Purchased Maya license does not appear in Autodesk Account

[Anonymous]

Hello Autodesk + all,

My company purchased an annual Maya account for $1500 yearly, however the license we purchased is not working. In short I plugged the new license in, got confirmation emails that it worked, and then never had any subscriptions show up on my online account or under licensing information on the Maya software itself.

My current Maya version still registers as a trial version, and neither of my Autodesk accounts online have access to any Maya subscriptions. I can't even call in because my account doesn't list as "subscribed", which means I don't have access to call Autodesk, even though we just paid for this license.

Here is a list of my Autodesk Accounts:

exxxxxxxxx@gmail : personal account

exxxxxxxxx@tempus : company account

Quick summary of how I used the serial number:

- I opened maya (it was expired and gave a couple options on how to opt in again). I selected "Serialize"

- I entered the serial number into my Maya program to re-serialize the application

- This prompted me to log in or create a new account. I chose "Create a new account" and created a company account using my company email, so that the subscription would be tied to my company name.

- The serialization was "successful" based on the notice after I entered the number, and the email that our IT desk got (they performed the purchase of the serial number).

- However, the version of Maya that I open now is always a trial version, and neither my exxxxxxx@tempus account nor my exxxxxxx@gmail account appear to have registered any Maya liscences on them online. 

- We waited 24 hours to confirm this was not a system delay. (This actually happened last week).

***My best guess is that when I entered the serial number, I entered it on software that was being run by my exxxxxxxx@gmail account, however as soon as I "created a new account" and made the new exxxxxxxx@tempus user, I must have confused the system? Somehow the serial got lost between the two?

For now I have one more month of free trial from making the 2nd account, so I've just been using that.

It's frustrating to have this issue and not be able to call Autodesk, we've also sent several other request messages and emails on the issue but haven't heard back. The forum feels like a weird place to make this request, but I would love any input from Autodesk or other users who have run into this issue before.

Many thanks,

Erika

< Edited Content for better support. > 

[natasha.l]

Hello @Anonymous, 

Please let us know where you purchased this license? Did you purchase the license, if not then whomever purchased it is the Administrator(Contract Manager) & should be granting you access to the subscription. 

If you purchased through the Autodesk Store & you are assigned the license you can look up your order & contact Account Management regarding the license missing from your Autodesk Account. 

If you purchased a license through a re-seller, please reach out to them they will have access to your contract information. 

Please "Accept Solution" if a reply or replies have helped resolve the issue or answered your question, to help others in the community.

[Anonymous]

Hello Natashal84,

Many thanks for the speedy response. I will try that route and see if I can find any answers. Technically the IT department at my company purchased the license through CDW, but for some reason CDW pointed us to Autodesk to figure out the answer to our licensing.

I will circle back and let you know whether these steps help or not, we will run through them all and see who can pinpoint the issue.

[Mark.Lancaster]

@Anonymous

Welcome to the Autodesk User's Community..

I know its only an email address but for the future please do not share that info here for security reasons (on a world wide public user forum),

Just because you created a new account using your company email address syntax doesn't mean its linked to your company's subscription.

In the end in what I'm reading for your posting, the contract manager or software coordinator for your subscription needs to create a user account under their subscription and assign the use of the product to you.   However by default the license was automatically assigned to the contract manager for your subscription.  Which means the contract manager has to edit their account access and remove the use of Maya.  From there create a user account for you and assign the benefit to you.   CDW has nothing to do with this and they were correct to have you contact Autodesk..

UPDATE:  The assigned contract manager would be the person who placed this order through CDW..