I have the invoice to prove I am paying for Izotope pro but it doesn't show in NI Access or Product Portal as an active subscription!
So I have no way to authenticate the software, meaning I can't get into it!
I've asked support for an answer to this (22nd June), got a reply that told me my subscription was active....which I know!
I've responded to their response telling them that I still can't access the software. This is day 5 of having paid but having no access. Very frustrating.
Any help would be appreciated very much @Jeremy_NI
Thanks
All software still needs authentication but everywhere online still showing my account not active - meaning that I'm still unable to use the software.
This is the 6th day into my monthly membership and I've yet to be able to get into the software.
NI Customer Care (Jeremy_NI) and NI Support do not work weekends or holidays. If your subscription product has not been available for use after then you should ask NI Support to remedy that.
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Thanks @PoorFellow .
I have submitted a support ticket. Hopefully they'll get back to me
@DVBG Sorry to hear about your issues, I've pinged my collegaues, someone should get back to you as soon as possible.
Thanks @Jeremy_NI for chasing it. Much appreciated 👍🏻
Hopefully they'll get back soon. My ticket was submitted on the 22nd June (#4911287) so it's now been a week unresolved with one reply from support just telling me my account was active - I replied that it's not active on any site in order for me to get my authorisation code for the software. This reply was 4 days ago. Still waiting for a response.
An update on this @Jeremy_NI ...
I received a response from your colleague that asked me to reinstall Native Access and send some screenshots. I've done this and will wait for the reply.
This is Day 10 of my monthly subscription and I haven't been able to use the software at all - I've also received 2 responses in 10 days. So I guess I'll be back with an update on 5 days time!!
They are changing the Support system which might incur delays beyond what is written here…
But as I wrote earlier then take it up with Support with respect to the period with no access while you have paid !
@PoorFellow I am taking up with support. That's the gist of my post isn't it!?
I know I keep moaning but I'm just so frustrated by it. 10 days and counting to get something sorted us infuriating.
@PoorFellow & @Jeremy_NI
Against the advice customer service, I decided that I must have just had a poor customer service rep with my ticket so I created another one about the same problem.
It turns out I was correct as the the new ticket has resulted in the problem being sorted with a couple of replies in 24 hours!
I'm really happy with the service of the second customer service rep!
Your frustration has been quite understandable !
That's the gist of my post isn't it!?
I meant with respect to get the time wasted where subscription were not available though paid for added in the other end . Which I hope that NI were able to give you.
Yes , well , creating more tickets usually only creates further delays and confusion ,
But it's very great that you had your problem solved.
And surely yes , Customer Support experience varies with the employee , after all they are 'only human' .
Hopefully you will enjoy your subscription not that the problem appear to have been fixed 😀
Good to know your issue was fixed. Sorry for the time it took.
