Trying to switch registsred email, failing validation, cant use NA anymore!

Milkman
Milkman Member Posts: 291 Advisor
edited October 2024 in Native Access

I just switched primary email addresses and am updating all my vendors. Im using Protonmail and Im on the latest version of Firefox on windows10. Im able to log out/in NI account pages on Ffox without any trouble. But when I try to validate the new Protonmail address, I get "address could not be validated". NA is now refusing to run or let me log out/back in because it picked up the new Protonmail address.... but it isnt validated.

Anyone have any experience registering on protonmail, or with any website issues on Ffox? Thanks

Edit: Ive tried multiple browsers and also a mobile device. I get the same error on edge, ffox, chrome.

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Answers

  • PoorFellow
    PoorFellow Moderator Posts: 6,015 mod

    The only ones that can help you with account related questions are support : https://support.native-instruments.com/hc/en-us

    Further more then the one of NI forum staff that usually would add any comment on such topic appears to have personal time off !

  • Milkman
    Milkman Member Posts: 291 Advisor

    Ive sent a ticket as well, because this is actually fairly serious and time sensitive. NA thinks Im on my new address and the website wont let me log in without it, but it isnt validated and I cant seem to switch it back now. I asked here in the case that anyone else had any issues switching addresses.

    I spent a few hours switching this over for all my vendors, and NI's account system is the only one that is doing this. Hopefully someone gets back soon.

  • LostInFoundation
    LostInFoundation Member Posts: 5,105 Expert

    It all depends on what you think “soon” is.

    NI “soon” never coincide with users “soon”

  • Milkman
    Milkman Member Posts: 291 Advisor

    Unless NI's "soon" is the same as steinberg's "soon", it shouldnt be too much trouble.

    For me, the entire email validation system isnt working on any browser or for any email that I own. I can't validate at all.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,856 mod

    @Milkman I couldn't find any recent requests of yours, please submit your request through this typeform: https://bit.ly/NIsupport_RA

  • Milkman
    Milkman Member Posts: 291 Advisor
    https://community.native-instruments.com/discussion/comment/98738#Comment_98738

    Please find the attached screenshot of ticket #4069781, being handled by Julia.

    I am outside of my home at the moment, but as soon as I get back Im going to try to validate my new address again.

    julia_NI.PNG


  • Milkman
    Milkman Member Posts: 291 Advisor

    I replied back to Julia via email, but havent heard anything back all day.

    NA and all my NI account info show my new email address, but when I run NA I see this. When I restart, Im back on 3.6.0 and I get the same message over and over.

    This partially updated account is causing problems in my DAWs now. Both Bitwig and Cubase have crashed due to hung NI plugins when I try to run any NI content in them. (NIH and NTK processes crash, then the DAW hangs).

    Im really hoping to get this resolved soon.

    NA_wont_update.PNG


  • Milkman
    Milkman Member Posts: 291 Advisor
    edited October 2023

    This is becoming frustrating.

    I got an email reply from support 18 hours ago, and I replied to it 10 hours ago with the requested details (old and new email addresses). I made this post 3 days ago--about an email address change that is blocking my ability to use my NI library.

    How is changing an email address this difficult? Why are my self-service options not working? I cannot use MY ENTIRE NI LIBRARY right now because of this, and this is getting old. Fortunately I have a lot of other brands in my studio as well, to keep me busy. None of my other vendors choked on an email address change.

    Please advise - is there anyone available, through any means, to validate/reset/fix/do something about fixing my registered email address?

    @Jeremy_NI any update on this?

  • PoorFellow
    PoorFellow Moderator Posts: 6,015 mod
    https://community.native-instruments.com/discussion/comment/98838#Comment_98838

    The "When I restart, Im back on 3.6.0 and I get the same message over and over" is known bug that apparently ought to have been fixed , though not sure ! , however remedy is to download the newest version 3.6.2 yourself and install it on top of 3.6.0/1

    https://www.native-instruments.com/en/support/downloads/

  • Milkman
    Milkman Member Posts: 291 Advisor
    edited October 2023
    https://community.native-instruments.com/discussion/comment/98853#Comment_98853

    Ill try that and see if it resolves. Thank you.

    Edit: this resolved the update issue. Thank you! Looks like the Steinberg "community self service" philosophy is here to stay. Im sure everyone has COVID again anyway, which is probably reducing available support staff. That's what most vendors say when their customer service lags- Its COVID! Or the Ukraine proxy war! Or <insert news story here>!

    I was being very careful with this installation because NA tends to be very delicate and in the past I've had to reinstall my entire library at least once due to installer/uninstaller corruption.

  • PoorFellow
    PoorFellow Moderator Posts: 6,015 mod
    edited October 2023
    https://community.native-instruments.com/discussion/comment/98916#Comment_98916

    Thank you for your feedback !

    With respect to the "community self service" then I think that N.I. shows openly that they would like people to participate here but there are still N.I. 'customer service' staff attending. If you want to know more about the 'encouragements' for "community self service" here then please see the pages linked below here (I think it fair to say that most regulars here will agree that general 'rules' at least needs 'tweaking' - though maybe that's all people then actually will agree on) :

    Ranks and rewards :  https://community.native-instruments.com/discussion/11800/ranks-and-rewards/p1

    Monthly leaderboard prizes : https://community.native-instruments.com/discussion/11801/monthly-leaderboard-prizes/p1

  • Milkman
    Milkman Member Posts: 291 Advisor
    https://community.native-instruments.com/discussion/comment/98990#Comment_98990

    Thanks. I plan to handle this exactly as I handled steinberg's transition down into garbage support, should it happen here similarly -- I wont post for support here anymore, and will only make + escalate support tickets. Eventually I'll just stop coming at all.

    Various vendors (across all industries) are trying to see if they can cut the costs of support by... just reducing support expectations and "allowing" users to help other users on forums. I dont play these games, and have no trouble abandoning brands that push me too far. Fortunately I have enough equipment to not need glorified sample packs inside pretend "instruments", and can move beyond any vendor whose new private equity parasites decide to see truly how much the market can bear.

    Thanks again! I should have just reinstalled NA in the first place, but was being cautious.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,856 mod

    @Milkman It has nothing to do with cutting down support, self service support or Covid, it's just our offices are closed on the weekends.

  • Milkman
    Milkman Member Posts: 291 Advisor
    edited October 2023
    https://community.native-instruments.com/discussion/comment/99113#Comment_99113

    This literally began in the middle of the week, and was only an email validation issue.

    Edit: Im tired, it began on a tuesday. Not even mid-week.

    Take care.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,856 mod

    @Milkman You submitted your request on October 4th at 00:11 (Berlin time) and received the first reply on Oct 6th at 09:24 (Berlin time) and you replied at 20:00 (Berlin time), which means our offices were closed., that's what I meant.

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