Support Center

Why aren't my downloads/licenses showing up in my Soundtoys account?

Last Updated: Jan 16, 2019 06:47PM EST
Short answer:
Your licenses aren't yet registered to your iLok account or you have the wrong iLok account listed on your Soundtoys account.

When you log into your Soundtoys account, our website looks in the iLok account associated with your account and provides you with the appropriate downloads and upgrade offers. This can get messed up if you accidentally put the wrong iLok user ID on your Soundtoys account.

Fixing problems with your iLok user ID:
Often times, people mistake a location ID or iLok USB serial number as their iLok user ID. Another way to describe the iLok user ID is the username that you would log into the iLok License Manager with.

On your Soundtoys account if your user ID looks something like "C6A8F750-77CD-11E3-9FD7-10DDB1C6CE86" or "0x001C4538", you most likely have the wrong ID and will need to fix it.

If you're not sure exactly what your user ID is, you can find it if you log into the iLok License Manager and look at the text next to the icon of a profile picture. It might be the username you've been using since you started using the internet, it could be your full email 
address, or anything in between.

If you need to update the iLok user ID on your Soundtoys account, then log into your account, click on the "Profile" tab, and then click the "Edit" button. You should be able to change the user ID and save the changes. Sometimes, you will have to log out and log back in to see the changes.

If you have any problems with this, please submit a support ticket here so our support agents can help you.


Getting your licenses registered to your iLok account:
This step will only apply to you if you bought a plugin on our website and received an activation code or if you bought the license from a dealer and received a serial number.

If you already used your activation code, please read this article for help with getting your activation code registered to your iLok account.
If you haven't used your code yet, please read this article to help you redeem your code, and make sure you choose either "With an iLok account" or "With the iLok License Manager".

Please read this article for getting third-party dealer purchases registered. 

TROUBLESHOOTING:
Did you accidentally register your license to the wrong account? Are you getting an error when trying to register your code? No worries, we're happy to help.
Just submit a support ticket here with some details of what happened, what you were trying to do, or a screenshot, and we'll help you fix the issue.