Vienna Protection Plan

With our transition to using the iLok License Management system, the ViennaKey and other USB eLicensers are not used anymore to authorize our products. However, you can continue to use your eLicenser protected products as long as the eLicenser Control Center and the latest available eLicenser compatible VSL Software and libraries are running on your operating system. You’ll find more informatin on all things iLok here.

If you’d like to protect your licenses on your iLok keys, please refer to iLok’s Theft and Loss Coverage (only available on iLok Gen 2&3 keys), in combination with Zero Downtime. Both of these are offered through PACE.

If you have one, your Vienna Protection Plan will continue to be active for the rest of its term. You can continue to submit your ViennaKey problems here.

Problems with your ViennaKey? Report it here:

Please log in to report a ViennaKey.

My Vienna Protection Plans

Please log in to view your protection plans.

What if my ViennaKey breaks, or if I lose my key?

  1. Your licenses are safe. Report your lost, stolen or broken ViennaKey here.
  2. You’ll receive a 50 hours Vienna Emergency License RIGHT AWAY. The 50 hours refer to working hours, e.g., if you work 5 hours on one day, you have 45 hours left.
  3. You need a ViennaKey to store the Emergency License on.
  4. An operator will look into your case. You’ll receive permanent replacement licenses for the VSL licenses stored on the damaged/lost/stolen key as soon as possible.
    Free of charge!
  5. Your lost/broken/stolen ViennaKey will be disabled and cannot be used anymore. Your Vienna Protection Plan is now used up.
  6. We recommend converting your licenses to iLok as soon as possible.

What happens if my ViennaKey is broken, lost, or stolen?

  WITH Vienna Protection Plan WITHOUT Vienna Protection Plan
Report Report your lost, stolen or broken ViennaKey which held a Vienna Protection Plan license. Report your lost, stolen or broken ViennaKey.
Immediately Receive a 50 hours Vienna Emergency License right away that you activate on a spare ViennaKey. -
Support will contact you Continue your work, our support team will look into your case. Our support team will look into your case and will get back to you.
Broken Key You'll receive permanent replacement licenses as soon as possible, free of charge. You have to send in the key. Each replacement license will be available for € 20 (min. € 30).
Broken Key w/ warranty You'll receive permanent replacement licenses as soon as possible, free of charge. After we have examined your damaged key you'll get a replacement key, free of charge. Hardware warranty is 2 years, from date of purchase. After we have examined your damaged key you'll get a replacement key and replacement licenses, free of charge. Hardware warranty is 2 years, from date of purchase.
Lost / Stolen Key You'll receive permanent replacement licenses as soon as possible, free of charge. To meet you in the middle, you can purchase replacement licenses with a 50% discount on the list price.