different activation codes also two different order numbers. Each order number has its own different activation code for each purchase.

The only store support I see if a form I fill out. Is there a way to call them? I filled out the form last night and still no reply.

[Bruce Paine]

It looks like this was resolved on Monday the 23rd. The license shows as installed on your iLok account, and the installer downloads are in your Avid account.

[polo_82]

Hello. i have a very similar issue.

i go to my avid account -> Products Not Yet Downloaded -> download now-> enter activation code... then the same message: "This redemption is on hold. Please contact Customer Support."

In my case, I bought a cross grade from pt le to pt 10/11, the software appear on "Products Not Yet Downloaded" as i described before. i have the activation code, and that is it, i can't download the software. I Payed with credit card, on my bank the payment appear as correct.



Help Please !!!

[Bruce Paine]

Originally Posted by polo_82

Hello. i have a very similar issue.

i go to my avid account -> Products Not Yet Downloaded -> download now-> enter activation code... then the same message: "This redemption is on hold. Please contact Customer Support."

In my case, I bought a cross grade from pt le to pt 10/11, the software appear on "Products Not Yet Downloaded" as i described before. i have the activation code, and that is it, i can't download the software. I Payed with credit card, on my bank the payment appear as correct.

Help Please !!!

You should contact Support like the message said. Use the links at the bottom of the web store page:
http://avid.force.com/Support/cc_avid_ContactUs

[polo_82]

Originally Posted by Bruce Paine

You should contact Support like the message said. Use the links at the bottom of the web store page:
http://avid.force.com/Support/cc_avid_ContactUs

So i contacted support, they look into the thread and the answer was " Due to a technical issue with selected accounts on our store, your order has not been completed and all charges have been reversed.

Unfortunately, we do no have an estimated time resolution, so all further attempts will not go through. "

now i have my money back, but i cannot get pro tools !, off course they solved one part of the problem, but i desperate need this cross grade. so i wrote back explaining another thing, that i haven't explained here..., i have pt8 le but it wasn't registered on my avid account, so i went register my product, waiting for light at the end of the tunel, but nothing happened.

I want to try the purchase again. could it be possible ? would this solve my problem ?

Help please

[Bruce Paine]

Originally Posted by polo_82

So i contacted support, they look into the thread and the answer was " Due to a technical issue with selected accounts on our store, your order has not been completed and all charges have been reversed.

Unfortunately, we do no have an estimated time resolution, so all further attempts will not go through. "

now i have my money back, but i cannot get pro tools !, off course they solved one part of the problem, but i desperate need this cross grade. so i wrote back explaining another thing, that i haven't explained here..., i have pt8 le but it wasn't registered on my avid account, so i went register my product, waiting for light at the end of the tunel, but nothing happened.

I want to try the purchase again. could it be possible ? would this solve my problem ?

Help please

and

In my case, I bought a cross grade from pt le to pt 10/11

There is no need to register Pro Tools LE software, the upgrade is based on having an eligible audio interface that came with Pro Tools LE software. See the following item on the Pro Tools Upgrade FAQ:

Q. I have Pro Tools LE. Can I move up to Pro Tools?
A. Yes. For a limited time, you can crossgrade to Pro Tools 11 for only $199 through 2014—that’s over 50% off the previous crossgrade pricing, and includes an upgrade/support plan for one year. To take advantage of this limited time offer, simply provide a hardware serial number (not your Pro Tools LE authorization code) for one of the following Avid audio interfaces at the time of purchase and activate your Pro Tools 11 software by December 31, 2014:

• Mbox family (3rd generation)—Mbox Pro, Mbox, Mbox Mini
• Eleven Rack
• 003 family—003 Rack, 003 Rack+, 003 (control surface)
• Mbox 2 family (2nd generation)—Mbox 2 Pro, Mbox 2, Mbox 2 Mini, Mbox 2 Micro
• Digi 002 family—Digi 002 Rack, Digi 002 (control surface)
• VENUE family—VENUE | SC48, VENUE FWx Option Card

Please note:

• This crossgrade offer from Pro Tools LE to Pro Tools | Software will expire after December 31, 2014, so upgrade now!
• Compatibility: The original Mbox (1st generation) and Digi 001 are not compatible with Pro Tools 9 and higher, and are not eligible for the Pro Tools LE to Pro Tools | Software crossgrade.
• Compatibility: Please check Pro Tools 11 current release compatibility to ensure your system is compatible.

Do you have an eligible Avid audio interface, and do you have the serial number from the back or bottom of the hardware?

[polo_82]

I do have a eligible avid audio interface (mbox 3 pro ) and i do have the serial number it came with the CD box of pro tools 8 LE.

what can i do ?, i really need the cross grade !. Do i try the purchase again ?

help please

[Bruce Paine]

I would try again, but you might want to try a different payment method if possible, in case that was the issue.

And again, the serial number is printed on the hardware, not the cd sleeve.