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valvet registraion stuck

Hassan916

Hi Community Team / Moderators,

I am facing a critical sync issue between Native Access and the iZotope website account backend which is blocking me from an active flash sale discount.

•⁠ ⁠Product: Velvet
•⁠ ⁠Native Access Status: It successfully shows up as "Installed" and registered inside my Native Access application.
•⁠ ⁠Website Status: On account.izotope.com under 'Products and licenses', Velvet is visible but explicitly listed as "Not registered".

Because of this website database delay, the loyalty system is not triggering my Crossgrade discount for the Music Production Suite (it still shows the full $799 price).

I have already submitted an official support ticket, but I am worried the flash sale will end before the 2-day business reply window. Could any Moderator please look into this and escalate my license sync issue to the backend team?

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PoorFellow

https://community.native-instruments.com/discussion/51162/valvet-registraion-stuck

I have already submitted an official support ticket, but I am worried the flash sale will end before the 2-day business reply window.

Could any Moderator please look into this and escalate my license sync issue to the backend team?

NI Customer Care and NI Support do not work weekends or holidays.

Also please notice that when you contact NI support then you will receive an AI auto-response and it is important that you answer this response to let NI know that you still need their assistance. This is also valid in general , if you have a support ticket with NI then always respond to their emails as long as that you still need help , else the ticket will close.

Moderators here are not NI staff and do not have any NI server access or any special access to staff resources not theoretically available to any other.

As far as I know then NI Support usually are cooperative with respect to letting people qualifying getting the offer if approaching NI Support in good time when the offer is valid…

Hassan916

Hi everyone,
I'm posting here because I haven't received a manual response regarding my support ticket.

This is a follow-up to my original support request submitted on June 28. My account is still experiencing an authentication/account synchronization issue, which prevents me from completing my Music Production Suite 9 purchase.

I have already completed all the recommended troubleshooting steps and have submitted multiple follow-ups. Unfortunately, there has been no resolution and no reply to my recent follow-up under Ticket #4914500,#804351.

Has anyone experienced a similar account synchronization issue? If a community moderator or support representative sees this, I would really appreciate it if my ticket could be reviewed.

I'm ready to complete my purchase immediately once the account issue is resolved.

Thank you.
Muhammed Hassan

PoorFellow

https://community.native-instruments.com/discussion/comment/265226#Comment_265226

Your threads were merged to keep it all together.

I will attempt to alert NI staff of your problem… (they will not arrive here before Friday or later)

Hassan916

Hi MOD,
Thank you so much for merging my threads and for taking the time to alert the NI staff. I really appreciate your help.

Shortly afterwards, I received responses from both support teams. Julia from the NI team confirmed that my case has now been centralized under Andrew at iZotope (Ticket #4914500), who is handling the account synchronization issue.

Since this checkout issue has now been ongoing for 13 days, I'm hopeful we can resolve the synchronization problem and complete the purchase before the weekend.

Thank you again for your time and support. I truly appreciate your help.

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