Password issues when using google to sign in

SteveGregory · 2025-02-26T10:59:11+00:00

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I am trying to sign in to Native Access on the Mac to access Komplete. For some reason it's not working anymore. Pressing 'forgot password' just sends you to the main site and doesn't do anything, and doesn't send any email (to spam or otherwise).

I then went to the website to try and change my password. I use the google account to log in automatically rather than username / password (this is not an option on the Native Access app).

When I go to change password in the account area of the website it needs the existing password before it will let me change it. Because my account uses google to log in it won't accept any combination of username / password, as that's not the login method.

I'm now completely stuck. I can log into the website, but can't log in to the app in order for Logic to know that all my products are legitimate. No idea why it just started doing this anyway, as I've been using this fine for years.

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SteveGregory

Ah! May have found it. Although password reset doesn't work from the NI app, it does work if you are logged out from the website. It looks like I might have done it. Thanks for the help :) I think NI should probably put a log in with google on the app itself to save all this…

LostInFoundation

Ok… so… you should be able to use “Don’t remember my password” even from the website (without previously logging in with Google…you should just enter the email, and push that link, leaving the password field empty).

Of course you must be sure the email you enter is the one that you used for your NI account, otherwise the reset password email will not be able to be received on another email account.

Follow this article steps (and also the suggestions about what could be the cause of email not coming in)

https://support.native-instruments.com/hc/en-us/articles/209559609-Native-ID-Password-Issues

LostInFoundation

Ok…it seems you already discovered it ☺️

This forum refresh is so awful… previous messages appear only when they want 😂

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PoorFellow

https://community.native-instruments.com/discussion/42879/password-issues-when-using-google-to-sign-in

Please contact N.I. Account Support

In case that you need guidance contacting support : Please read : how to get support !

Quote : In case of log-in problems : then please notice the "Cannot log-in? Check out our : Account Login & Password Support" beneath the log-in on page.

LostInFoundation

What do you mean with “I use the google account to log in automatically”? That you use automatic fill feature or that you use the Google account?

NI requires its own account, not google’s one

SteveGregory

Screenshot 2025-02-26 at 11.10.32 am.png

Like this….

LostInFoundation

Oh…is that even a possibility? Sorry…never noticed that, I always use NI credentials

So…your problem is that you don’t remember your NI credentials so you can’t use the other method? (The one that should be below that “or” and that we cannot see in your screenshot).

I can only make a supposition about what is happening: if when you registered your account you created it using credentials for NI and not Google’s ones, now that is what it requires. Only if you used Google at the moment of creation it would now recognize it. Is that possible?

SteveGregory

Like this….

SteveGregory

Well I can't log in with NI credentials at doesn't seem to accept my password. I can log in using 'sign in with google'. That takes me into the website, however I can't reset the password from the account section because it requires you to know the original NI password first. Asking for a password reset from the Native Access app doesn't work or send an email. There's literally no way in, and no way to contact anyone to ask them to reset it.

LostInFoundation

What I mean is: if when creating the account with this form

you used “Sign up with Google” instead of creating NI credentials, it would now require to follow that path.

If you created NI credentials, that is what it requires now.

Again: only suppositions here ☺️

SteveGregory

It seems so, and there's no way to reset a password in the case that you've used 'Sign up with google.'…

Any idea if there's anyone from NI who reads this forum who could reset it?

SteveGregory

LostInFoundation

Of course you must be sure the email you enter is the one that you used for your NI account, otherwise the reset password email will not be able to be received on another email account.

Follow this article steps (and also the suggestions about what could be the cause of email not coming in)

https://support.native-instruments.com/hc/en-us/articles/209559609-Native-ID-Password-Issues

LostInFoundation

Ok…it seems you already discovered it ☺️

This forum refresh is so awful… previous messages appear only when they want 😂

PoorFellow

https://community.native-instruments.com/discussion/comment/213378#Comment_213378

Any idea if there's anyone from NI who reads this forum who could reset it?

Yes ! , N.I. Customer Care are in the forum weekdays.

No ! , forum Customer Care can not reset your password.

Please contact N.I. Account Support

In case that you need guidance contacting support : Please read : how to get support !

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