Question about serial number

brooklynfall

Hey folks! Hopefully someone can help out…yesterday I purchased an Izotope product, but did it via Klarna so it processed through NI’s site. Unfortunately the email I provided was an alias I had forgotten that I had deactivated. This meant I didn’t receive any of the activation or invoice emails. Because it’s Izotope, the product’s serials don’t show up in NI Access or on the NI website, and Izotope is waiting for a serial number so they can’t help either.

I’ve been trying for 24 hours to reach someone at NI Support to just have them re-send those emails, and no one has gotten back to me yet. Does anyone have any further ideas? I’ve opened multiple support tickets but apparently no one is available. I’ve even tried Reddit and the old Zendesk email, but zero luck. Hoping for someone from NI to catch this note and help out! Thanks!

PoorFellow

https://community.native-instruments.com/discussion/comment/219512#Comment_219512

All I have currently is a order reference number, hopefully that will help with Jeremy_NI

Yes , that should do it and also give him both the bad email address used and the good that works , and ticket number. Send it all in a PM to Jeremy_NI (use the link to go to his profile page and then click the 'Message' button)

brooklynfall

Cool, and now the links to the support ticket conversation from the support ticket email lead to a 404 error, so there doesn’t seem to be any record of my request anyway. Also the support section where one can see one’s support requests seems to be out of order as well. I know this was originally my oversight, but this is kind of crazy. No option to request a refund either, on my order page. I’m out hundreds of dollars if I can get help on this. Anyone have any thoughts?

PoorFellow

https://community.native-instruments.com/discussion/comment/219509#Comment_219509

No need for a refund, N.I. will help you. I will ask @Jeremy_NI could you please help brooklynfall get this sorted out ?

Quote ;

I purchased an Izotope product, but did it via Klarna so it processed through NI’s site. Unfortunately the email I provided was an alias I had forgotten that I had deactivated. This meant I didn’t receive any of the activation or invoice emails. Because it’s Izotope, the product’s serials don’t show up in NI Access or on the NI website, and Izotope is waiting for a serial number so they can’t help either.

and

Cool, and now the links to the support ticket conversation from the support ticket email lead to a 404 error, so there doesn’t seem to be any record of my request anyway. Also the support section where one can see one’s support requests seems to be out of order as well.

brooklynfall

Thanks, @PoorFellow! I’m just a bit panicky because I’m on deadline with this mix project and the Izotope product would make things a lot easier. I could download a trial but at this point I don’t want to do anything that would confuse the situation more. All I have currently is a order reference number, hopefully that will help with @Jeremy_NI

PoorFellow

https://community.native-instruments.com/discussion/comment/219512#Comment_219512

All I have currently is a order reference number, hopefully that will help with Jeremy_NI

Yes , that should do it and also give him both the bad email address used and the good that works , and ticket number. Send it all in a PM to Jeremy_NI (use the link to go to his profile page and then click the 'Message' button)

brooklynfall

Great thank you so much! Sent him a PM.

brooklynfall

Grateful to you both @PoorFellow - had a PM back from Jeremy and then a follow up email with all the info from the support department! Thanks again!

PoorFellow

https://community.native-instruments.com/discussion/comment/219655#Comment_219655

Thank you very much for providing feedback and for confirming that the issue were fixed. Jeremy_NI and NI support are the 'heroes' here , I am just chipping in and connecting as best that I can 🙂