When does my Zero Downtime™ coverage start?

Once purchased, Zero Downtime™ coverage has a 7-day cooling off period. If immediate coverage is required, payment of an expediency fee will cancel any remaining cooling off period. A detailed description of ZDT can be read in Section 4 of the iLok.com Terms of Use.

Issue not resolved? Click "Continue" to start a support ticket.

How is my Zero Downtime™ renewed?

Zero Downtime™ is a subscription coverage and is renewed annually using the same method of payment used on the original order. You will receive reminder email notifications prior to the renewal at your email address of record for the iLok.com account. Be sure to keep your email address current. These reminder emails will alert you to any problems with the pending renewal and provide instructions for updating your credit card information, or cancelling your coverage if you wish to do so.

Issue not resolved? Click "Continue" to start a support ticket.

I have a pending renewal order. How do I update my credit card information?

Please sign in to your account and complete the renewal by going to the 'Manage Licenses > iLoks & Licenses' page and clicking the "Renew Now" link for your iLok. Choose the "Renew" option and input your new credit card information. Once you click the "Next" button, 12 months will be added to the end of your current coverage.

Issue not resolved? Click "Continue" to start a support ticket

How do I cancel my Zero Downtime™ coverage?

Prior to the renewal of your Zero Downtime™ coverage, you will receive a reminder email. In this email is a "Do Not Renew" link. Please use this link to cancel your subscription. The "Renew Now" link for this iLok on your "iLoks & Licenses" page will also take you to a page where you can cancel your coverage.

Issue not resolved? Click "Continue" to start a support ticket.

Can I change the iLok that my Zero Downtime™ covers?

Zero Downtime™ coverage is tied to specific iLok and is not transferable. If you would like to cover a different iLok with Zero Downtime™, you would need to order that coverage separately.

Issue not resolved? Click "Continue" to start a support ticket.

I'm having trouble getting a shipping estimate, or the estimate does not seem correct.

If you are getting an error message that references the State/Province field, please try leaving that field blank. FedEx may not be expecting an entry in this field for addresses outside of the US and Canada.

If you receive an error message when entering your address, if you continue with your order, the shipping estimate you receive is based on a set average and not on your actual shipping address. You will be charged the actual shipping fee for your shipping address.

Issue not resolved? Click "Continue" to start a support ticket.

Why can't I ship to a PO, APO or FPO address?

We ship exclusively through FedEx and they will not ship to Post Office Boxes or APO/FPO addresses. Unfortunately this means you will need to choose a different shipping address, or locate another retailer who offers shipping through a carrier that does deliver to these types of addresses.

Where can I buy an iLok?

To purchase online, go to the iLok.com web store (click on "Buy" above). Pricing and availability are subject to change without notice.

In addition, the iLok is available anywhere Digidesign products are sold as well as many other Pro Audio product dealers. In Europe, the iLok is distributed by Sonic Distribution.

Note: We always recommend buying your iLok new and not used as there is no secure way for you to verify the status of licenses on a used iLok, or tell if the iLok is already registered to another iLok.com account.

What do I need to have to transfer a license to different account?

The Transfer Licenses utility requires that you have the following:

• the iLok that contains the licenses to be transferred
• the User ID of the account to which the licenses are to be transferred

License transfers are irreversible so be absolutely positive that you have the correct iLok.com account User ID.

Issue not resolved? Click "Continue" to start a support ticket.

Does the license transfer fee apply to each license transferred? Even for bundles?

The license transfer fee is per license, or if you are transferring a license bundle, there is a bundle fee that covers all licenses within that bundle. Some software companies use the term "bundle" for marketing purposes but define their licenses separately (non-bundled) on iLok.com. On iLok.com, a bundle is a group of licenses that must always stay together on the same iLok. If a license is able to be moved or transferred individually, it is not part of an iLok.com bundle.

If you need to transfer a large number of licenses, see the entry "Transferring large numbers of licenses" above.

I want to transfer a license that requires an approval. Who does this approval?

Some software developers require their approval prior to a License Transfer for a license for their products being processed.

Only the software developer can provide the approval. We cannot do the approval or reverse your License Transfer request.

You can check on the status by signing in to your account. The status of any pending approvals will appear on the "iLoks & Licenses" page. The name of the software developer can also be found there.

Can I transfer a large number of licenses to another user for a reduced rate?

Depending on the licenses involved, you may be able to transfer licenses at a reduced rate.

• If the licenses are all part of one License Bundle, you will be paying only one license transfer fee for the entire bundle.
• If the licenses are not part of a License Bundle, you may be able to reassign a new or existing iLok containing all of the licenses to be transferred to the new account.

Issue not resolved? Click "Continue" to start a support ticket.

I was transferring a license to another account and it failed to complete.

This operation is automatically provided with 3 retry opportunities in an automated Recovery Process. If you have not used all three of your retry opportunities, please do so. If the operation fails to complete after using all of them, please click "continue" below to submit a support request.

Issue not resolved? Click "Continue" to start a support ticket.

I have an open order that I need to change/cancel.

Please use the Continue button below to contact our support team. If your order has not yet been processed, we may be able to amend or cancel your order for you.

Issue not resolved? Click "Continue" to start a support ticket.

I have a question on a completed order.

Change of shipping address: If your order has not yet been picked up by FedEx, we may be able to change the shipping address. Please use the Continue button to contact our support team.

Question or Invoice Request: If you have a general question on your order or if you need an invoice, please use the Continue button to contact our support team.

Issue not resolved? Click "Continue" to start a support ticket.