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USA & Canada Contact Information
 Technical Support |
Technical Support Policy, Procedure, and Contact Information
Phone and email support is available if you already own a Avid product and have technical questions or require additional assistance. In order to receive technical support for any product, that product must be registered.
For hardware warranty and repair information, please see the following page:
If your product is not registered, or you are past the date for free technical support based on the original date of purchase, you are not eligible for free technical support and you will need to use the Avid ProAxess Line or purchase a Support Plan (see below). Technical Support by email is available regardless of date of purchase via the Online Support section.
Technical support is only for technical problems with Avid or Avid-distributed products. Due to the high volume of calls and Avid's commitment to helping users as quickly as possible, we are unable to provide in-depth tutorial advice. Technical support for products that are not manufactured or distributed by Avid is not available. Please contact the company that makes that product for technical support with their products.
Support Options
Your creativity doesn’t just work from 9-5, and neither does your equipment. Keeping your technology running smoothly calls for information and expertise that’s there whenever and wherever you need it. Avid Support Services enhances and extends your product support with a network of software and hardware assurance resources. Count on Avid Support Services to keep you ahead of the game. From the largest corporate enterprise to the casual home hobbyist, Avid Support Services has a plan that fits with your needs and your budget.
For more information on these programs, please see the following:
Technical Support — US and Canada
- Technical Support Phone: 650.731.6100
- Monday thru Thursday: 8:00am - 5:00pm PST
- Friday: 8:00am - 4:00pm PST
- Technical Support Fax: 650.731.6375
Please note that our Support Request form has been updated.
To submit an e-mail to our support team, please click on the below "Online Support" link. You will then need to log-in to the Support Center. If you have previously created a profile click on "Log Into Support Center". If this is your first visit, you will need to click on "Create a Support Profile". You will then be sent an e-mail with your log-in and password information. Once logged in, select "Cases" from the top menu, and then click on "Create New Case". Once submitted, you will be provided with possible Knowledge Base solutions. If none apply click on "Submit To Support" to send your request.
Avid ProAxess Line
If your complimentary phone support period has ended, or you want faster access to tech support, the following service is available:
Feature Requests
Technical Support — International
Select the country where your Avid or Avid-distributed product is registered from the International Contact and Support information list below.
M-Audio Products
- Avid handles support for Pro Tools M-Powered software only.
- Support for all other M-Audio software products and all M-Audio hardware is handled by M-Audio, using the contact information at the M-Audio Contact page.
- For information on M-Audio products, please see www.m-audio.com
Sibelius Products
DigiDelivery
Effective September 21, 2007, Avid no longer provides Technical Support & Service for the DigiDelivery product line. Press Release: Aspera Inc. To Acquire DigiDelivery Product Line. Aspera will assume all ongoing DigiDelivery development, manufacturing, sales, and support. Please use the following contact information for all DigiDelivery product line support:
Focusrite Hardware
Effective January 1, 2005, Avid no longer provides Technical Support & Service on Focusrite hardware in the US & Canada.
- Service in the US and Canada will be provided through the new Focusrite distributor: American Music & Sound, 5304 Derry Avenue Suite C, Agoura Hills, CA, 91301. For Focusrite service, call 1-866-FOCUSRITE.
- For Technical Support & Service for all Focusrite hardware outside of the US & Canada, please contact Focusrite Support using the contact information at www.focusrite.com
- Avid continues to service the Avid/Focusrite co-branded products Control|24, MBox, and Command|8. For Technical Support worldwide for these products, please contact Technical Support at your local Avid Office.
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| Customer Service Administration |
Avid CSA handles inquiries concerning registration, change of address, software upgrade information for registered users, and other post-sales customer service requests unrelated to technical support.
- CSA Phone: 650.731.6198
- Monday thru Thursday: 8:00am - 12:00pm | 1:00pm - 5:00pm PST
- Friday: 8:00am - 12:00pm | 1:00pm - 4:00pm PST
To submit documents to CSA, you can send your scanned copy by creating a new case in our online support center and then attaching your document:
LIVE CHAT is now available for CSA inquiries!
You can now chat during our regular business hours by logging into our support center. Just click on the "Online Support" link below. Once logged in, select “Click here to initiate a chat” next to Avid. Enter your system information and select Customer Service Administration for question topic level 1. If a chat agent is available, you will have the choice of chatting with a live agent or submitting a written request. If no agent is available, you can submit your request in writing.
Registration
Feature Requests
M-Audio Products
- Avid handles support for Pro Tools M-Powered software only.
- Support for all other M-Audio software products and all M-Audio hardware is handled by M-Audio, using the contact information at the M-Audio Contact page.
- For information on M-Audio products, please see www.m-audio.com
Sibelius Products
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| Product Information |
Pre-purchase product information for Avid and Avid-distributed products.
M-Audio Products
Sibelius Products
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| Product Repairs/Authorized Repair Centers |
Inquiries regarding repairs must be handled by contacting your nearest Technical Support Office in order to determine if an actual hardware repair is required, and to issue a Return Authorization. Repairs are handled by Avid factory repair facilities (in California, Ireland, and Japan) or local Authorized Repair Centers. A valid Return Authorization is required. For more information on repair procedures and authorized repair center locations, please see the following:
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| Technical Publications Department (User Guides) |
At Avid, we're always looking for ways to improve our documentation. To provide comments on a specific guide, please complete our online form. Or if you'd like to give us general comments or suggestions regarding our documentation, go to our Documentation Forum.
Please Note: This email address is only for sending general comments or suggestions (feedback) regarding our documentation. Do not use for issues such as technical support, customer service, or other questions that require a reply.
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| Artist Relations |
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| Press Relations |
Requests for high-resolution images and Avid logos, fact checks, or press materials can be sent to press@digidesign.com. For assistance with any other press-related matters, please call 650.731.6540.
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| Development Partner Relations |
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| Website and Web Store contact |
Contact the Avid Web Team for all issues having to do with the Avid.com websites.
For help with web store issues and online contact information, see the Webstore Help Section. To contact the web store by phone in the US: 1.866.492.4880 or 1.636.736.4484
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International Contact and Support information
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