All my iZotope products are missing from website account

Hello all. After the merge, I can't find my products on izotope website no more. They still show up in product portal but they all say "authorized to this computer but not to the logged account". Logged account is the same from website to product portal. I made a test and uninstall visual mixer within product portal...to my surprise the product is gone...nowhere to be found and reinstalled. Which makes me very afraid of the fragile state of my Ozone, RX and all other softwares. I still have serial number for ozone, Post Production Suite etc. But on the website it says "can't add this serial number to this account" and in product portal says "this serial is sused by another account". On the website the only software shown are the ones I got for free after the merge. (Also no purchase history to be found). All in all, it seems if I change computers or uninstall any software I'll literally miss them. As if they don't belong to my account anymore. That is a lot a money spent...such a weird thing to happen. I opened a ticked already, but wanted to know if anyone here is also facing this situation. Thanks!

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PoorFellow

https://community.native-instruments.com/discussion/48740/all-my-izotope-products-are-missing-from-website-account

I opened a ticked already, but wanted to know if anyone here is also facing this situation.

We have seen diverse issues over time but I can not recall having read a description such as yours before.

Anyway , I know that it's a huge inconvenience and an annoyance but other than that then don't worry NI Support will get the mess fixed for you. Since you already have made a ticket then you should have received ticket conformation and if so then NI should get back to you. NI Support does not work weekends and also there is a sale going on so there will most likely be a further delay because of that.

Felipe Ayres

Thank you very much for your reply. They did answer my first ticket, but it was far from being a solution. Instead, it seemed like an automatic response, which was weird since this is actually a complex situation.

I have a theory about what happened, and it really worries me. My coworker was probably logged into his iZotope Product Portal on my computer while I tried to log into my Native Access on the same computer at the time of the merge process, or something along those lines (I remember him starting that process). To my surprise, his iZotope account was merged with mine — and even worse, his account seemed to override mine. Mine basically went into some kind of limbo, and now I can’t find my products anywhere. All I see are his products under my account.

Even on my support ticket, they addressed me using his email, not mine. My Product Portal, even when I log in with my credentials, shows his email. Our accounts are definitely merged. And in this support ticket, I think they doubled down on the merge because their reply was: “your accounts are successfully unified,” lol.

I'm really desperate at the moment because I don’t know if anyone will look carefully into this situation and actually give me proper attention. They will need to restore my account and recover the things I lost. I have all my serial numbers, but I really need to speak with someone who doesn’t just send automatic responses.
What can I do if they ignore me and don’t provide a real solution? Will I lose everything forever?

All best

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