Not seeing an upgrade option for Harmony 14 - Perpetual License and Silver Support

Good Morning,

I am seeing on the forums that others are having issues upgrading to Harmony 14 who have a desktop subscription. I have a perpetual license with a current Silver support contract in place. Why am I not seeing an upgrade option when I login to my account?


I wonder the same thing.
Very confusing release. You promote it on the website, but you give no information for people with active support?

Same with me. Support ticket I sent in said it would be in my downloads yesterday. Still not there. Then, I see others getting help on how to update in the forums. I’m guessing Silver support customers are not a priority.

I emailed again and was informed to deactivate my 12 license and THEN the download for 14 would be in my Downloads section. This is rather confusing. I’m quite displeased at the handling of this whole update.


I was told the same regarding the Silver Support. I was specifically told that buying Silver Support would entitle me to an upgrade for the upcoming Harmony 14 release along with any updates in the given year. I was also told that as long as the Silver support is maintained then I can always get the latest releases. I even made the sales person clarify so I was sure I understood. I have it in writing and fully intend to get my upgrade. I hoping that the delay is due to technical issues on their end and we will hear something soon. However, I am starting to think that the marketing blitz for the new release is clearly geared towards getting new customers because those of us who are long time customers (i.e. have already paid) seem to matter much less.


Good afternoon,

I am very sorry for any inconvenience. I can see that your upgrade code is available in your account.

We take your feedback seriously. Thank you for sharing it.

Can you confirm if you were successfully able to upgrade to Harmony 14.

Please let me know if you require additional assistance.


Same here. Bought the silver support for the upgrade, but so far, nothing in my downloads section…

Marie-Eve, thank you. But, that still doesn’t help the others with this same issue. In my other email to support I asked for a contact at a high level with whom to voice my displeasure about this update. I have yet to receive a response. This is not a mild irritation issue. This needs to be heard by someone that can take action to correct now and in the future.

If I was Disney asking, I’m sure I would get a better response. But, since I’m only 1 animator, my concerns are not taken as seriously.

Good afternoon Matthew,

I am very sorry for the inconvenience. With Silver support you are fully entitled to all upgrades during your 1 year contract.
I can see that your upgrade code is now in your account.

Support team is now contacting you via email to make sure your upgrade process goes smoothly.

Please let me know if there is anything else we can do to assist you.


Hi Jamey,

I see your upgrade code in your account. Do you see it on your side?

Please let me know if you do not see it or if you have questions with the upgrade process.


Good afternoon,

We apologize for the inconvenience. We are currently processing those licenses. It should appear in your account shortly.

Thank you very much for your patience.

Support is also answering your ticket.

Please let me know if I can do anything else to assist you.


Hi Marie-Eve,

I do see the relevant upgrade information in my account now. Perhaps a global “sticky” post to the forums or some level of communication to users would have been in order if you were having issues with the software roll out.

Anyways, I appreciate your time.


Hi Matthew,

I am writing the sticky post as we speak.

Please let me know if I can assit you further and thank you for your feedback.


I’m also on Silver support and can’t find any upgrade code in my account. I was told Monday 11 that I would get an email with the upgrade details but so far nothing.
I’m waiting…

Hi cgason,

Our Licensing department has contacted you to help you out with your upgrade process.

Please let me know if there is anything else I can assist you with.


another multi-renewal support contract customer here, with no information received about the upgrade. after seeing that others have already installed and started using harmony 14, i contacted andria today directly about this but was informed that it may still take days to process the request.

i’ve sent personal emails to several toonboom agents during past upgrade cycles, complaining about my irritation regarding this upgrade process, especially pertaining to (repeat!) contract holders. why do i have to reach out after each upgrade, days after a release with no emails or changes to my tb account, to request my downloads and license? i feel like if i didn’t take the initiative to contact toonboom, i would be completely forgotten and would never receive the upgrade information – and this is every upgrade cycle! this should be an automated process; i’m definitely tagged in your system as a license holder and a maintenance contract holder. the actual licensing wizard application itself always works great (like magic! :slight_smile: ), so why can’t the upgrade cycle itself be so nice and clean?

Hi Muchachotron,

Thank you very much for your feedback. We take it seriously.

If you refresh your account, you will now see your upgrade code.

Please let me know if I can do anything else to assist you.

Thank you again for your feedback,


Hi Ernest,

I am the Director of Customer Success at Toon Boom.
I have been reviewing your posts and feedback, our Product Manager is also reviewing your content.

Our Support team is sending you my contact.

Thank you very much for sharing your feedback. We do take it seriously.


Good afternoon Creanimo,

You should now see your upgrade code in your account.

Please let me know if you require additional assistance.


bam, there it is. thank you marie-eve and team.

Wonderful! :slight_smile:

You are welcome.

Please let me know if you need additional help with the upgrade process.