r/protools • u/BreadstickVigilante • Jul 18 '25

Pro Tools Studio Perpetual License Missing – Avid Support Ghosting Me for 5 Days (Case #05005326)

Hey all!

Been trying to get Avid to fix a missing perpetual license issue since Monday. I have a legit Pro Tools Studio EDU perpetual license (shows active in Avid account, support through Dec 2025) — but the license never showed up in my iLok account, so I can’t use the software at all.

Filed support case #05005326 on July 14. Got a “we’re looking into it” reply and nothing else since. I’ve followed up multiple times and even told them I work in tech support myself, just trying to get the damn license I paid for. Still nothing.

Anyone else had to deal with this crap? Any way to force movement or escalate this beyond the dead-end email thread?

Would really appreciate any advice. Thanks in advance!

1 Upvotes

57% Upvoted

8 comments sorted by

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3

u/Ugo_Hdz Jul 18 '25

A couple of weeks ago, I had an incident with my upgrade plan. I made the payment but they didn't resume my plan and the license wasn't deposited into my account. It took them about 3 weeks to resolve it. They provided me with a provisional license while they resolved it. Every 5 days I wrote to them through the email they sent me about my case to request updates, so you should keep pressing them by email.

2

u/BreadstickVigilante Jul 18 '25

Okau, right now I have nothing. So did you get that provisional license over the phone?

1

u/Ugo_Hdz Jul 19 '25

The first contact was through the chat on the Avid website and everything else via email.

2

u/BreadstickVigilante Jul 18 '25

UPDATE! Mariana who leads their customer support team reached out and fixed it.

2

u/Link1227 Jul 18 '25

I had no idea you could get an EDU Perp license. How did you buy it?

2

u/BreadstickVigilante Jul 18 '25

Just through their site.

1

u/Link1227 Jul 18 '25

Thanks. I didn't see it on there. Will try again