I can only see Revit 2016 when I purchase Revit 2019, Why?

[tech3design]

Autodesk has done it again. 

I purchase Revit 2019 and can only see Revit 2016 on my portal. I put in a service request-(just because I have the time to write countless emails and wait all my time I have for my projects) and got a response. Just use your "Collection license" But I bought a new Revit license for my new users. 

This is what I wrote to them. 

Just received a response to my last service request that said just use your Collection license instead of your new Revit license. Very sad response. . just to be clear I need access to my Revit 2019 for my other user today. Way to long to fix this issue. Call me at ??.???.???0 if you care about your customer's.

Sorry but your email response does not help me.

I purchased a new Revit license at $412.00 subscription per month. For my other users, I and he can only see Revit 2016. I purchased the most recent version of Revit, plus 4 back, not Revit 2016 only. 

I am using the Collection license my self and needed an additional license for only Revit 2019. I thought all I had to do is to purchase a Revit 2019 license, simply right. NOOOO! very long and annoying process with many service request, and obtuse answers, like "just use your Collection license instead" as he/she closes the ticket. I only have 1 collection license that is why. Why would I buy a new Revit license if I already have a collection License? because I need 2, 1 collection, 1 Revit only.

I cant' give the other user access to my 1 and only Collection license for him to download Revit 2019. I bought one, of did i only buy 2016

When I bought a new Revit 2019 license for my other user to use, I can only get Revit 2016, The website “Buy Now” didn’t say that I was buying Revit 2016 only. What a joke, you must be kidding with the service request response. There is no way I can give my Collection license to my other users because I need Revit 2019 for my self. If you had a call center, this would be cleared up in minutes. Now I have to email for days while you guy closes the request each time. How do I give my other user the Revit 2019 license that I have bought? Days will go buy to fix this. This is unexpectable. Give me a call at ?????????0 if you care about my issue and your customers.

Autodesk used to be so reliable. Very concerned.

Regards,
Very concerned customer.

Only real response please, keep your swag...

[David_Knight]

aside from contacting them directly via phone, you may wish to try here and post on the licensing forum.

[tech3design]

great I can call them, on Thursday... in three days. wow! long time to wait...

Thanks David for the phone number appointment location, did not know that. Very hard to find....

[tech3design]

Here is the response from Autodesk.....I can't assign the collections to the other users because I am using the only license for my 1 collection license. I purchased a Revit license and only Revit 2016 is showing up for download. They answered with an unusable solution and are now closing my ticket. Wow...

Dear Steven,

Thank you for contacting Autodesk.

As you have subscribed for the Architecture Engineering & Construction Collection. The download for the products are slightly different.

When you log into your Autodesk Account, Kindly click on the Tab - Architecture Engineering Collection at the left hand drawer. You should be able to download the 2019 version of Revit. I have attached a link on the steps as well as a screenshot for your easy reference.

[User-added image]
Download Industry Collections and AutoCAD Including Specialized Toolsets

I hope this helps! Should you have any other questions, feel free to let me know and I will be happy to assist you!

You may receive a “case closed” e-mail at the end of the day but you can always re-open this case within 30 days if you need further assistance.

Thank you!


Sincerely,

Norine Liana Juri
Global Customer Support & Operations

[David_Knight]

not much anyone here can do to help you unfortunately.

@Viveka_CD might be able to help... but idk.

[tech3design]

I purchased a Revit 2019 licnse and only Revit 2016 is showing up for download in my portal. I have 1 collection license which I am using for myself. I purchase a new Revit 2019 for my other user to use and only have the Revit 2016 for download. Why is this happening? Should I cancel the Revit license as I can only download a version I don't need.

Question me, Question me...

[David_Knight]

for a quick fix, and not so "legal"

install the collection license version of revit on the second machine and log in.

you'll have it running on two machines while they sort it out.

when your done, uninstall/reinstall with the correct version.

[Viveka_CD]

Hi @David_Knight

Thanks much for the alert. Appreciate it 

Hi there @tech3design

Thanks for posting on the Architecture Forum. Let me look into your issue.

Sorry to hear about the issue and experience you had. do you have a case number to follow up?

I'll check if an Installation and licensing expert @natasha.l can offer some advice.

Regards,

Regards,

[Viveka_CD]

Hi @tech3design

Apparently, this issue has been narrowed down to an account issue. I had a specialist check your account and yes only Revit 2016 showed up.

Usually in a collection when you purchase 2019 you should have rights to the package which includes 2016, 2017, 2018, and 2019.

Let me check if there is more feedback.

Regards,

[tech3design]

I have a collection with one license which is not the issue. separate the collection from this issue. 

I purchase a Revit "only" license (a.k.a. subscription) last night. I have the "new" Revit software showing up in my portal-((separate from my collection)). I am paying 412.00 per month starting last night for my "New" Revit license (a.k.a. subscription)

You should only be looking at the independent Revit license issue, which should give me the option of download Revit 2019.  

Case number 14423615 and 14422156. 

[Viveka_CD]

Hi @tech3design

Ok, I took a second look at your account issue 

Thanks for sharing he case numbers. 

Please try the below for me and let me know if you are able to view the products:

Please click on 'view included items' under AEC Collection - see screenshot below

Then all your products are displayed and all your Revit versions show up (Revit 2016, 2017, 2018, 2019)

Let me know if this helps and if you are able to download and install.

Looking forward to hearing from you.

Regards,

[tech3design]

Case number 

Case number 14423615 and 14422156. 

When you purchase an individual Revit license, ((not part of a  collection))  , an individual Revit only license, it will give you the option to only download Revit 2016, not worth 412.00 per month. This tells me that once you purchase a collection you can only buy more collection not individual Revit only license because Autodesk (a.k.a Portal platform) gets confused.... Very un Autodesk like...

[David_Knight]

I feel like i'm the only on here that gets it..?

the problem isn't the collection.  its the single revit seat.  it's only showing him Version 2016.

[tech3design]

Yes, I know I have a collection license. I am using it for myself to do my project. I purchase a new Revit only license for my second user to help me on my project but I can have him use the Revit 2016, plus I didn't pay for a Revit 2016. Where is my Revit 2019 only version? stop referring to my single Collection license I know I have it and it is in use at 600 plus per month. I purchase a new Revit only license at an addition 413 per month now I am at over 1100 per month with only one license. Why can't you understand... 

[tech3design]

I can purchase 15 more licenses for "Revit only" -(Revit only means NOT IN A COLLECTION)  and you will still refer to the "1" collection license I have, Why? I can not assign the collection license to my other users because I am using it!

I am using the COLLECTION license, stop referring to it, please. 

I purchase a separate individual Revit only license for 412.00 Is this possible, to purchase a separate license? not associated with a COLLECTION? what if I want to buy 15 "separate", "individual", Revit "only" license for 412.00 each? is this possible? if so, will I only get Revit 2016, if so, why? 

Please do not respond if you can only refer to my 1 used collection license I have.  

Also, is there anyone else out there that can help from Autodesk. give me call, 2 seconds that all this should take. 

[tech3design]

Wow,

bing go!!!

ding! ding! ding!

You go it. Autodesk second level support got it right again. 

Why is this happening? When will the fix the issue? how many days will this take? I estimate 2 weeks if at all this will be solved. I still need to explain this 10 more time to be consistent with the service support. 

[tech3design]

This issue is not a collection issue. 

I purchase an individual Revit only license, outside of the collection, please stop mentioning the collection, it is not a collection. 

[Viveka_CD]

Hi @tech3design

Yes, the single seat shows only Revit 2016, but the collection shows all versions - clearly an issue with account management or user profile etc.

For a closer look, someone from account management has to take a look at your issue or we will have to wait for a licensing expert to offer more feedback on your issue.

Let me try to contact someone from accounts. 

Appreciate your patience and sorry again for the experience.

Regards,

[tech3design]

This is an acceptable response. Though it took several case submitions and
countless forum posts to get it. The always, "it's a use issue", approach
first, makes this happen.

[Anonymous]

It can take a day or two for the servers to populate with your license info.  So if it has been less than 24 hours since you made the purchase I would have your user sign out and sign back in later this afternoon, same for you at manage.autodesk.com then sign back in.  Once populated you should be able to assign your user the new license.

It used to be that the only way to get Revit was through the Collections (Suites prior).

But why are you paying $412 a month?   Revit standalone should only be $280 a month while the AEC package is $345 a month unless the $412 is a combination of both your AEC and a standalone which still doesn't make sense.