Source-Connect 4 FAQ

1. If I’m a subscriber to Source-Connect will I need to pay anything additional to use Source-Connect 4?

No. Subscribers continue the same monthly or yearly payment, and you’ll keep your Source-Connect 3 license as well as get your Source-Connect 4 license. 

2. What happens if I cancel my subscription plan? 

You will no longer be able to use Source-Connect until you start a new subscription. 

3. How do I manage my subscription?

For more information on how to manage your subscription (pausing, canceling or otherwise), please visit this article.

4. What if I need to sign back up to my plan after cancelling my subscription? 

Easy! You will find your options for starting a new subscription plan here. Contact support if your most recent previous monthly subscription plan was held for four continuous months or longer, we may be able to offer certain discounts. 

5. Does Source-Connect 4 connect with Source-Connect 3? 

No, but it’s so easy to download and install Source-Connect 4 — and everyone gets a free 15-day trial. Also, we offer an emergency bridging solution if you and your session partner can’t both get on the same version: see more on the Bridge page (coming soon). 

6. Will I lose my Source-Connect 3 license if I upgrade to Source-Connect 4? 

In order to redeem your legacy plan, your iLok license must be converted to a Network-access capable license. When purchasing or upgrading you will be issued both Source-Connect 3 and 4 licenses so you can choose the best option for your session. Remember: both users need to be on the same version to connect. 

After completing a purchase you will be emailed a license code that will prompt delivery of a new iLok license that will initiate the exchange process. 

Upgrading from a previous Source-Connect license is risk-free. If you're not entirely happy with Source-Connect 4, we'll restore your old license. If at any time you do not want to continue use of Source-Connect 4, contact support and we will restore your original license.

7. If I purchased a Source-Connect 3 license in the past, will I have to pay to upgrade to Source-Connect 4? 

Yes. As a user who purchased before the release of Source-Connect 4, your upgrade purchase gets you the exclusive loyalty Network Access plan that includes both versions. Please go to the Dashboard to find your personal offer. 

8. What is the Network Access plan? What does it include?

Network Access provides access to the following required services to make use of Source-Connect 4:

• Access to the global servers and relay networks that make connecting possible, reliable, secure and easy. 
• Access to the latest version updates of Source-Connect, as soon as they are available. 
• Access to our world-class support team for live support and additional assistance to make sure you are always able to connect to your clients and talent. 

As of the release of Source-Connect 4 there will be constant updates. Access to the latest version may be required to connect to any other user of Source-Connect 4. 

9. Does Source-Connect 4 have a perpetual license? 

We offer a Buy-In license which gives you access at the lowest cost in the long-term compared to any other method. Users who purchased their license before the release of Source-Connect 4 are further offered the legacy rate which will be the absolute lowest price anyone will ever pay for Network Access. 

Network access for Buy-In license holders is charged at a yearly rate. It is important to note that Network Access is required to log in and use any license, including Buy-In or subscription. 

You can also get a 2-day single-use license that does not include any support. See the plan options here. 

10. What happens if I cancel my Buy-In Network Access plan? 

Your Buy-In license remains yours forever: however you will not be able to log in or use Source-Connect 4 if your Network Access expires and is not renewed. You can always renew your access under your legacy rate. In case of any gaps, renewing Network Access may require an additional fee to reinstate. Please contact the Support team if you have any questions. 

11. If I have an older license for Source-Connect, how do I upgrade to Source-Connect 4? 

All past licenses of Source-Connect 3 can be upgraded to Source-Connect 4 at our loyalty legacy rate. Find more information about our loyalty program here. 

12. What happens if I need to install Source-Connect on a new computer while I’m travelling? 

Easy! Since there is no iLok required for the new version, just download it, log in and run it. Your license allows you to install it on up to two computers at a time, which you can manage via your Dashboard. 

13. Do I need an iLok account? 

Source-Connect 4 uses a new account-based license system. Your Account license will be attached to your login username, no iLok required: just launch and log in. You only need a machine or USB based iLok license to use the legacy Source-Connect 3. 

14. Is support included with Source-Connect 4? 

Network access includes support and it is included with every subscription, and with every Buy-In license with active Network Access. Our dedicated support specialists are accessible by phone and appointment - and we respond to emails at lightning speed. 

15. Do both sides of the connection need to have a Source-Connect license? 

Yes, both sides need a license to the same version of Source-Connect. As it is not possible to directly connect from Source-Connect 4 to Source-Connect 3, bridges will be available on the Dashboard for both subscribers and Buy-In license holders with active Network Access. 

16. What happens if I am a Source-Connect 3 certified user? 

Source-Connect 4 is a different version, thus you need to be re-certified. We have legacy options so please contact support. 

17. Do you offer volume discounts? 

Yes, contact sales@source-elements.com for information. 

18. Do you offer short-term licenses? 

Yes. Please go here to find out more. Short term licenses do not include support. Support for short term licenses is sold separately. 

19. Is there an educational discount? 

Yes. Please have your teacher or facility manager contact us at education@source-elements.com for information. Education licenses are offered via the school or facility. 

20. Is there a free trial for Source-Connect 4? 

Yes, we offer a 15-day free trial. Some limitations in service or performance may apply. Please go to the Dashboard to download your trial.