How can I regain access to my account after failed merge with Izotope Account?

KochNL-2nd
KochNL-2nd Member Posts: 5 Member
in Native Access

At the moment the Native Instruments website and Native Access are no longer accepting my NI account credentials. This has been going on since the beginning of this month and the lack of customer support is becoming unacceptable. After trying to login on the website it the website simply refreshes and the URL states: "authError=account_not_fully_unified" Native Access is outright refusing my account. This means I do not have access to my software, VST's, updates and newly bought VST's from partners.

On the 18th of Feb I have raised the issue with NI and Izotope "Support" after which it took five days to get a well meant but unhelpful response back. I have replied that it didn't solve the problem with my account, but until today the 27th I have not yet heard back. it has

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  • KochNL-2nd
    KochNL-2nd Member Posts: 5 Member
    Answer ✓

    Very helpful, after getting on track again with the help of Jeremy the problem is solved!

    Many thanks to all

    Jeroen

Answers

  • KochNL-2nd
    KochNL-2nd Member Posts: 5 Member

    Wow, it posted before I was finished and I can't edit the message

    … I have tried filing several tickets, but no luck. I tried searching my old email for the email with the original verification link for merging my accounts into Native ID, no luck (I think I have never recieved the email as I save ALL of it). I have clicked the link in the new verification email, it said that verification was completed and still no luck. I have added support@ to my contact list, no luck. My email address is receiving email from the rest of the world and I do check my spambox regularly.

    Why am I locked out of my account/Native ID and why am I not getting support from NI? What can/should I do (better) to get this problem properly sorted?

    Jeroen Koch

  • PoorFellow
    PoorFellow Moderator Posts: 5,975 mod
    edited February 27
    https://community.native-instruments.com/discussion/42915/how-can-i-regain-access-to-my-account-after-failed-merge-with-izotope-account
    https://community.native-instruments.com/discussion/comment/213615#Comment_213615

    On the 18th of Feb I have raised the issue with NI and Izotope "Support" after which it took five days to get a well meant but unhelpful response back. I have replied that it didn't solve the problem with my account, but until today the 27th I have not yet heard back. it has

    Why am I locked out of my account/Native ID and why am I not getting support from NI? What can/should I do (better) to get this problem properly sorted?

    @Jeremy_NI , your magic touch and your super powers are needed 🙂

    Otherwise the normal answer is this :

    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.

    image.png

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

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,813 mod

    @KochNL-2nd Well, I couldn't find any requests from you in our system, I imagine you used another email address. Do you have any request number I could check? You can also send me the email address you used by direct message so I can check what's up.

  • KochNL-2nd
    KochNL-2nd Member Posts: 5 Member
    https://community.native-instruments.com/discussion/comment/213617#Comment_213617

    Thanks for tagging Jeremy and your. very swift reply! I have tried the password form multiple times alreay as you can imaging :-)

  • KochNL-2nd
    KochNL-2nd Member Posts: 5 Member

    I've sent you a direct message, thanks for helping out! Much appreciated!

  • KochNL-2nd
    KochNL-2nd Member Posts: 5 Member
    Answer ✓

    Very helpful, after getting on track again with the help of Jeremy the problem is solved!

    Many thanks to all

    Jeroen

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