Need help from Autodesk, Can't Activate Maya 2016

[Anonymous]

Ok, here's my situation. I'm a college student and a few semesters ago I had to download and install Maya 2015 in order to use for a class. Next semester, I now have to download and install Maya 2016. So, I log into the education community site and it offers me the ability to download Maya 2014, 2015, 2016, and 2017. When I click on the 2016 version, I am given a serial number and product key. The serial number given is the exact same serial number I was given for Maya 2015. I was also sent an e-mail giving me the license details for Maya 2016 (again with the identical serial number).

See below:

After I download and install Maya 2016, it says it can't activate because the serial number is wrong. I tried to get an activation code from autodesk, but the automated system tells me I am providing the incorrect request code (I assure you, I am typing in the right number). Here's a screenshot of the activation screen with a request number showing that I am trying to activate the 2016:

So I create a support ticket, provide all the necessary information, and just get a reply saying that my information does not match up with their records. See below:

So obviously customer service thinks I am trying to activate Maya 2015, not 2016. I suspect because the serial numbers are exactly the same. The product numbers are different though. Anyway, I respond to the customer service e-mail and explain everything, and then I just get a message saying my ticket has been closed.

I've seen on these forums that autodesk employee's do seem to respond. So I need someone to tell me what I need to do to activate Maya 2016. I do not want to activate Maya 2015. I can provide e-mails, screenshots, whatever you need, just let me know. I am forced to use Maya 2016 for my next semester class.

Please Help.

[Otto]

Hello alaipp01 and welcome to the Autodesk community!

If you’re having trouble with the activation email, please note that sometimes the email can be accidentally routed to your spam or junk folder. Please check there.

Also, please note that you should be able to access your download and activation information by logging into Autodesk Accounts.

If you cannot access software in your account and need to download it now, please go to the Virtual Agent.

If none of those items helped, please submit a support request as follows: 

Students should request to have the confirmation email resent via this form.

If you are having trouble with your Autodesk Account or an eStore purchase, please visit our order support page where you will be able to chat with a representative or submit a support request.

If this information was helpful, please consider marking it as an Accepted Solution by clicking on the "Accept as Solution" link, below. Taking a moment to do this will help others with similar questions find useful answers. Thank you!

Kudos (click on the link or the "thumbs-up!" icon), are also gratefully received! (Even a bot likes praise.)

If this answer missed the mark, please let us know so that other community members can lend a hand. Any additional details might help, too: consider including relevant screenshots, log files, error messages, or system specs.

[Anonymous]

By the way, this automated response above ^^^^^^^^^^^^^^^^^, is completely useless because as I have outlined in my post I've tried basically everything that it mentions and received absolutely zero help. I need an actual human person to read my post, not a robot.

[natasha.l]

Hello @Anonymous,

Thank you for your post! Sorry to hear you are having issues activating Maya 2016. You can use the same serial number for all the previous versions available to subscription users, so Maya 2014-2017. 

I hope this answered your question or resolved the issue, if so please click Kudos or the "thumbs-up!" Did my response help resolve the issue? Please "Accept As Solution" to help others in the community.

[Anonymous]

Natasha,

If I'm supposed to be able to use the same serial number, then why when I try to activate Maya does it say that I have the wrong serial number? See below. I'm using the serial number provided to me by Autodesk in an e-mail. How can that be wrong?

I can provide you with an e-mail, and a screenshot that is not blacked out to show that the numbers are the same if I need to. Is there some way you can provide me with a manual activation code if I provide my request code? Is there some phone number I can call to talk to someone and explain the situation better?

[lynn_zhang]

Hi @Anonymous

In this case it's better for you to submit a request with your license information from this page. You will be able to request the activation code online or create a support case so that our licensing team can assist you.

[Anonymous]

Lynn,

As I mentioned in my first post, I already did that. But I will explain again. I created a support ticket from the same exact page that you are linking. The ticket number was 12382357. I provided all the necessary information. Then I got this e-mail in response:

I then responded to that message explaining that I am not trying to activate Maya 2015 (even though I already explained that in the original ticket), I am trying to activate Maya 2016. I forwarded both the licensing e-mail from Autodesk, as well as provided a screenshot showing that the serial number and request code are the correct numbers for Maya 2016, not 2015. Then I got an e-mail saying my support ticket was closed. So going through this page provided no resolution. My request was ignored. I could create another ticket, but I'd just get the same response.

Obviously what is going on is that somehow my account is locked into Maya 2015 and I cannot use any other version. I need someone to de-activate or revoke my 2015 student license and let me get a new student license for 2016.