Locked out of my account and not getting any support

x88second

So I am a long time NI user with lots of hardware and software, and an Izotope user. Went onto Izotope recently and was asked to unify with my Native ID - I did and did not get the verification email and now as a result my Native ID is screwed. I can't log into the website, can't run Native Access, can't register my new S88 mk3 and so on and getting no help from NI and no response. It obviously isn't this account as I couldn't even log a support issue without setting up a new account! I am hoping someone from NI sees this as I am very stuck right now. I have done my own analysis and I think my account email is being blocked either at the Okta end or microsoft end as trying directly to login with okta.native-instruments.com I never get an email for verifying or even doing a forgotten password. From what I've read this is most likely at the Okta end, either way - need help desperately!

Trying to log into the website gets me redirected to this URL…

https://www.native-instruments.com/en/?authError=account_not_fully_unified

So annoyed. I wanted to buy more stuff too in the cyber season!

TheRealBart

I confirm that the problem is connected with the registration to Izotope (I believe it was purchased from native Instruments) and concerns, after having unified the two accounts, the verification email that Izotope sends and that if Finish Upgrade is not activated (see image) the NI account and access are blocked. This is what I did: I re-downloaded all the mail from the email account I use for login with a new email software (Thunderbird). I went to check all the emails and found the one from Izotope. After clicking it and following the on-screen instructions, everything was fine! I can log in again with NA 2. Hope this helps... Cheers

Jeremy_NI

If you are faced with this issue please get in touch here: https://support.native-instruments.com/hc/en-us/articles/360000427858-Account-Login-Password-Support-WIZARD

x88second

Obviously anyone from NI if they see this, DM me and I'll reply with my actual account rather than post that email address here!

PK The DJ

Calling @Jeremy_NI

x88second

Crossing fingers…

Jeremy_NI

@x88second Sorry to hear about your issues when trying to contact us. I can see your requests in our system so one of my colleagues should get back to you soon. Thanks a lot for sharing your experience here, I'm escalating that to the customer care team as we speak.

x88second

@Jeremy_NI thanks for the reply. There is still no response from anyone sadly.

Jeremy_NI

Sorry, support is super busy at the moment, but no worries, someone will get back to you.

TheRealBart

I confirm that the problem is connected with the registration to Izotope (I believe it was purchased from native Instruments) and concerns, after having unified the two accounts, the verification email that Izotope sends and that if Finish Upgrade is not activated (see image) the NI account and access are blocked. This is what I did: I re-downloaded all the mail from the email account I use for login with a new email software (Thunderbird). I went to check all the emails and found the one from Izotope. After clicking it and following the on-screen instructions, everything was fine! I can log in again with NA 2. Hope this helps... Cheers

x88second

@TheRealBart - thanks for the input, I did try that but it ended up with my issue being a little different. My initial assessment that any Okta related emails are being blocked at the Okta end was right, and knowing how difficult to resolve that is, I suggested they simply move my Native Id to this email alternate email address which ironically was just an alias for my actual email address!

All sorted now, got the email verification straight away and unified. Strange, but true.

Jeremy_NI

If you are faced with this issue please get in touch here: https://support.native-instruments.com/hc/en-us/articles/360000427858-Account-Login-Password-Support-WIZARD