Hello everyone,

I have been receiving emails from users asking about a recent email regarding our e-commerce changes....   here is the scoop.

Some of you have started receiving emails about a change coming at Avid with our e-commerce payment processing partner. These are not spam or fraudulent emails and for certain regions of the world, there is a required action to opt-in.

Some quick detail: On or just after July 11, 2019, Avid will be changing our Merchant of Record partner for e-commerce transactions from Arvato to Digital River.  The consent in the email you may receive, is for Arvato to transfer your fully encrypted subscription information to Digital River, including credit card number, expiration date, cardholder name, and subscription ID. 

The most important part:

In order to ensure a seamless transfer of services and continued use of your software subscription, for EMEA and APAC customers, we kindly ask you to give us your consent by choosing to opt-in when you receive this email.   

For customers in America's, no action is necessary. While, you might have received an email titled being "Action Required",  the body copy says “Don't worry—we've got you covered. No action is needed from you in order to continue enjoying your Avid subscription!”   

The AMERICA emails are just a notification and the EMEA/APAC emails are much longer, they have specific subscription information (personalized) and opt-in buttons

Questions, let me know.

Thank you and I apologize for any cuase for concern this may have caused.  

EMEA and APAC Subscription users, please act before July 11, 2019.

Marianna

I only discovered the email in my Spam folder after reading this post - great choice of subject title Avid.

Question. I haven't made any renewable purchases using Arvato for several years, I purchase the updates through an Avid dealer. I do not, nor do I intend to, borrow, rent or join any subscription plan with Avid and because of this I don't see any requirement to give Digital River any information regarding my dealings with Avid.

Please feel free to correct me if I am wrong on this point.

Gerry

@Marianna,

I'm in EMEA and considering an early renewal of my plan to get a bit of air before the 33% price increase....

Should I do the renewal first, THEN opt-in for the partner change, or the other way around ? Taking into account the deadline for the early renewal of course...

BeniotM

email me your MY Avid and system ID so I can make sure you do and get the correct plan.

Marianna

Gerry,

If you purchase thrugh your reseller then no need to opt in.  You are correct.

Marianna

Thank you for the quick answer Marianna.

Gerry

I am optimistic about this change.   The current payment processing vendor was not good.  Double charging credit cards, mischarging and then charging again 6 months later.   Hopefully, the new vendor was brought in to fix those issues.

Hi Marianna,

I am sorry, I'm really getting confused about this thing, being in holidays in France at the moment with very bad internet connection After sorting out that it's no spam nor fishing I did the Opt-In and I thought I would be able to extend my perpetual license until the 11th. Now it looks like I have missed the date. My main question is: I am using a dongle for many years now and I wouldn't want to change that. But is it mandatory to stay perpetual for using a dongle? 

Best wishes 
Benjamin

BenQ:

Hi Marianna,

I am sorry, I'm really getting confused about this thing, being in holidays in France at the moment with very bad internet connection After sorting out that it's no spam nor fishing I did the Opt-In and I thought I would be able to extend my perpetual license until the 11th. Now it looks like I have missed the date. My main question is: I am using a dongle for many years now and I wouldn't want to change that. But is it mandatory to stay perpetual for using a dongle? 

Best wishes 
Benjamin

Hey Ben

I was out and just back yesterday - catch up mode.

Can you email me directly and provide the system ID for me.  I will help you out and get it back on track with the dongle.

Marianna

Got the mail today and choosed Opt-In. So far so good.

But in my account are now listed all Ultimate Subscriptions with "Provide Payment Details" in a red box.

I did this for one, choosed PayPal and had to pay 1,19€. The Subscription I did this for is still listed.

Do I have to do this with all listed Subscrioions and pay for every one?

Doyle

Hello Doyle,

  Let me check this with our Webstore team standby. By the way, the $1 pre-authorization and will be released from pre-authorization automatically. Rest assured that this transaction will not be posted to your card/bank statement and this is just so we can capture their payment details and transfer it to Digital River.

RalphC

You say 'America' and 'Americas'.  Including Canada, Central, and South America?  I'm in Canada.  I've received one email sayinig you've got me covered and another one saying you want me to provide my account into. Which is it?

Hi Mark

I believe you received 2 emails because there are 2 products in your MyAvid.  

Sibelius | Ultimate ( this one needs payment update ) and an older Sibelius 7.5 Upgrade from Sibelius 7 ( this one does not ).

When we say "America's - we mean USA, Canada and the ones you mentioned.   

Log in to your MyAvid and select Sibelius | Ultimate and you will see payment info is needed.

HTH and sorry for the confusion.

Marianna

Thanks, Marianna.  I'll try that later today and see how it goes.

Hi Doyle,

   Only once is sufficient and payment is updated and applied onto to all subscriptions.

Thanks,

RalphC