In the unlikely event that you've lost or damaged your iLok Dongle or your computer has crashed or has become inoperable, one of your activations might be temporarily lost. Follow the steps outlined below depending on your scenario to recover your license(s). 

Lost, Stolen, or Damaged iLok USB Dongle

If your iLok USB has been lost, stolen, or physically damaged, you’ll need to report this to PACE by submitting an RMA (Return Merchandise Authorization). The RMA process must be completed before any license recovery or replacement can occur.

1. To begin the RMA process, Submit an RMA .

2. Log in with your iLok account and follow the instructions provided.

3. Your RMA will then be reviewed and processed by PACE/iLok.

In most cases, PACE will be able to recover the licenses and issue permanent replacement licenses to your iLok account when they review and process the RMA. However, they may instruct you to contact the software publisher to reissue the license instead. In this case, please contact us with your PACE/iLok RMA Number and iLok Username, and we’ll assist further.

For more information, visit the official PACE/iLok Broken, Lost, or Stolen FAQs .

Lost or Damaged Computer

Machine Reset Request

If your license was activated to your computer’s hard drive and that machine is no longer accessible or operational, you can initiate an automatic Machine Reset directly in iLok License Manager and recover your MixWave license automatically. Note that PACE allows up to two automatic resets per iLok account every 12 months.

1. Open the iLok License Manager  application.

2. Right-click on the machine that is no longer accessible.

3. Select "Report as Unusable".

4. Submit the request

If you’re eligible for an automatic reset, your license will be immediately recovered. If you've already used both automatic resets, our support team will automatically be notified and will manually review your request within 24-48 hours.

Reset Cloud Session

If your license was activated to iLok Cloud on a computer that is now inoperable, you will need to reset your iLok Cloud Session.

1. Open the iLok License Manager  application.

2. Go to File > Close All Cloud Sessions.

3. Then, start a new cloud session by going to File > Open Your Cloud Session.

You'll now be able to reactivate your license to iLok Cloud on your new computer.