AIR included licenses not working

Hi, I'm having issues with one of the software licenses I got when I bought an APC mini: AIR Hybrid 3.

I stored my license in my iLok account, as well as other AIR products I purchased. But recently my iLok account cloned my computer and started detecting it as a new one, leaving my licenses in the duplicate one, so I can't access them and I'm completely blocked. I contacted them and it seems account restarting only can be done after AIR requests it. As i got my licenses from external places rather than AIR's webpage I don't have an AIR account, or at least I can't seem to connect to it when I try it, nor I can get a technical support ticket.
And I thought maybe you can help me notify them since they won't give me a support ticket and their web doesn't let me create an account or register any of my purchased products. Or maybe you can directly contact iLok support.

Thanks in advance.
1 person has
this problem
  • Hi Tancia,

    Thanks for posting.

    Software authorization inquiries cannot be handled here on the forum but I can point you in the right direction! Here are a couple of options that you could choose from:

    • Submit a Software Authorization Assistance inquiry with our Technical Support team by logging onto the AIR Music Tech Support page. Select Software Authorization Assistance from the drop down menu.


    • For quicker support, call your nearest Support Office.

    Let me know if you have any questions!
    • view 2 more comments
    • Hey,
      Just as you said, I got a reply from technical support, but after 20 days of several emails saying that the database is already in my account and that they should be available, they are still stuck there.
      I'm having to use my laptop's vacuum activation in my desktop since the other activation is in the duplicated ID
    • OK, I understand one of my techs reached out to you to resolve this. Please follow up with them when you can - thanks! 
  • (some HTML allowed)
    How does this make you feel?
    Add Image

    e.g. sad, anxious, confused, frustrated indifferent, undecided, unconcerned kidding, amused, unsure, silly happy, confident, thankful, excited