Very Frustrated with Support - Licensing

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Paulchops
Posts: 2
Joined: Fri Mar 08, 2019 2:42 am

Very Frustrated with Support - Licensing

Post by Paulchops » Fri Mar 08, 2019 2:52 am

I opened a simple support ticket 36 hours ago and had no response. Is this normal not to have them respond?

I had installed Live 10 Trial on a new computer. I had previously had my licensed version of 9.x on my old computer, but wanted to test Live 10 before upgrading.

Anyway, I paid for the upgrade, painstakingly removed Live 10 trial and all the piece/parts specified as per web instructions, and logged into my account and Downloaded 10 Live Suite and installed. gives a message saying the license doesn't correspond the hardware its installed (or something like that). I provided the exact message to support and no response. I followed up several times with more details, screenshots etc. and no response.

Frustrating to pay for an upgrade and the company doesn't value me as a customer enough to even respond.

Paul

fishmonkey
Posts: 4478
Joined: Wed Oct 24, 2007 4:50 am

Re: Very Frustrated with Support - Licensing

Post by fishmonkey » Fri Mar 08, 2019 3:12 am

i guess this is the error you are seeing?
https://help.ableton.com/hc/en-us/artic ... stallation

did you try an offline authorization?

Paulchops
Posts: 2
Joined: Fri Mar 08, 2019 2:42 am

Re: Very Frustrated with Support - Licensing

Post by Paulchops » Fri Mar 08, 2019 3:42 am

I just tried that and it worked. Thank you! still frustrated that there was no response from support in 36 hours.

Is that normal for Ableton?

again, thank you!

fishmonkey
Posts: 4478
Joined: Wed Oct 24, 2007 4:50 am

Re: Very Frustrated with Support - Licensing

Post by fishmonkey » Fri Mar 08, 2019 4:00 am

happy to help.

Ableton support has a pretty decent reputation...

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