Where is my software?

Ehumiston
Ehumiston Member Posts: 14 Newcomer
in Native Access

Hi - I purchased an upgrade to some of my izotope products, ie Music Production Suite 7, and it's not in my portal, I get no response via support or the phone number on my invoice. Only some of it is in my izotope product portal, and none in Native access, and ideas? Seems like things have gone south since they bought izotope.

Best Answer

  • Ehumiston
    Ehumiston Member Posts: 14 Newcomer
    Answer ✓

    I wanted to come back and thank everyone for your help here. I am all set. Poor communications from NI, and a quick call could have avoided days of emails. I was told by NI to use my credentials to log in to izotope. They didn't work until I reset my password. That small piece of info could have saved all the time and frustration spent here. I don't know what it is, confidence in their product, or skill set, but they should really get a phone. They think they're saving money, but my support case alone would have paid for a month's telephone service. Time = Money. Thank you all very much!

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Answers

  • Uwe303
    Uwe303 Moderator Posts: 4,314 mod

    Hello,

    maybe you can describe a bit more in detail, what products did you own and where installed via product portal and you upgraded them or tried to. Them they will not appear within native access. Only some izotope products can be bought and installed via native access. And if you had some izotope stuff already within native access them what products and so on?

  • Ehumiston
    Ehumiston Member Posts: 14 Newcomer

    Hey thanks for the help. I have a bunch of NA and izotope products. All were installed through their respective portals. I purchased an upgrade from izotope Of music Production suite 7. It was an upgrade offer from any version of Music Production suite. In my izotope product portal i have some of the tools that come with music production suite 7 but not all of them. Today, out of the blue I received a notification in my purchase history that I was given 2 licenses to music production suite 7. If I follow the links through my izotope invoice it takes me to a place where I can manully download and install the products, but they are not in my izotope product portal.

  • Uwe303
    Uwe303 Moderator Posts: 4,314 mod
    edited February 27

    Have you checked online in your izotope account? In the product portal you can also hide products maybe you have set some to be hidden. I'm now not in front of my computer but it's under a tab or in the settings where you can re enable those products. You go to "account overview" then select "my apps and plugins" there you can also add the key for izotope products. And the other products from this bundle you have to register via native access like gr7 and the bx stuff via bx of course.

  • Mert_NI
    Mert_NI Customer Care Posts: 727 mod
    https://community.native-instruments.com/discussion/comment/213532#Comment_213532

    Hello Ehumiston, I checked your iZotope account but it seems like there is no Muisc Production Suite 7 in your account. Do you have an other account?

    I hope this helps☺️

  • Ehumiston
    Ehumiston Member Posts: 14 Newcomer
    edited February 27

    It was purchased under [REMOVED] that Is my izotope login. I see it as a purchase in my account on the web site, but not as an installable product in my isotope product portal. I placed my order on 1.30.25, yesterday the order of 2.26.2025 just showed up in my account.

    My Native instruments login is [REMOVED], however, if I log into NI with [REMOVED], I see the purchase there too.

    Do you ever use a telephone?

  • Ehumiston
    Ehumiston Member Posts: 14 Newcomer

    BTW - I checked the "hide" button and it's not there, thanks or the suggestion though!

  • PoorFellow
    PoorFellow Moderator Posts: 5,969 mod
    edited February 27
    https://community.native-instruments.com/discussion/comment/213631#Comment_213631

    Please do not post personal information such as email addresses and invoices online here , if you have to then send it as a PM to the N.I. employee.

    I have deleted it all from your post and sent it as a PM to @Mert_NI

  • Ehumiston
    Ehumiston Member Posts: 14 Newcomer

    Thank you for your help! Much appreciated!

  • PoorFellow
    PoorFellow Moderator Posts: 5,969 mod

    P.S

    Problem might be that if you have bought some products at the iZotope site then you still can not buy upgrades for those on the N.I. site. You still have to buy the upgrades at the respective sites. At iZotope for what you have in iZo Product Portal and at N.I. for what you have in N.A.

  • Mert_NI
    Mert_NI Customer Care Posts: 727 mod
    https://community.native-instruments.com/discussion/comment/213631#Comment_213631

    Hello Ehumiston,

    I checked your both accounts and it seems like Music Production Suite is in your account that you login to your Izotope login. And there is no Music Production Suite in the other account(NI one). In the screenshot it seems like you have Music Production Suite 6 and 7 in your Izotope account which are two different versions and products, so please have no worries about double products.

    According to the missing product, I assume the reason why you are having this issue is because you login the Product Portal with Native Instruments account ceredientals as well cause there is also an account with that email individually. Would you like that I merge these accounts for you to avoid any mistakes like this?

    So, can you please try to login with the correct credentials to your Izotope account(with Izotope login email address) and let us know if the issue persists.

    I hope this helps☺️

  • Ehumiston
    Ehumiston Member Posts: 14 Newcomer

    I have always used different logins for iZotope and Native. Different email accounts and passwords. These credentials don't work on each other's sites. If I use my izotope credentials for the web site and the product portal tool that I use to install izotope software, I can log into both, I can see my purchase in the izotope web site, but the software does not show up in the product portal tool to install on my computer. I can't log into Native with my izotope credentials, and I can't log into izotope with my Native credentials. They are completely different. If you merge the accounts, what login am I going to use? I'm concerned that Ill lose everything if we do that. Why can't we have a quick conversation on the phone rather than days of emails? Am I talking now with someone at izotope or Native?

  • Ehumiston
    Ehumiston Member Posts: 14 Newcomer

    I log into izotope and I see my invoice, I use the same credential for my product portal and they are not there?

  • Ehumiston
    Ehumiston Member Posts: 14 Newcomer

    I am using the login at izotope that is an email address that starts with ech……………… many may years ago I had an izotope login that started with gmo………….. but that was a just one purchase and I haven't used that account for a long time. I only have one account at izotope that I use so I don't have the choice to try other credentials.

  • Ehumiston
    Ehumiston Member Posts: 14 Newcomer

    I ma logging into the product portal and the web izotope web site with the same credentials. What created the purchase on 2.26.2025 in my izotope account on the web site? That just showed up yesterday.

  • Ehumiston
    Ehumiston Member Posts: 14 Newcomer

    if you have a direct email, I can send you a screen shot that shows the web site an the product portal logged in as the same user.

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