Cannot access support despite having an active subscription

Discussion in 'Licensing and Activation' started by JoeC20, Jan 27, 2026.

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  1. JoeC20

    JoeC20 Bit poster

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    I have an active subscription for Parallels Desktop for Mac Pro Edition, and and inactive subscription for the same. When I start Parallels, I open up the About Parallels box and then click on the Account & License button and I see both subscriptions, the active and inactive. When I login to the website, it only shows me the inactive subscription, and therefor I cannot contact support. Can someone please help me so that I can contact support?
     
    JoeC20, Jan 27, 2026
    #1
  2. DovF

    DovF Bit poster

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    1
    We too have a subscription for Parallels Desktop for Mac Pro Edition and it is not evident that this is accounted for by the End-of-Support Statement from last August: https://kb.parallels.com/122533. Moreover, we show that Chat, Phone, and Email Support are greyed out for us, Harvard Business School. Is such support not included in our plan? See Invoice Reference #500129610 for evidence of our Mac Desktop Pro subscription for the year.

    More importantly, Diego Nunez believes is unable to access his account. I can provide the email and license key that worked for him last May if you contact me privately. There was a gap before his next access this month. He made an update and is now getting this error. What do you advise?
     
    DovF, Jan 28, 2026
    #2
  3. Ashley Chumun

    Ashley Chumun Staff Member

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    243
    Hello @JoeC20
    Thank you for your feedback.
    As checked on our side, the expired subscription is registered to your Parallels Account under the email [email protected] , whereas your active Pro Subscription is registered under a different email [email protected] . Thus, to receive support, you need to sign in via https://my.parallels.com/login with your [email protected] email address which should provide you with the active support options.
    So it appears that you are using your Parallels Account which contains your expired subscription, which is why you are not getting any support options.
    Thanks
     
    Ashley Chumun, Jan 29, 2026
    #3
  4. Ashley Chumun

    Ashley Chumun Staff Member

    Messages:
    243
    Greetings @DovF
    We sent you a private message, please check it and provide us with the requested information.
    Thanks
     
    Ashley Chumun, Jan 29, 2026
    #4

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