I'm missing a license or need a plugin installed (Resolve Studio, Dolby Vision, or a plugin). What do I do?

1. Confirm which workstation and user profile you're signed in to, licenses are typically tied to a specific workstation and user profile, so a license activated under one profile may not appear under another.
2. Restart DaVinci Resolve after a license is applied so it can be picked up.
3. For plugins, confirm the plugin is installed before trying to activate it; many plugins are activated by entering your license key and email in the plugin's own License Manager.
4. For third-party plugins not provided by Amazon MGM Studios, a license must be supplied and we will assist with licensing. If the license requires online activation, please provide the vendor's reference domain names so they can be added to the allow list to facilitate licensing.
5. If a license is missing, bound to the wrong profile, or you need a plugin or Resolve version installed, contact post-support@amazonstudios.com with the details so they can install or relicense it for you.

When to contact support

If the self-service steps above don't resolve your issue, reach out to the team that handles your type of request:

ProdTech: post-support@amazonstudios.com

ProdTech manages Studio in the Cloud, including initial user onboarding, new account creation, and provisioning access to storage, workspaces, cloud workstations, applications, and tools, plus the setup, performance, and technical issues covered in this guide.

TechOps (TOPS): support@amazonstudios.com

TechOps manages your Originals Access account, and will assist you with issues around Okta sign-in/SSO problems, password resets, MFA/2FA resets (including a new phone), and account lockouts.

TechOps also handles requests for access to specific applications (such as Box, Flow Capture, or Aspera on Cloud).

When contacting us, help us resolve your issue quickly by always including:

• Your full name and account email (@originalsaccess.com).
• A clear description of the problem and the exact error message you see (a screenshot helps).
• Your show code and show name
• The show/workspace, workstation, or application involved.
• When the problem started and what you've already tried.

Please open a new request for each separate issue rather than replying to an older, resolved one, so it reaches the right team.