*Track the status of an RMA:*

Before submitting an iLok for replacement via our RMA License Recovery process, make sure you are using the very latest software by updating your software here.

Before proceeding with the RMA process, you should understand some important points regarding our Zero Downtime™ program:

• If your iLok is covered under Zero Downtime™, you will receive temporary time limited licenses automatically as part of the RMA process.
• If your iLok is NOT covered under Zero Downtime™ but you want to receive temporary licenses, you may pay an extra fee to purchase Zero Downtime™ coverage. Note that you may only purchase Zero Downtime™ for iLoks that have been synchronized with iLok.com.
• Some temporary licenses might not be available, based on the software vendors' technical or business requirements.

Before you report your iLok as broken, please try to make sure that it is actually broken. If any of the following are true, then it is likely that your iLok is broken and needs to be replaced:

• The USB connector is loose, detached, or the case is visibly cracked.
• The light on the iLok is off when plugged into a known working USB port. Note that some non-powered USB hubs can be problematic. If you are using a hub, make sure it is powered.
• The light on the iLok is on, but iLok.com indicates that the iLok is not inserted when you try to view and refresh. Make sure you are using the very latest software by updating your software here.

If you have determined that your iLok is broken, please take note of the following points.

Warranty:

• The iLok is warranted to be free of defects for a period of one year (original iLok) or two years (2nd generation iLok).
• If your iLok is under warranty, PACE will replace your recovered licenses free of charge.
• If your iLok is physically damaged, any warranty is void.

How replacement works:

• You must provide us with a valid credit card to start the RMA License Recovery process. Your card may or may not be charged depending on the warranty status of your iLok. If charged, the cost for RMA License Recovery will be $49.95.
• You may choose to receive a free replacement iLok. Shipping and handling charges may apply, depending on warranty status.
• You must send your iLok to us as part of the RMA License Recovery process. If we do not receive your iLok, we cannot provide you with permanent replacement licenses.
• If your iLok is under warranty, we will provide permanent replacement licenses for recovered licenses at no charge.
• Replacement licenses will be deposited in your iLok.com account. You must download them to the iLok of your choice.

If your iLok is lost or stolen, please understand the following:

• The RMA process is irreversible. Once you report your iLok as lost or stolen, it cannot be used on iLok.com again.
• We cannot provide you with a replacement iLok. You must purchase a new iLok if you need one.
• If the iLok is covered under Zero Downtime, we can provide temporary licenses.
• We cannot provide you with permanent replacement authorizations. You must contact the software vendors and work with them to receive replacement licenses. Depending on the vendors' policies, they may require documentation from you, possibly including a police report or insurance claim.
• If a stolen or lost iLok is identified, all licenses will be automatically removed from the iLok.