what is going on

Ty Prauler
Ty Prauler Member Posts: 24 Member
edited October 22 in Other Software & Hardware

very frustrated - there appears to be no customer service of any kind here - I just bought a product that i can't download or even sign in to get - is this company real?

Best Answer

  • PoorFellow
    PoorFellow Moderator Posts: 4,909 mod
    Answer ✓
    https://community.native-instruments.com/discussion/32313/what-is-going-on

    I just bought a product that i can't download or even sign in to get

    First of all then it is important to know on which site that you bought the "ozone 11 elements" , if it were on the iZoptope site or on the N.I. site. If you bought on the N.I. site then to increase confusion then the whole thing constantly is in transition so that products that the other day needed iZotope product portal to redeem now suddenly needs Native Access to redeem.

    Example of an NI serial number: GR6U6-BC8KD-97D95-4CD28-XXXXX

    Example of an iZotope serial number: SN-MPS5-ENKB-5X39-367B-XXXX

    If you bought on the Native Instruments site then you should be able to see any serials connected with your account on the MY PRODUCTS, SERIALS, AND DOWNLOADS page , listed as either Not registered or as Registered Products or listed as third party products at page bottom. If you can not find the serial and have checked mail spam folder then you have to ask respectively N.I. Account Support or iZotope Purchase and Account support

    If the serial number format is NI then you should redeem it in Native Access

    Please notice that because of the work towards integrating the N.I. and iZotope sites then/if when you log in at the iZotope site then per default your browser probably will use the default user name and password from the Native Instruments site , so if logging in at the iZotope site then be sure to use your izotope log-in credentials at the izotope site when asked for it ! Also do not auto-update password when asked cause that might load the izotope password into the N.I. password saved. Some users using same email at both sites have updated their password to be the same on both sites to try to compensate for the confusion !

    If you have an account access problem then you will have to ask Account Support Check this article "I Have No Access to My User Account"

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Answers

  • Vocalpoint
    Vocalpoint Member Posts: 2,727 Expert

    Without knowing what product you bought or what you cannot do - no one here can help.

    Details would be helpful.

    VP

  • Ty Prauler
    Ty Prauler Member Posts: 24 Member

    Hi VP

    I bought ozone 11 elements. Got the email confirmations and directions and at one point had the license number to enter but it wouldnt let me in the portL

  • Ty Prauler
    Ty Prauler Member Posts: 24 Member

    I work nights so hard to communicate quickly but i'll try

  • Vocalpoint
    Vocalpoint Member Posts: 2,727 Expert
    https://community.native-instruments.com/discussion/comment/160772#Comment_160772

    Suggest you check with your iZotope account first - and ensure the serial is recorded there. And then use the iZoTope Product Portal (not Native Access) to authorize.

    While IZoTope and NI are now under the same corporate umbrella - licensing and authorization (especially trying to authorize any iZoTope product in Native Access) is a long way off.

    VP

  • djsdz73
    djsdz73 Member Posts: 38 Member

    Shouldn't it already be available for download through Native Access? I have Ozone 10 standard and I never had to register anything with Izotope, it just showed up in Native Access.

  • Ty Prauler
    Ty Prauler Member Posts: 24 Member

    I believe i cant go anywhere in the portal. Do i need to be on my desktop to get back to this? Im on my phone

  • Ty Prauler
    Ty Prauler Member Posts: 24 Member

    Izotope wont let me sign in yet im here talking to you

  • Ty Prauler
    Ty Prauler Member Posts: 24 Member

    I even tried reset password and it says this account already exists

    Forgive me im old and crabby and you used to be able to call a person and DONR. lol

  • Vocalpoint
    Vocalpoint Member Posts: 2,727 Expert
    edited June 20
    https://community.native-instruments.com/discussion/comment/160786#Comment_160786

    This forum has nothing to do with signing into your iZoTope acct.

    The two are completely separate.

    And yes. The iZoTope product portal is an application that handles authentication for all things IZoTope.

    No concept of using it any other way except the computer desktop.

    VP

  • PoorFellow
    PoorFellow Moderator Posts: 4,909 mod
    Answer ✓
    https://community.native-instruments.com/discussion/32313/what-is-going-on

    I just bought a product that i can't download or even sign in to get

    First of all then it is important to know on which site that you bought the "ozone 11 elements" , if it were on the iZoptope site or on the N.I. site. If you bought on the N.I. site then to increase confusion then the whole thing constantly is in transition so that products that the other day needed iZotope product portal to redeem now suddenly needs Native Access to redeem.

    Example of an NI serial number: GR6U6-BC8KD-97D95-4CD28-XXXXX

    Example of an iZotope serial number: SN-MPS5-ENKB-5X39-367B-XXXX

    If you bought on the Native Instruments site then you should be able to see any serials connected with your account on the MY PRODUCTS, SERIALS, AND DOWNLOADS page , listed as either Not registered or as Registered Products or listed as third party products at page bottom. If you can not find the serial and have checked mail spam folder then you have to ask respectively N.I. Account Support or iZotope Purchase and Account support

    If the serial number format is NI then you should redeem it in Native Access

    Please notice that because of the work towards integrating the N.I. and iZotope sites then/if when you log in at the iZotope site then per default your browser probably will use the default user name and password from the Native Instruments site , so if logging in at the iZotope site then be sure to use your izotope log-in credentials at the izotope site when asked for it ! Also do not auto-update password when asked cause that might load the izotope password into the N.I. password saved. Some users using same email at both sites have updated their password to be the same on both sites to try to compensate for the confusion !

    If you have an account access problem then you will have to ask Account Support Check this article "I Have No Access to My User Account"

  • Ty Prauler
    Ty Prauler Member Posts: 24 Member

    I cant believe that i bought this 3 days ago and still can't get at it

    When i get on the NI site - "products, serials, and downloads" - the receipt for the purchase of Ozone 11 is there - so now what?

    And thanks for everyone's help - someone from NI should be doing this - ridiculous

  • Vocalpoint
    Vocalpoint Member Posts: 2,727 Expert
    https://community.native-instruments.com/discussion/comment/160890#Comment_160890

    And what type of serial is listed? If it is a 25 digit alpha-numeric - use Native Access.

    If it is preceded by "SN-" - use iZotope Product Portal.

    Both are desktop only apps - must be on the computer that the software is installed on and that you want to authorize the license to.

    VP

  • djsdz73
    djsdz73 Member Posts: 38 Member

    @Ty, do you have Native Access installed on your computer? If you bought the software through the Native Instruments store then chances are you'll find your purchase in Native Access and you can download and install it from there. This also means it won't show up in the Izotope Portal app, no matter what you try.

  • Ty Prauler
    Ty Prauler Member Posts: 24 Member

    I have the serial number - it begins with SN

    i have downloaded the Izotope portal - it will not let me sign in

    I've tried to change the password - it gives me an error message

  • Ty Prauler
    Ty Prauler Member Posts: 24 Member

    I bought it through Izotope

    Should I just delete my NI account altogether?

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