Serial Number for product locked and support (both live chat and email) are useless.

leshlicko

I am fairly certain the serial number for this one product is locked, because it tells me so when I attempt to activate it (even though it is already registered in my account):

"The serial you tried to register has been locked".

However, when I attempt to register another product I have already registered in my account it succeeds with the message:

"You have successfully registered PRODUCT_NAME. You can now install this product from the library".

I know this is an issue with the license because the instruments from the product are not visible or available for install in Native Access.

Support has been severely unhelpful and shrugged it off with a reply:

"I have checked our database and see that your serial has already been correctly registered.
Please simply quit/ force quit Native Access and reopen it.
Do not try to add the serial again, the product should be listed in Native Access."

Ridiculous, I've already tried restarting my PC and the app, to no avail. When I was chatting with the rep in live chat, she said it was locked and needed escalation so I am not sure what's going on. The fact that NI support is unable to assist me seeing these instruments in Native Access is worrying because that's my problem. And I don't want to hear "be patient". This serial has been activated for over a year. It is just now locked for some reason. uninstalling and/or resetting the app won't do anything.

leshlicko

Update: They removed my key from my account in the hopes that it can be re-activated, and it is still locked and unable to be added to my account and the key is gone as well.

I feel like I'm being slowly scammed out of thousands of dollars of plugins. What's the best recourse if NI support is this useless?