Cannot assign user to subscription license for AutoCAD LT

[fumiko]

We've been trying to access our AutoCAD LT subscription for several days to no avail. We cannot assign a user or access the serial number for 2017. Contacted Autodesk support and not only did it take up over an HOUR of our time, there was no solution and we were told the case was being handed over to a "specialist". Haven't heard back in 2 days and our workflow is totally disrupted. I've seen other posts in this forum saying that a user could be assigned after Autodesk "resynched" the account from their end. Any suggestions on what can be done?

[Mark.Lancaster]

@fumiko

Welcome to the community...

This is a volenterr peer to peer network where users are assisting other users like yourself.  We have no access to your information and/or troubleshoot issues related to your Autodesk Account.

Not sure who you chatted with but I can only provide the following:

1.  Chat with an subscription agent >>here<< to resolve the serial # issue.

2.  Chat with a subscription agent >>here<< regarding adding user issues.

Please keep in mind the 2 links I provided, the agents may be able to resolve both issues without the need to chat with someone else.  However please make sure to tell them you have a case # already.

Also I will tag @matthew.d and see if he can assist. 

[matthew.d]

Hi @fumiko,

Welcome to the community!

Sorry to hear about the issue. I took a look into your account, it's definitely a confusing one. You had an order (10357881334) back on May 19, 2015 for AutoCAD LT. That subscription was not renewed, but it stuck around in account and is displaying it renews Nov. 19, 2016. It shouldn't have, as it's an expired subscription. It's not active, which is why you cannot assign a user for it. I will get this removed as not to cause confusion, this can take up to 24 hours to have it fully removed.

Your most recent order was 97959608 on September 14, 2016 for AutoCAD LT. This order expired on October 14, 2016, thus it dropped out of the user management area (as the other one should have).

You also have a perpetual license, which is yours forever. You do not need to assign that to any user, you just need to enter the serial number and activate it. Let me know if you have any trouble with that. Apologies again for the poor experience, I hope that this clarifies things. Also, let me know if you have any questions, as I am happy to help further.

[fumiko]

Hi Matthew,

Thank you very much for taking a look into the account.

What is the best way to get the subscription back up and running?

We would like to renew it-- will that be possible once the old subscription (showing renewal Nov 19) is removed?

We need the subscription license in addition to the perpetual license.

Thanks again!

[matthew.d]

Hi @fumiko,

Sorry for the delay, I was away for the weekend. The easiest way would just be to purchase a new subscription and keep the auto-renewal on if you wish for it to continue on without future interruptions. Once you have done that, here is how to request a previous version in your account, as I presume you will want to stay on the same version you are on. If you have any trouble or questions with that, feel free to private message me or respond here, glad to help further.

[fumiko]

Hi Matthew,

We purchased a new subscription license, as advised, but it isn't showing up when we sign into the account.

The old "stuck" subscription (showing exp date 11/19) is still there though.

Don't know what else to do. Please advise.

Thanks!

[matthew.d · Accepted solution]

Hi @fumiko,

The new subscription should now be showing up in your account. New orders can sometimes take a little to sync, I have pushed this through with for you. I am working with the accounts team to get the other license removed, it should drop off soon. Let me know if you have any trouble with the new subscription. You can assign it in the user management section of your account.

[fumiko]

Fantastic! It's there!

We're now up and running.

Thank you so much for your assistance!!!