Avid Customer Care Phone Number: How to Reach the Right Team Fast

If you’re looking for the Avid customer care phone number, the most important thing to know is that Avid does not publish a single, public, one-size-fits-all support line. Phone access is tied to your product, support entitlement, region, and severity. The correct phone number is revealed inside your Avid Master Account once you create a support case or if you hold an active support plan that includes phone access. This protects your case history, ensures you reach the right queue (Audio, Video, Storage/IT), and speeds up resolution.

For most customers, the fastest path is: sign in at my.avid.com, open a case under the appropriate product, and use the “Phone Support” details that appear on the confirmation page and in the confirmation email. Those details include your case number and the regional phone number you should call. If your plan includes 24×7 coverage, the round-the-clock hotline will also be listed there.

How to Get Your Avid Phone Support Number (Step-by-Step)

1) Go to https://my.avid.com and sign in with the same Avid Master Account used to register your licenses. 2) Open “My Support Center.” 3) Click “Create a Case.” 4) Choose your product family (for example: Pro Tools, Sibelius, Media Composer, Avid NEXIS, MediaCentral), select the issue category and severity, and attach relevant logs. 5) Submit the case. On the resulting confirmation page, you will see your case number and, if your entitlement includes phone support, the phone number and regional hours to use.

A copy of the same information is emailed to the account holder within a few minutes. If you are covered by a Standard/ExpertPlus/Elite plan (or an Avid Support Code, “ASC” incident), the phone number and any PIN or case ID you must reference will be clearly shown in that email. Keep that message handy; Avid Customer Care will ask for the case ID at the start of the call to route you to the correct specialist team.

What to Have Ready Before You Call

Having complete information at hand significantly reduces time-to-resolution. Avid uses product-specific queues and entitlement checks, so the first minutes of any call focus on confirming your System ID and reproducing the issue. Bringing precise version numbers and logs helps engineers match your setup to known issues and fixes more quickly.

Collect the following details ahead of time. If you’re opening a case online first (recommended), attach screenshots and logs to the case so the engineer has them before you call.

• Your System ID or Support Plan ID (from your Avid account or invoice), and your Avid Master Account email address.
• Product and version (for example: Pro Tools Studio 2024.12 on Windows 11 23H2; Media Composer 2023.12.1 on macOS 14.5).
• License info: iLok ID and license type (subscription, perpetual + support, trial), plus any recent activations or transfers.
• Hardware details: interface/console model and firmware (e.g., MTRX Studio, Pro Tools | Carbon, Artist Mix), storage/NEXIS model and software version, video hardware (AJA/Blackmagic), GPU/driver versions.
• Repro steps and timing (when the issue began, steps to trigger it, last known good version), plus any crash logs, Avid Log Files, NEXIS logs, DXDiag/System Information, and relevant system optimizations performed.

Support Plans, ASCs, and Eligibility

Avid offers several support entitlements. Most current product subscriptions include Standard support with web case creation and, for many products, phone access during regional business hours. Higher tiers—often labeled ExpertPlus or Elite—add faster response targets and, for qualifying products and facilities, 24×7 phone coverage for Severity 1 (system-down) incidents.

If you don’t have an active plan with phone access, you can generally purchase an Avid Support Code (ASC)—a one-time, per-incident support token—via your Avid account or the Avid Store. After redeeming an ASC by opening a case, the confirmation will show the phone number and the case/ASC reference you need to provide when you call. Pricing and availability vary by product and region; check the Avid Store (shop.avid.com) or your reseller for the exact SKU that matches your product (Audio, Video, Storage).

Enterprise and broadcast customers (for example, MediaCentral, Avid NEXIS at scale, newsroom integrations) typically have named-account support with plan-specific hotlines that operate 24×7 for critical issues. Those phone numbers are provided in your welcome materials and remain accessible inside the Avid Support Center under your company account. Keep that document and your case IDs available for shift handoffs.

Hours, Regions, and Languages

Phone support hours are regional. Standard coverage generally follows local business hours Monday–Friday, excluding regional holidays. When you create a case, the confirmation page lists the applicable hours for your entitlement and the correct regional number to dial. If your plan includes 24×7 coverage for Severity 1 incidents, a separate around-the-clock hotline number is provided.

Avid supports multiple languages based on region and product line. English is supported globally, with additional coverage commonly available in French, German, Spanish, and Japanese. If you require a specific language, include that request in your case description; scheduling a callback in the right language often yields a faster, clearer resolution.

Alternatives When You Can’t Find the Phone Number

If your account does not show a phone number, you can still get help quickly online. Create a web case via My Support Center in your Avid account and mark an appropriate severity. For urgent outages, include “System Down” in the title and provide complete repro steps and logs. An engineer will reply by email and, when needed, schedule a call or provide a callback number tied to your case.

Many issues can be solved via the Knowledge Base and community while you’re waiting. The Avid Pro Audio Community (DUC) and Avid’s searchable knowledge base often contain version-specific fixes, compatibility notes, and optimization guides. Use only official sites to avoid outdated or incorrect phone numbers posted by third parties.

• Avid account sign-in: https://my.avid.com
• Avid Learn & Support (all products): https://www.avid.com/learn-and-support
• Avid Knowledge Base: https://avid.secure.force.com/pkb/
• Avid Pro Audio Community (DUC): https://duc.avid.com
• Find an Avid reseller/partner (for local assistance): https://www.avid.com/find-a-reseller

Corporate Address and When to Use It

Avid Technology, Inc. corporate headquarters: 75 Network Drive, Burlington, MA 01803, USA. This address is not a service center and does not provide walk-in technical support. Mailing the headquarters will not accelerate a technical issue; always open a case in your Avid Master Account so your request is tracked, assigned, and escalated properly.

For legal notices, investor relations, or press inquiries, use the contact information provided on the Avid corporate site (www.avid.com/company/contact). For product support—audio, video, or storage—the correct procedure is to create a case. If your entitlement includes phone support, the proper, current phone number and hours will appear in your case confirmation and within My Support Center. Avoid calling third-party numbers published on unofficial sites; they are frequently outdated and can delay resolution.

How do I get an Avid support code?

Your unique ASC will be sent to you by email after purchase. You may also find it at my.avid.com/products. If you don’t see your ASC listed, please check Products Not Yet Downloaded to activate it and obtain your code.

What is avid support?

Avid provides support for issues with purchasing, account issues, and other non-product concerns. To receive Technical product support we require an active support license (included with most product subscriptions) or an Avid Support Code (ASC).

Who bought out Avid?

STG
Avid Technology, Inc. (NASDAQ: AVID), a leading technology provider that powers the media and entertainment industry, today announced the completion of its acquisition by an affiliate of STG in an all-cash transaction valued at approximately $1.4 billion.

How do I speak to someone at Avid?

We’re here for you!

1. 1-833-AVID-CARE.
2. [email protected].