Cannot access support despite having an active subscription

J

JoeC20

Bit poster
I have an active subscription for Parallels Desktop for Mac Pro Edition, and and inactive subscription for the same. When I start Parallels, I open up the About Parallels box and then click on the Account & License button and I see both subscriptions, the active and inactive. When I login to the website, it only shows me the inactive subscription, and therefor I cannot contact support. Can someone please help me so that I can contact support?
 
We too have a subscription for Parallels Desktop for Mac Pro Edition and it is not evident that this is accounted for by the End-of-Support Statement from last August: https://kb.parallels.com/122533. Moreover, we show that Chat, Phone, and Email Support are greyed out for us, Harvard Business School. Is such support not included in our plan? See Invoice Reference #500129610 for evidence of our Mac Desktop Pro subscription for the year.

More importantly, Diego Nunez believes is unable to access his account. I can provide the email and license key that worked for him last May if you contact me privately. There was a gap before his next access this month. He made an update and is now getting this error. What do you advise?
 
JoeC20 said:
I have an active subscription for Parallels Desktop for Mac Pro Edition, and and inactive subscription for the same. When I start Parallels, I open up the About Parallels box and then click on the Account & License button and I see both subscriptions, the active and inactive. When I login to the website, it only shows me the inactive subscription, and therefor I cannot contact support. Can someone please help me so that I can contact support?
Click to expand...
Hello @JoeC20
Thank you for your feedback.
As checked on our side, the expired subscription is registered to your Parallels Account under the email jcasxxxxxx@nortxxxxxx-train.com , whereas your active Pro Subscription is registered under a different email northbounxxxxxxxxxx@gmail.com . Thus, to receive support, you need to sign in via https://my.parallels.com/login with your northbounxxxxxxxxxx@gmail.com email address which should provide you with the active support options.
So it appears that you are using your Parallels Account which contains your expired subscription, which is why you are not getting any support options.
Thanks
 
DovF said:
We too have a subscription for Parallels Desktop for Mac Pro Edition and it is not evident that this is accounted for by the End-of-Support Statement from last August: https://kb.parallels.com/122533. Moreover, we show that Chat, Phone, and Email Support are greyed out for us, Harvard Business School. Is such support not included in our plan? See Invoice Reference #500129610 for evidence of our Mac Desktop Pro subscription for the year.

More importantly, Diego Nunez believes is unable to access his account. I can provide the email and license key that worked for him last May if you contact me privately. There was a gap before his next access this month. He made an update and is now getting this error. What do you advise?
Click to expand...
Greetings @DovF
We sent you a private message, please check it and provide us with the requested information.
Thanks
 
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