Simple Account Email Change Turned Into a Mess, Need Help Deleting Old Account

Question

Hi everyone,

I'm hoping someone here can help, because I've hit a wall with Native Instruments support.

All I wanted to do was change the email address on my Native Instruments account. I couldn't find any option to do this in my account settings, so I reached out to support.

The support assistant, Rizz, kept telling me to contact Rizz, which just sent me in a loop. I couldn't find any way to reach an actual human agent.

From what Rizz told me, the only way to change my email was to create a brand new account, transfer all my products to it, and then delete my old account. That feels like a lot of work for something as basic as updating an email address.

So I went ahead and created a new account and transferred all my products. But now I'm stuck again, because I still can't reach a real human to delete my old Native Instruments account.

If anyone knows how to get in touch with a human at support, or how to request an account deletion, please let me know.

Thanks in advance!

shikhar16078 · Answer

Thank you so much for your responses, @PoorFellow and @mykejb. You guys are amazing! It feels great to finally be talking to real people instead of going in circles with an AI bot.

PoorFellow · Answer

https://community.native-instruments.com/discussion/comment/271182#Comment_271182

From what Rizz told me, the only way to change my email was to create a brand new account, transfer all my products to it, and then delete my old account. That feels like a lot of work for something as basic as updating an email address.

Usually then it should have been possible for a human agent to swap your email address on account for you , though for all I know then it is possible that it technically happens by making a new account and moving everything and then deleting the old one.   Anyway then it appears as if it is the 'automated' way of doing it using the bot (?)

So I went ahead and created a new account and transferred all my products. But now I'm stuck again, because I still can't reach a real human to delete my old Native Instruments account.

If anyone knows how to get in touch with a human at support, or how to request an account deletion, please let me know.

The bot Riff should connect you with a human agent if you keep insisting that what the bot says does not help and that you want to be connected to a human agent.

Process time however can be delayed…

Just to check, are you from Native Instruments, or a user like me? And is Jeremy from the Native Instruments team?

Yes , Moderators are users with Mod powers , and yes , Jeremy_NI is staff out of office until November 2'nd or later.

I will attempt to notify someone here.

.

shikhar16078 · Answer

Thanks for the reply and for tagging Jeremy, I really appreciate it!

Just to check, are you from Native Instruments, or a user like me? And is Jeremy from the Native Instruments team?

I'd rather not leave an old account sitting open for no reason, even with a long password, so I'm still hoping to get it deleted properly. I'll wait to hear from Jeremy after Monday.

Also, do you know if there's any way to better secure a Native Instruments account? I couldn't find any two factor authentication option anywhere in my account settings.

Honestly, I really love Native Instruments and their products, but it's disappointing to see how much they're lacking when it comes to support and account security. Something as simple as changing an email or deleting an account shouldn't be this hard.

Thanks again for your help!