Native Access "unable to log in"

sfeigenbaum
sfeigenbaum Member Posts: 8 Member
edited October 22 in Native Access

on MacOS Sonoma

when the password dialogue comes up and i fill it in and submit, it just does nothing. after two attempts i get the message "unable to log in. please see our knowledge based for more information" which just says to restart, to download the current version (already done twice), and disable a VPN (never had one) and failing that contact customer service. have tried that all multiple times. customer service takes days to respond, it took them 5 days to respond to my first message

what do i do? internet doesn't seem to have any answers. this is insanely frustrating as i just spent hundreds of dollars on a pack i can't access without updating Kontakt using native access apparently

Comments

  • Eoin66
    Eoin66 Member Posts: 2 Member

    Same issue here
    MacOS Sonoma

  • PoorFellow
    PoorFellow Moderator Posts: 4,903 mod
    edited May 8
    https://community.native-instruments.com/discussion/30013/native-access-unable-to-log-in

    customer service takes days to respond, it took them 5 days to respond to my first message

    what do i do?

    You simply have to work with customer service to fix the problem.

    Don't get me wrong , you can get plenty of suggestions here about something that you could try to do but in the end then if it doesn't help then support might still ask you to do it all over again until they nail down the problem.

    So in the end then you are most likely best served by using support , both are they the professionals but also are they the only ones that are able to help if there are some problem connected with your account.

  • sfeigenbaum
    sfeigenbaum Member Posts: 8 Member
    edited May 8
    https://community.native-instruments.com/discussion/comment/152481#Comment_152481

    thanks. is there a secret to getting them to respond faster? ? 5 days to respond to a single message makes me think this is gonna take weeks to get figured out, and the internet seems littered with
    horror stories about how useless customer service chat are

    i haven't been able to find a phone number does anyone know if one exists, only the chat, right?

  • PoorFellow
    PoorFellow Moderator Posts: 4,903 mod
    edited May 8
    https://community.native-instruments.com/discussion/comment/152505#Comment_152505

    When ticket has been opened and has been first responded to by N.I. then I very seriously doubt that there are 5 days between responses from N.I. if you yourself respond promptly in a clear, understandable and to the point manner.

    With respect to this claim about "horror stories about how useless customer service chat are" then I am sure that there are also lots of stories with respect to how customers acts. And a lot of people can be close to impossible to understand and write in a totally disconnected manner and support has no way of defending themselves against that other than try to work with what they got ! (customer support often is not a job that you'd want)(I am not an N.I. employee, I am another user with Moderator abilities.)

    Trust me when I write that everybody wants you to be able to log in with no problems and to the extend that you allow it then all N.I. support wants to do is to help you. Treating support like the enemy or being negative is not going to make any of it easier.

    And yes , there is no phone support. Human chat agent is the closest you come to direct contact other than ticket correspondence over email.

  • LX World
    LX World Member Posts: 47 Member
    edited May 8

    Native Instruments created this issue. Native Instruments needs to fix it. Native Instruments support need to be more available and more helpful. End of

  • sfeigenbaum
    sfeigenbaum Member Posts: 8 Member
    https://community.native-instruments.com/discussion/comment/152477#Comment_152477

    lmk if you find anything out, seems like other people are having this issue too but haven't seen any solutions

  • No.
    No. Member Posts: 1 Newcomer

    Same exact issue.

  • sfeigenbaum
    sfeigenbaum Member Posts: 8 Member

    been days without a response on chat. chat has reset like 3 times and forced me to start from the beginning

    i just don't understand what i'm supposed to do

  • PoorFellow
    PoorFellow Moderator Posts: 4,903 mod
    https://community.native-instruments.com/discussion/comment/153161#Comment_153161

    Just put in problem then choose did not help as answer until you get to describe problem (I can not check because I can not reset chat interface)

    At the page N.I. Native Access and Installation Support be sure to scroll down to page bottom to see if there is a log-in request , if there is then log-in , at next page again scroll down and small blue chat box ought occur within 15 seconds. Then write in chat box and when getting suggestions then select did not help when it didn't , that ought to bring you on to either chat with human or open a ticket.

    There has been introduced chat support for Native Access assistance (at least daytime on normal work days) :

    Please refer to the page : How to get in touch with our Customer Care or read my Support page functionality changes post here

  • sfeigenbaum
    sfeigenbaum Member Posts: 8 Member

    yea thats already what i did. my "ticket" was created 4 days ago and no one has ever come back to respond. so every couple days i follow up in the chat box and it starts me over and says it's creating a new ticket which it says i will receive in my email. it then doesn't email me (i check spam folder) and no human responds anyway, to the new ticket or the old one.

  • sfeigenbaum
    sfeigenbaum Member Posts: 8 Member

    i've now moved on to trying to get a refund for the spitfire pack i bought, i don't see any progress being made on this problem accessing Native Access at all or anyone even attempting to help solve it. i have never seen anything like this in my life

  • PoorFellow
    PoorFellow Moderator Posts: 4,903 mod
    https://community.native-instruments.com/discussion/comment/153165#Comment_153165

    You can check your case by using the link https://support.native-instruments.com/hc/requests/1234567 (just substitute numbers in link with your case number) , also support don't wok weekends and last Thursday were a public holiday in more European countries I think , which may also have resulted in some people having taken a prolonged weekend by not going for work on Friday either. E.g. Jeremy_NI who normally attend the forum has not been here since May 8th..

  • sfeigenbaum
    sfeigenbaum Member Posts: 8 Member

    tried that link using the case number from monday and it's just a message from them to me on monday saying an agent would come back to me as soon as possible. which never happened. i don't even have case numbers for the 2 times since then that the chatbot has made me start over bc it never sent the emails it promised to send after making me reinput all my info again each time, so i can't check on those

    seems like a lot of people are having this issue accessing Native Access so hopefully they figure out a solution soon!

  • PoorFellow
    PoorFellow Moderator Posts: 4,903 mod
    https://community.native-instruments.com/discussion/comment/153169#Comment_153169

    tried that link using the case number from monday and it's just a message from them to me on monday saying an agent would come back to me as soon as possible. which never happened.

    If you do not get a response with in a normal work week then politely update your ticket to reflect that you are still waiting. The holiday and the possible taking an extra day off as referred to above might have added an extra delay. Sorry I am not an N.I. employee and can not help other than giving what advice and information that I have to offer.

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