AmpliTube 5 Gear Missing [Resolved]

[ahalatyn]

I recently ordered the AXE I/O + AmpliTube 5 MAX Bundle. Several stomps, amps, cabs etc. are locked. When I look at the IK website, it says all of the items that show locked are included with A5MAX.

I tried un-authorizing and re-authorizing in the Product manager but that did work. Assuming these should be unlocked, is there something I am supposed to do to unlock these?

Locked are several pedals such as the Satch, Dimebag, and Brian May effects plus several amps, cabs, etc.

[DarkStar]

As I understand it, when you Register / Authorize the hardware, AT5 MAX is added to your User Area / My Products and to the IKPM (the Product Manager). Is that correct?

Can you double-check that the AT5 MAX Serial Number was used to Authorize the software. You should see "9 authorizations left" or similar in the IKPM and in My Products.

While in My Products, for AT5 MAX, click on [Serials/Licence] and check that the Serial Number shown in the pop-up is that for AT5 MAX.

Try this:

(a) Restore your Purchases in the new Custom Shop (v2), click your user name there for the menu
(b) Unauthorize and reauthorize AT5 MAX
(c) Reboot your system

[ahalatyn]

Actually, now that I went in to IKPM and the webpage area My Products, I don't think I have A5MAX downloaded/installed?!?! It shows A5CS and A5SE only. I'm pretty sure I entered the serial number from my AXE I/O / A5MAX card that came in the box when I downloaded from the website, but the serial number on the page does not match what's on my card, so I don't what's going on?

Can you please tell me how I uninstall these other versions and install A5MAX using the serial number in the card that came with my AXE I/O?

I think what may have happened - at one point, you guys had responded to a question I asked in November when I originally made the purchase of A5MAX and the AXE I/O (my question was about why I couldn't download A5MAX), and you guys responded saying that A5MAX wouldn't be out until December and that I would receive an email which would give me a link to the download. I never received that email, so when I saw that it was released I downloaded from the website thinking that would be it. I'm almost 100% positive I used the serial number for A5MAX, but apparently I do not have A5MAX downloaded/installed.

Any help will be much appreciated.

[DarkStar]

Unauthorize is in the iKPM (the Product Manager).

Please contact Sales/Account Support, via here. You will be able to search the FAQs first, but if they do not resolve your issue, there is a link at the top of the Search FAQs page to a Support form.

Sales Support can look at your Account and see what's going on. Response time normally is within 2 working days (US (East Coast) Business hours, generally), but in the current circumstances please allow some more time.

Administrators and Moderators here cannot access your Account.

[ahalatyn]

Update, I was able to get the serial number registered by clicking on register product and adding the serial number. I rebooted and the locked items were unlocked. Thanks for your help!

[danielcheong2010]

The gears appeared after I logged into the Customs Shop.

[garfy]

Thankyou danielcheong2010.

Yes, most gear missing situations can be fixed by either de-authorising and re-authorising a serial number or by Restore My Purchases in the Custom Shop app.


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