AutoCAD LT Purchase frustrations

Anonymous

AutoCAD LT Purchase frustrations

Anonymous
Not applicable

Having downloaded and installed a trial Autocad LT, it finished so I purchased Autocad LT from the Autodesc Store 3 weeks ago (26/01/2015) and am still awaiting my product key! :-(. Here's my tale of frustration:

 

26/01/2015 - Purchased AutoCAD LT 2015 (annual Desktop Subscription with auto-renewal) o/n 9580118959

3/02/2015 - emailedhttps://knowledge.autodesk.com/contact-support to say I had not received my product key

3/02/2015 - recieved e-mail from autodesc store to say the serial number will not be emailed but I will recieve a 'welcome kit' (delivery method unspecified (I live in Australia)

8/02/2015 - emailed 'autodesk.uk@digitalriver.com' to say I had not recieved my 'welcome kit' and to please send me my product key by email.

15/02/2015 - recieved email from autodesc store appologising and saying they had lodged a ticket with Autodesc and that I would hear from them within 24-48 hours

16/02/2015 - recieve email from Autodesc store saying that they are trying to resolve but have not "reached a resolution" but will keep me "updated"

17/02/2015 - I am writing this in complete frustration with $712.84 gone from my account and drawings piling up

 

Why can't customers get their serial numbers and product keys immediately on purchase just like any other piece of software that you buy?

 

Unhappy customer

 

Reply
Accepted solutions (1)
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44 Replies
Replies (44)

TravisNave
Mentor
Mentor

Welcome to the community.  Sorry for your frustration.  This is a peer support group, so you probably won't get a lot of account help here.  All I can do is recommend in the future you use a local Value-Added Reseller to purchase from rather than a direct unmanned Internet site. 

 

http://www.autodesk.com/resellers/locate-a-reseller

 

Hope you get your product numbers soon.  In the mean-time, you should be able to run as a trial for 30-days. 

 

Good Luck!



Travis Nave Send TravisNave a Private Message                                             Need help in your post? Mention me with @TravisNave



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dgorsman
Consultant
Consultant

Stupid question time: did you get "protected" by your email spam filters?  This will be an automated email, so your system may have filed or bounced it as junk.

----------------------------------
If you are going to fly by the seat of your pants, expect friction burns.
"I don't know" is the beginning of knowledge, not the end.


Anonymous
Not applicable
Thanks, I am checking my Spam for auto emails.
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Anonymous
Not applicable
Thanks but I have exhausted my 30 day trial 😞
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jessica.t
Alumni
Alumni

Hi @Anonymous,

 

I looked you up in our database and found your AutoCAD LT 2015 Desktop Subcription serial number and I just sent it to you in a private message. I have also contacted the customer service team to investigate this for your further as I did not find an existing case number for you. If you could reply to this message with that information it would be very helpful.

 

Thank you!



Jessica Thrasher

josiah.haskell
Participant
Participant

Hello Jessica,

 

I noticed that you were able to resolve this issue for another user. We are having a similar problem with the purchase of a Revit LT annual subscription.

 

Do you know how long these orders usually take to process? It has been over 24 hours and we are losing time on our project.

 

Does Autodesk offer any kind or refund for causing us to lose valuable time?

 

Thanks,

Josiah

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jessica.t
Alumni
Alumni

Hi @josiah.haskell and welcome to the Autodesk Community,

 

Your case has already been escalated to the customer service team and has been made a priority. I sincerely apologize for the wait and inconvenience. A representative will be in touch shortly.

 

Please let me know if you need anything in the meantime.

 

Thank you,



Jessica Thrasher
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Anonymous
Not applicable

Hi Jessica,

 

I am having a similar issue with a single seat, annual subscription to AutoLT for Mac.

 

The subscription is not linked to my Autodesk account, so, even though I finally received my registration information, I can't run the program because I don't have a user set up under the "management" account.

 

I'm sorry to jump on another thread with my own issues, but it seemed as though it worked for another user 😉

 

Thanks.

 

PS FYI I filled out a service request, but I haven't had much luck with those so far.

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josiah.haskell
Participant
Participant
We figured it out, even without receiving an email with activation
instructions. I was able to log in to our Autodesk account and see the
serial number and activate the software. However, I did have to uninstall
Revit and re-install it in order to get the activation to work properly. It
was a hassle and unfortunately customer service was not very helpful.

Thanks.
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josiah.haskell
Participant
Participant
Accepted solution

If you can figure out how to get to the account manager page, you can see the serial number and activate the software. I took a screenshot of the page so you can see what it looks like. See below.

 

From there you can click the arrow to the left of the product and see the serial number. You also might want to go ahead and unistall the it if you have already been using the trial version. Then click "install now" directly from this product management website. That was the key to getting mine to activate properly. 

 

 

 

Capture.JPG

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Anonymous
Not applicable

Also I am more then frustrated, I am already trying to activate mine for three days, these days I was not able to do my work properly, so now I have a big backlog of work while I need to go on holidays next week, I am thinking to put a claim for all the lost hours, no respond from Autodesk at all at my complain.

 

HELP !!!!!!!!!!!!!!!!!!!! 

josiah.haskell
Participant
Participant
1.
Uninstall your trial version, if you have it installed.

2.
Go here:
https://*accounts*.*autodesk*.com/

and login.

3.
Go to "MANAGEMENT" at the top of this page.

4.
Click the "install now" to the right of the product. It should activate
automatically...that's what it did for me.
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Anonymous
Not applicable

This is exactly what I try from the beginning, but it seems I need to asing a user (which is myself) I already have about 30 e-mails with activation codes but none of them is working.

 

Thanks for your help anyway.

 

 

 

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Anonymous
Not applicable

Thanks for this--I sincerely appreciate your time and help. 

 

Unfortunately, my problem is that my subscription to LT was never properly linked to my Autodesk account, so the subscription doesn't show up.

 

I am trapped in a Kafka-esque limbo: I registered and activated my trial version (which was working fine) without realizing that the subscription wasn't linked to my account. Since the subscription isn't linked to the account, I can't set up a user, so I can't run AutoCAD.

 

Since I already activated the subscription, I can't run the trial version on my machine.

 

(If anyone else stumbles upon this thread: DO NOT try to activate/register a trial version until you make sure the product shows up in your account manager, as Josiah has illustrated very well. You are better off using your trial and waiting to resolve the issue.)

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DarrenP
Consultant
Consultant

Autodesk just posted this here: http://forums.autodesk.com/

 

Autodesk Alert We are experiencing a backend sync issue that is preventing new Autodesk Store purchases from fully processing. Contract Managers are also currently unable to assign user and product usage permissions from accounts.autodesk.com. Our apologies for the inconvenience and thank you very much for your patience as we actively work to resolve these.

 

looks like they are working on it

DarrenP
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john
Explorer
Explorer
I wonder if this is the problem I am having also - we are still waiting for our welcome email, but frustrated with waiting I logged into the account and just got the information from there - but I can't get it activated.......
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Anonymous
Not applicable

Thanks, Darren--this is very good information.

 

At least they've acknowledged there is an issue. 

 

 

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josiah.haskell
Participant
Participant
That's exactly what happened to me!

Somehow when I uninstalled and re-installed directly from that account
page, the issue was fixed. Maybe because I was logged in while the
installation was happening??

Before I figured that out, I was getting an error that said "contact your
account manager" or something like that and it wouldn't let me proceed with
activating, even though I had entered the serial number and product number
and gotten an activation email from Autodesk.

Oh well, good luck.
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Anonymous
Not applicable

Yes- i am having the same issue - keeps going back to the 'contact yr administrator or enter another serial number'  even though the serial numbers are correct.  Having just spent a heap of cash on a product, it need to work right away.  Please repond as to why this is happening.  I also get countless emails saying 'thank you for registering.

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