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My Licenses and Codes

Select a topic:

  • Authorizing iLok-Protected software >
  • Downloading a license >
  • Moving licenses within an account >
  • Transfer lic's to another account >
  • Redeeming a License Code >
  • License for product not found on attached iLok >
  • iLok no longer authorizing software >
  • What is available for download >
  • License is in the wrong account >
  • Surrendering a license >
  • Not enough space on iLok >
  • Recovering from a failed download >
  • Recovering from a failed license move>
  • Requirements for the transfer licenses utility >
  • License vs. Bundle pricing >
  • Licenses that require approval >
  • Transferring large numbers of licenses >
  • Recovering from a failed license transfer >
  • Lost License Code >
  • License is in the wrong account >
My software is indicating the a license cannot be found on the attached iLok.

If you do not have a license for the software, please contact the software publisher to obtain a license for their product.

If you do have the correct license on your working iLok and it is not authorizing the associated protected software, the problem could be with the iLok software, or the protected software.

Please download and install the latest version of the iLok License Manager application from the Download page, reboot, and try again. If you still get this message, please contact the software publisher of your protected software for assistance.

My iLok is no longer authorizing the software even though the correct license is there.

If your iLok is no longer authorizing your software, the problem could be with the iLok software, the protected software, or the iLok.

Rule out iLok Software:

Download and install the latest version of the iLok License Manager application, reboot, and login to your iLok.com account. Be sure you uninstall the software before doing a clean install. Sign in to iLok License Manager. If your iLok shows as connected in the iLoks list, it should work to authorize your iLok-protected software.

Rule out iLok hardware:

Plug in the iLok. Does the iLok light up when plugged into a known working USB port? If not, or if the iLok is physically damaged, this indicates a problem with the iLok, and it should be submitted for License Recovery and Replacement through the RMA process.

If the iLok does light up, but is still not show as connected after ruling out the iLok Software, and if other iLoks that you've tested in the same USB port do appear as connected there, this indicates a problem with the iLok and an RMA is necessary.

Submit an RMA

Rule out protected software:

If you've ruled out the iLok Software and the iLok hardware, please contact the publisher of your iLok-protected software for assistance. The software publisher is the only one qualified to provide technical support for their product.

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

Continue
How do I see what licenses are available for me to download to my iLok?
Available Licenses - iLok license Manager

iLok License Manager

When you are signed in to your iLok account in the iLok License Manager application, you can see what licenses are available for download by clicking on the 'Available' tab at the top of the screen. This tab shows when you are looking at your Account view, which is at the top of the left side of the screen and has your User ID.

If you've purchased a license and it is not showing up for download, please contact the software publisher regarding your license purchase.

If you think the license may already have been downloaded to an iLok or accidentally deleted, you can check the All Licenses or All Activations tabs. A list of all licenses currently on your iLoks can also be viewed on iLok.com on the View Account page. Please note you can only look at your licenses, on iLok.com, you cannot manage them.

I had new licenses deposited in the wrong iLok account. What do I do now?

If a pending license has been placed in the wrong iLok account, you will need to contact the software publisher for assistance. They are the only ones that can recall the deposit and place the license in the correct account.

Understand that the software publishers are the only ones capable of licensing and distributing their products. PACE merely builds the infrastructure for the software publishers to distribute their products in the way that is consistent with their licensing terms.

 
How do I surrender a license?
Surrender - iLok license Manager

Surrender Detail - iLok License Manager

Some new licenses require the surrender of a license you already own. It's like a trade-in. These new licenses are commonly Update licenses, but a surrender may sometimes be used to exchange a full license for a demo or trial license, or a group of licenses for an individual license.

License deliveries that require a surrender have a blue and white flag icon in your license list.

The surrender of the required license is done automatically by the computer during the delivery of the new license(s). Simply select the license, open the Detail pane, and click on the 'Complete' link. You can also just begin the activation process (drag it to the location or select Activate) then follow the prompts.

 
I'm getting a message saying my iLok is full.

This message indicates that there is not enough space on the iLok for the operation you are trying to do. Additional iLoks may be purchased from the iLok.com online store or from many local retailers carrying pro-audio merchandise.

Shipping outside the USA or Canada? Local distributors may help you save on shipping and customs fees. Find out more.

 
I was downloading a license to my iLok and it failed to complete.

This operation will automatically try to complete. Please try logging out of iLok License Manager and back in. If the operation fails to complete, please click "Continue" to submit a support request.

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

Continue
I was moving a license between my iLoks and it failed to complete.

This operation will automatically try to complete. Please try logging out of iLok License Manager and back in. If the operation fails to complete, please click "Continue" to submit a support request.

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

Continue
What do I need to have to transfer a license to different account?
Transfer icon - iLok license Manager

Transfer icon - iLok License Manager

The Transfer Licenses utility requires that you have the following:

  • the license(s) to be transferred are either in your account or on an attached iLok
  • 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 account User ID.

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

Continue
 
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 (Locked Group), one fee covers all licenses within that Locked Group. Some software companies use the term "bundle" for marketing purposes but define their licenses separately (non-bundled) for iLok License Manager. In iLok License Manager, a bundle (Locked Group) is a group of licenses that must always stay together on the same iLok or activation location.

Each License Transfer order has a maximum charge of $US 50.

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

Some software publishers require their approval prior to a License Transfer for a license for their product being processed.

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

You can check on the status of a pending request by signing in to iLok License Manager and looking at the Details pane for the license. The name of the software publisher can also be found there.

 
Transferring large numbers of licenses

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 (Locked Group), you will be paying only one license transfer fee for the entire bundle.
  • If the licenses are not part of a locked group, each License Transfer order has a maximum fee of $US 50.
I was transferring a license to another user and it failed to complete.

This operation will automatically try to complete. Please try logging out of iLok License Manager and back in.

If the operation fails to complete, please click "Continue" to submit a support request.

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

Continue
I can't find my Activation Code.
Activation Codes - iLok license Manager

iLok License Manager

An Activation Code is a special code used to deliver an iLok license to your iLok account. You may have received this code from a software publisher via an email, in a retail package, or in a print ad. The code can be redeemed for your license in iLok License Manager by clicking on the 'Redeem an Activation Code' icon.

If you cannot find your Activation Code, please contact the software publisher for assistance. They are the only ones who can replace the code for you.

An Activation Code is not the same thing as your software registration code or number. The iLok License Manager application does not handle the registration of your software, this is done through the software publisher directly. We do not collect or store software registration information.

I redeemed an Activation Code to the wrong iLok account. What do I do now?

If an activation code has been redeemed to the wrong iLok account, you will need to contact the software publisher for assistance.

They are the only ones that can recall the license and place it in the correct account.

Understand that the software publishers are the only ones capable of licensing and distributing their products. PACE merely builds the infrastructure for the software publishers to distribute their products in the way that is consistent with their licensing terms.