iZotope support cases go nowhere after using chat AI to open a case

I have licensing help and error support issues with "Repair" or "DEMO" showing in Native Access for (some) iZotope titles I have purchased but none cannot be repaired nor can have DEMO changed. I have no iZotope Portal issues mode for purchased items. In that portal they show as Authorized to computer or Authorized iLok, usually with a Serial number but some titles have no SN in my iZotope account history/download web page.

My email address is the same for Native Instruments and for iZotope since early 2020's.

I've had a password glitch ever since iZotope was brought into Native Instruments. After a year of inability to use iZotope products (support kept failing) and they gave me a password they generated in order to get the iZotope Portal to work - as the Native Instruments password would not work. I have to always used this support created password for the iZotope portal - else it ALWAYS fails. I use the Native Access password for all of my support with Native Access software titles & hardware like Maschine, S88, Audio 6 etc. So, we have worked this to death and that is their solution. If I try to combine iZotope with Native Access, it will fail iZotope purchased titles. So, I use the iZotope portal for issues and weed my way past AI to get it to open a case number. I never hear back.

Now lately in addition to these 2-year-old issues I now see titles being reflected (iZotope) in Native Access. They have very similar tiles and I can see they mostly are the same and some overlap but either show good, DEMO or DEMO REPAIR. REPAIR will not function. DEMO is not true, since they are purchased titles and most are in iZotope portal. However, a past subscription has many larger titles and these were uninstalled a year ago - yet are showing in Native Access and error sometimes in Studio One or other VST searching applications.

I open a case in iZotope and never hear back. I have to get past the AI but it assigns a number and that is a dead end. If I open a case with Native I rarely get much back. Maybe its AI as well.

I have spent thousands in my studio with these two entities. I would spend thousands more, but I am frozen until I can get these issues fixed by Native (I assume).

Where exactly do I go to open a case to get all of my studio installations with Native Access and iZotope Portal to work together?

Email is almost a waste of time - but I keep hoping someone has the experience at Native to help slay this beast.

I don't even see an iZotope tag for this discussion below..

PLEASE HELP

Michael😪

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Comments

PoorFellow

I get your frustration but please do not open more cases continuously. There is no phone support and you can not initiate support by writing an email address. For initiating support then you need to use the support web interface , and if you have already done that then N.I. should get back to you.

You did the right thing though by reporting the issue here. What has happened I can not say. Sometimes there are a glitch in the support system, but more frequent then N.I. emails are shot down by some filter or rejected in-between N.I. and you.

Alas then the resident N.I. forum Customer Care expert has been absent yesterday and also today so far so I can not say when he is back but I can try to ping someone else , otherwise I will attempt to monitor this thread to make sure that you get this fixed as soon as possible.

@Mert_NI , I noticed that you are around , Jeremy_NI appear to be absent so could you please look into this Customer Care issue ?

Mert_NI

Hello Michael Leary, sorry for the issue.

Some of the Izotope products can be accessed in Native Access, while most of them can be installed and accessed using Product Portal. How the things look in Product Portal side?

Also, I saw that you have already created a support ticket so I also responded to that ticket asking for a screenshot so I can understand the issue easier and help you to solve that as soon as possible. Please reply to that email and I can help you further about that issue.

I hope this helps☺️

Michael Leary

@Mert_NI ,

No help, 5 days in now. Numerous issues with iZotope titles. Some (old subscription expired) were uninstalled last year and recently started appearing in my Native Access with problems. Some showed up and cannot be REPAIR or removed, showing Demo and/or Error and nothing to run. No entries in Control Panel to run there. Other paid and active titles that are up to date in iZotope Portal Application only work there. In Native Access they either state demo or ERROR or Repair fails to run. I could not even get this response in the email. I just found it by seeing my logon had a notice icon in red near my Avatar on this community logon. I have a large investment in Native and it seems to be stalling. I need to correct titles not look at them in disarray.

Michael Leary

4602728 07-28-2025, and again I did not get notice as stated so the one today is 4606006 second attempt 08-02-2025 PST

Jeremy_NI

Hey @Michael Leary I see your 2 request in our system, my colleague Mert replied to both of them, it would seem that for some reason you don't receive our replies. I'm also wondering if this could be the source of your issues in the first place. Could you please send me an alternative email address by direct message so we can go forward? Sorry for that.

David 2114

I See I Am Not The Only One Getting SCREWED By This Buyout What A Mistake To Move Forward With Out A Clue How To Do So !! Sadly Franky Is Getting Hammered By My Total ****** Attitude For Being Charged For A Subscription I Can't Use But NI Gets Paid For NOTHING!! And I Get Told There Is A Problem With My Subscription

PoorFellow

https://community.native-instruments.com/discussion/comment/236864#Comment_236864

Please contact N.I. Support (all)

In case that you need guidance contacting support : How to contact NI Support and How to get in touch with our Customer Care

Jeremy_NI

https://community.native-instruments.com/discussion/comment/236864#Comment_236864

You are already in contact with my colleagues regarding this issue. I would recommend to stop using this kind of language here or with my colleagues in private conversations. Frustration is understandable but please be respectful.

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