License reverting to trial mode - Boris won't help

I am having issues with Continuum in Avid on my iMac. I was using it perfectly fine, and then out of nowhere it started saying “This Boris FX product is in trial mode…” I didn’t even quit the project, it was working and then just stopped. I checked the registration info and it says my serial number is valid. Then when I click activate it says the activation has failed. I tried uninstalling and reinstalling both Avid and BCC. I have actually had this happen multiple times. And in the past, someone at Boris would help me troubleshoot by either sending me an unlock code, or sending me a new license file. I tried using the previous unlock code and license file they sent me, but those didn’t work. So I reached out again and they are now telling me that they cannot do this and that I will need to purchase a new license for them to help me. Has anyone had this issue before and know how to fix it? Why would they help me last time but now they won’t? I purchased this product so don’t understand why I can’t use it at all. And the only way for someone to help me with the issue, is to buy a completely new license.

I am on Mac 10.13.6. Using Media Composer 2018.12.12. My Boris Continuum is version 10.0.6

Thank you!

Hi Christie,

It’s unclear to me why the license would have suddenly errored out like that but we can look into that for you.

You are using Continuum v.10, which was released in 2015 (current version of Continuum is v.16) so you’re well out of your support contract. This means that other users who are on a current support contract are going to receive assistance before you will.

I’ll check in about your license to see if there is anything that can be done to restore that. Please reach out to me directly and we can take it from there as I’ll need some information about your license that you might not want to share in a public forum - you can reach me at peterm(at)borisfx(dot)com.