iLok customer service can help with iLok USB problems, iLok License Manager, account access, license transfers, iLok Cloud and broken, lost or stolen iLok devices. iLok is operated by PACE Anti-Piracy, Inc., which provides software-license management technology used by professional audio and other software publishers.
How to Contact iLok Customer Service
- iLok Help Center: iLok Help
- Contact Support: Submit an iLok Support Ticket
- Support hours: Monday-Friday, 9:00 AM-5:00 PM Pacific Time
- General customer-service phone: iLok does not currently publish one
- iLok License Manager: Available from iLok.com
- Service status: PACE/iLok Status
- PACE Anti-Piracy: PACEAP.com
PACE’s current public information describes the company as based in Silicon Valley, California. The older San Juan Capistrano address previously shown on this page should not be used as an iLok return or customer-service address.
Best iLok Support Route by Issue
- Cannot sign in: Use iLok account recovery or select Log-in Problem on the support page.
- Broken iLok USB: Start an iLok RMA for License Recovery and Replacement.
- Lost or stolen iLok: File a Lost/Stolen iLok RMA immediately.
- iLok License Manager problem: Review the Help Center and submit a support ticket if troubleshooting does not resolve it.
- License will not activate: Check the allowed activation locations in iLok License Manager.
- Software itself will not work: Contact the software publisher when the issue is not specifically with iLok or License Manager.
- Old computer is inaccessible: Use Report as Unusable in iLok License Manager to request an activation reset from the publisher.
- License transfer: Use iLok License Manager and verify that the publisher allows transfers.
What to Have Before Contacting iLok
- iLok User ID
- Email address associated with the account
- iLok USB generation and name
- Serial number when relevant
- Software product and publisher
- Exact error message
- Operating system
- Current iLok License Manager version
- RMA number for an existing broken/lost/stolen claim
- Previous support-ticket information
Never publish your account password, security-question answer, complete serial number or software activation code in a public review.
What iLok Support Can and Cannot Fix
PACE/iLok provides support for problems involving:
- iLok USB devices
- iLok accounts
- iLok.com
- iLok License Manager
- iLok Cloud
- License transfers handled through iLok
- Broken, lost or stolen iLok RMAs
However, PACE does not own the software licenses issued by third-party publishers.
If the problem involves:
- A software bug
- A missing license deposit
- An activation entitlement
- A publisher refusing a reset
- A license that the publisher does not allow to be transferred
you may need to contact the software publisher directly.
iLok License Manager
iLok License Manager is the primary application for managing iLok licenses.
The iLok.com website can display account information and handle purchases, but license activation and deactivation are managed through iLok License Manager.
Depending on what the software publisher permits, a license may be activated to:
- An iLok USB
- A host computer
- An iLok Cloud session
Not every software product supports every activation method.
Current iLok License Manager system requirements include:
- macOS: macOS 10.14 or later
- Windows: 64-bit Windows 10 or later
Legacy installers remain available for some older systems.
What to Do If Your Old Computer Is Broken or Inaccessible
If an iLok-enabled license is activated to a computer you can no longer access, use iLok License Manager to request a host-computer activation reset.
Select the inaccessible computer and choose Report as Unusable.
The request is then sent to the software publisher.
PACE specifically states that it does not have authority to approve or deny these computer-reset requests.
If the request remains pending for several business days, contact the publisher that issued the license.
Broken iLok USB RMA
If an iLok USB stops working, licenses cannot simply be dragged from the broken device to another iLok.
Customers need to submit an RMA — Return Merchandise Authorization for License Recovery and Replacement.
The process allows PACE to:
- Record the failed iLok
- Recover eligible licenses from the device
- Deposit replacement licenses into the account
- Send a replacement iLok USB if one is ordered
PACE does not repair the original iLok and send it back.
How Much Does an iLok RMA Cost?
Current iLok guidance says an out-of-warranty RMA costs:
$49.95 plus shipping for a replacement iLok USB, if a replacement device is requested.
If the iLok is determined to be covered by warranty and has not been physically damaged in a way that excludes coverage, the RMA License Recovery and Replacement charge is not collected.
A credit card is required when submitting an RMA because PACE determines warranty status after inspecting the device.
iLok USB Warranty
Current warranty guidance states:
- First-generation iLok: No longer under warranty
- Second-generation iLok: No longer under warranty
- Third-generation iLok: Two-year warranty
Warranty coverage and license recovery are separate issues, so follow the RMA instructions even if you believe the device is still covered.
Where Do You Mail a Broken iLok?
Do not mail a broken iLok to an old PACE corporate address.
Every RMA receives a unique return address containing a special tracking identifier.
PACE sends that address in the RMA Instructions email after the RMA is submitted.
Lost or Stolen iLok
A lost or stolen iLok also requires an RMA.
The permanent-license outcome depends heavily on whether Theft & Loss Coverage was enabled before the device disappeared.
If TLC was enabled, PACE can generally replace eligible licenses through the RMA process.
If TLC was not enabled, PACE says the software publishers must decide whether to provide permanent replacement licenses.
Once an iLok is reported lost or stolen through an RMA, the process is irreversible. If you later find the device, it remains permanently disabled.
iLok Zero Downtime
Zero Downtime, or ZDT, is optional coverage designed to reduce work interruption when an iLok becomes broken, lost or stolen.
Current pricing is:
$30 per iLok USB per year.
When a covered iLok enters the RMA process, eligible licenses receive temporary two-week licenses in the customer’s iLok account.
These temporary licenses can be activated to an allowed replacement location while the RMA is being handled.
Zero Downtime Cooling-Off Period
A new ZDT subscription normally has a 7-day cooling-off period.
If an iLok has already failed or disappeared and the customer purchases ZDT while submitting an RMA, current iLok terms allow immediate use by paying an additional $100 expediency fee.
ZDT coverage is tied to one specific iLok and ends when it is used.
Coverage does not automatically transfer to a replacement iLok.
iLok Theft & Loss Coverage
Theft & Loss Coverage, or TLC, is available as an option for eligible second- and third-generation iLoks covered by ZDT.
TLC must be enabled before the iLok is lost or stolen.
When TLC is active:
- The licenses on the iLok receive expiration dates.
- The iLok must communicate with iLok servers approximately every 90 days.
- The customer uses iLok License Manager to refresh TLC.
If the refresh deadline passes, protected licenses stop authorizing until the iLok is connected and refreshed again.
You cannot add TLC after an iLok has already been lost or stolen.
iLok Cloud Help
iLok Cloud allows compatible software to authorize through an internet connection without requiring a physical iLok USB or host-computer activation.
Every iLok account has access to iLok Cloud, but the software publisher decides whether a particular license supports it.
Important limitations include:
- A continuous internet connection is required while using cloud-authorized software.
- Not every iLok-enabled product supports Cloud.
- Only one iLok Cloud session can normally be active per account at a time.
If iLok Cloud suddenly stops working across multiple products, check the official PACE/iLok service-status page before changing license settings.
How Much Does an iLok License Transfer Cost?
Current iLok transfer fees are:
- One eligible license or locked bundle: $25
- Multiple eligible licenses/bundles in one transaction: Maximum $50
Not every software license can be transferred.
A publisher can:
- Allow transfers automatically
- Require publisher approval
- Prohibit transfers entirely
License transfers are irreversible, so carefully verify the destination iLok User ID before confirming.
iLok Account Security
Your iLok User ID can be shared with a legitimate software publisher when it needs to deposit a license.
Your password should not be shared with the publisher or another user.
If you receive an unexpected notification that your iLok password was changed, use the official Contact Support page and choose the login-problem option.
Avoid giving account credentials to anyone contacting you through an unsolicited email, forum message or social-media account.
PACE Anti-Piracy and iLok
iLok is operated by PACE Anti-Piracy, Inc.
PACE has developed software-protection and licensing technology since 1985 and currently describes itself as a privately held company based in Silicon Valley, California.
PACE’s current site directs end users seeking iLok help to the dedicated iLok support system rather than its developer/sales contact form.
PACE’s privacy policy publishes:
PACE Anti-Piracy, Inc.
P.O. Box 8298
San Jose, CA 95155
for specified privacy correspondence.
This should not be treated as an iLok hardware-return address.
How to Escalate an iLok Support Problem
- Search the iLok Help Center for the exact error or issue.
- Identify whether the problem belongs to iLok or to the software publisher.
- Submit the matching iLok support ticket when the problem concerns iLok itself.
- Keep the support-ticket information and reply within the same case.
- For an RMA, use the RMA number and reply to the RMA confirmation email.
- For a publisher-controlled activation reset or replacement license, contact that publisher directly.
- Do not create irreversible transfers, lost/stolen reports or computer-reset requests until you have verified the correct account and device.
iLok Reviews and Complaints
CustomerServiceNumbers.com currently displays an iLok rating of 0 out of 5 stars based on 0 reviews.
There are currently no customer reviews on this page, so there is not enough CustomerServiceNumbers.com feedback to identify reliable positive or negative trends involving iLok reliability, license recovery, account access, compatibility, RMA service or customer support.
What to Include in an iLok Review
Helpful reviews can describe:
- iLok USB generation
- iLok License Manager issue
- Account or login problem
- Broken, lost or stolen iLok experience
- RMA experience
- Zero Downtime or TLC experience
- License-transfer issue
- Support-ticket response
- Whether the problem was resolved
Privacy Warning for iLok Reviews
Do not publish:
- Your iLok password
- Security-question answers
- Complete iLok serial numbers
- Software activation codes
- Private license information
- Email addresses
- Payment information
Provide account-specific details privately through official iLok support.
Related Software and Audio Customer Service Pages
Why Trust CustomerServiceNumbers.com?
CustomerServiceNumbers.com has helped consumers find customer-service information and share service experiences since 2004. We independently organize official support routes and public customer feedback so readers can determine whether an account, license or technical problem should be handled by iLok, PACE or the software publisher.
Share Your iLok Customer Service Experience
Have you contacted iLok about License Manager, an account problem, a broken or lost iLok USB, an RMA, Zero Downtime, Theft & Loss Coverage or a license transfer? Leave a rating and review below explaining which support route you used and whether the issue was resolved.
Comments are moderated. Do not include passwords, activation codes, complete serial numbers, email addresses, payment details or other sensitive account information.
Customer Service Information Disclaimer
CustomerServiceNumbers.com is an independent consumer-information website and is not affiliated with iLok, PACE Anti-Piracy, Inc., Adobe, CyberLink, KRK or any iLok software publisher. iLok and PACE do not provide customer support through this website.
Support hours, RMA fees, warranty terms, Zero Downtime pricing, license-transfer fees, activation rules and publisher policies can change. Verify current information through iLok and the software publisher responsible for the license before transferring licenses, filing an irreversible lost/stolen report or mailing an iLok device.