Need for clarifications about the “My Products” list

I would take the occasion of the new renaming of the “My Products” page to finally have some clarifications about how the system of listing our products is managed by NI.

The first questions are about the “Not Registered” section

First of all, I never understood why some products get added as “Not Registered” while others are automatically registered without having to add the serial anywhere.

Secondly, now that the serials are not showed anymore in the “My Products” page and they can only be seen once entering the “License Transfer” procedure, it’s not possible to see the serials for those “Not Registered” anywhere (the products are not even listed in “License Transfer”).
Which raises the question: how can I register them (in case) or, if I want to sell them, forward the serial number to the buyer?

Another (more worrying) question about how NI lists our products: during the years, I’ve seen many products disappearing from my list (or not being listed).

Usually they are products that I own in multiple copies (because of their inclusion in Komplete bundles), specially Expansions.

Now… I know that I own them anyway because they are included in Komplete… and in facts they are listed in NA and I can install them without any problem… but in any case it is not correct that my ulterior copies get removed from My Products, because I own them and I could have use of them (by installing them on more than 3 computers, by wanting to sell them,…)

These are questions that I already asked before… but never received an official answer.

I kindly ask you now directly to make a statement on how these situations get handled by NI, how can we see the serials of ALL our products and, if you are willing, also to explain why NI decided (bad decision…) to remove the visibility of our serials (it’s not possible that such a decision has been taken just because in rare occasions a couple of naive users post their serials on the internet)

Waiting for a comprehensive answer, I thank you in advance

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Sunborn

"…it’s not possible to see the serials for those “Not Registered” anywhere (the products are not even listed in “License Transfer”). Which raises the question: how can I register them?"

Very good point. I also have this question.

"…why NI decided (bad decision…) to remove the visibility of our serials (it’s not possible that such a decision has been taken just because in rare occasions a couple of naive users post their serials on the internet)"

Agree, this decision makes no sense to me too.

Off-topic

Τip: perhaps posting someone's name as a title is a bit… "unattractive"? :-)

Vocalpoint

"…it’s not possible to see the serials for those “Not Registered” anywhere (the products are not even listed in “License Transfer”). Which raises the question: how can I register them?"

Very good point. I also have this question.”

In my testing (which @LostInFoundation was aware of a few weeks ago) - I had 7-8 items under "Not Registered" until it dawned on me that these items were simply never installed with Native Access.

As soon as I selected one of these outliers - and installed it here via NA - it came off the "Not Registered" pile and over to the "Registered" pile. It also made the trip to the Transfer area and was awarded a serial number when it landed there as well.

I do not think this is a massive mystery.

And as far as removing the serials - I believe @Kaiwan_NI was very specific both here (and on Discord) about why this was changed.

Logically - serials are really only needed in a transfer situation anyway - so what purpose does it serve - having them exposed?

LostInFoundation

As I just said, they can be needed for unregistered items. To sell them for example.

I’m happy that in your testing it worked and that you were willing to install your stuff. But I’m talking about multiple copies items here, which between are already installed in the computer (because of other copies) so they can be installed anymore… I don’t know if it would work the same.

And…. Even if it would work, why should I have to install, register, moving it to registered (just to have the serial visible) to then maybe have to wait 6 months before the product is transferable (because just registered stuff can’t be transferred) in case I want to give it to someone or sell it?

It’s not about a massive mystery, it’s simply about having access to our own serials. Which doesn’t seem such a strange request and all other companies do it (as also NI till now). Your account, your serials. There’s no “exposed” here. Just really few unaware guys (in the order of less than 3-5 in a year) that eventually expose them themselves.

That’s why I used the name in the title: I’m seeking for an official NI answer about how listing of our products in our accounts works, not a discussion about if it’s ok anyway or if someone doesn’t need serials

Jeremy_NI

@LostInFoundation Thanks for posting here, I wanted to address this in an existing thread. I'll do both.

First of all, sorry for the lack of communication so far on the topic. The disappearance of the serials from this space should have been announced and explained when it happened.

We decided to remove the serials to protect our customers privacy, security and products details. There were serious threats. We had to implement this to prevent fraud.

Serials are only needed when registering a product or when selling it. You have access to them in the License transfer section. You can still see your products on the page, only the serial is not shown.

Regarding the "Not Registered" section, there can be several reasons for this. Mostly it means it wasn't installed in Native Access. Some are utilities, like the Hardware Connection, some are free libraries or older free products, also any third-party registration code will never be registered. Most transfers are not possible after 60 days, not 6 months. If you are having any questions to a specific product or transfer you're always welcome to contact our support, they can also bypass the 60 days limit.

I understand the concerns and our lack of communication did not help but all of this was done in the best interest of all of our customers.

LostInFoundation

Thank you for the answer.

I hope that “you’re always welcome to contact our support” means they will be able also to tell a user the serial for unregistered products (as said, not visible otherwise) without having to register it only for this or having to ask to bypass limits.

About “serious threats” and “customers privacy”… as said few cases of naive users posting pictures of their serials isn’t, in my opinion, a good reason to make things more difficult for all other users. I know even NI people agree that this wasn’t a good move.

Thank you again in any case for some explanations. Agreeing or not, is always better to know how things work/ having informations on why something is like it is.

It helps understanding better.

Can I ask for a word also on the issue you didn’t face? Disappearing single products when owned in multiple copies and also part of Komplete bundles

Jeremy_NI

No problem. It's been pretty busy and I really wish we could have communicated better and faster.

I hope that “you’re always welcome to contact our support” means they will be able also to tell a user the serial for unregistered products (as said, not visible otherwise) without having to register it only for this or having to ask to bypass limits.

Yes, that should have been clearer. Support, in these cases either our support will do a manual license transfer or communicate the serial privately so you can forward it to the new owner.

About “serious threats” and “customers privacy”… as said few cases of naive users posting pictures of their serials isn’t, in my opinion, a good reason to make things more difficult for all other users. I know even NI people agree that this wasn’t a good move.

We would not have taken such drastic measures if it was only such cases, there was also some internal miscommunication on the topic, that has been addressed. You can easily understand how sensitive these security issues can be so we can't disclose more that we needed to address it to protect everyone's data and products.

Can I ask for a word also on the issue you didn’t face? Disappearing single products when owned in multiple copies and also part of Komplete bundles

Could you give me an example so I can fowrward this question to someone that has more knowledge than me on such topiucs?

LostInFoundation

I went in my account to check as I used to do the My Products page and Order History page, to see the differences…

But… all of a sudden… it seems I never placed any order with NI

Everything was still there just 4 days ago… but now… empty…

Another security issues move?

PoorFellow

https://community.native-instruments.com/discussion/comment/243584#Comment_243584

Try checking orders again using another browser. My orders are there just fine at the moment.

Anyway then as far as I know then N.I. are merging iZotope and N.I. accounts in October so you could have been hit by that , though please notice that it could be for more other reasons and I can not 'speculate' . But as you already know then only N.I. support can help with account problems.

Vocalpoint

https://community.native-instruments.com/discussion/comment/243592#Comment_243592

I am with @LostInFoundation on this one:

PoorFellow

https://community.native-instruments.com/discussion/comment/243593#Comment_243593

Well , if this is part of something 'rolled out' then maybe we are not all hit at the same time ? (but it still do not nullify the reason for a common sense check to make sure that it's not browser related , IMO it's always a sensible thing to do if things do not work.)

Vocalpoint

https://community.native-instruments.com/discussion/comment/243594#Comment_243594

If it's browser related - that's on NI to sort out. Nothing wrong with my browser over here.

PoorFellow

https://community.native-instruments.com/discussion/comment/243595#Comment_243595

I think that you missed my point. Anyway , nothing that I want to spend my time splitting hairs over. I made a suggestion which in the end were only meant to double check. I did provide alternative explanation suggestions in my first post on the subject so if you do not want to waste your time on any double checking then I already pointed out myself that (then) it's for N.I. Support to sort out.

Vocalpoint

https://community.native-instruments.com/discussion/comment/243596#Comment_243596

No biggie PF. If LIF and I are seeing the same thing at the same time - it is very doubtful it's a browser thing.

This looks more like a back end shuffle of some sort - perhpas tied to orders coming in from iZotope possibly…

On the upside - if the crew IS finally better organizing the account data - I am all for it.

PK The DJ

I just checked my account - and everything's showing correctly.

(Windows 11 + Firefox 143.0.3)

Jeremy_NI

@LostInFoundation @Vocalpoint Please get in touch with my colleagues from support so they can look into it. I don't have access to orders and the subsequent data. There have been some changes with NI & Izotope accounts and products lately (finally) so it could be related.

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