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?
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"
If you bought it through Izotope try contacting their customer support and not NI's, the companies are not fully merged yet and have separate customer support.
No.
The accounts are non-related. Keep them both as is.
Now - I think I know where this is going off the rails for you.
When you fire up Product Portal - do NOT attempt to sign in there with your Native Instruments credentials. Portal requires your iZotope credentials to allow sign in.
Suggest you first go out to the iZotope.com site and make sure you can sign in there first - again with your iZotope specific creds.
Once you can get in there and see your account and your products - shift over to Portal and do the same sign in.
This works - trust me. But the two sets of credentials have tripped up almost everyone at one time or another.
Let us know how it goes.
VP
Ok i'll try - I actually don't know what the difference is in the two creds but I will dig for it - If izotope has been emailing me then that must be the correct address right? It's just the password that is the problem?
Two completely different sets of creds.
Unless you have actually taken the time to go into each acct (NI and iZotope) and make your username and password identical for both - this will trip up anyone.
Maybe this - in the NI account i have the same email address so im trying to reset the password - but to do that you have to enter the old password which appears to only be three characters - no idea what that is - how on earth do i find out
i found the password - the email address and password are the same for both NI and Izotope - should i just change the address and password for both? I cant spend this much time on this - 3 days
I got as far as downloading the elements installer? this is really getting pathetic - why doesnt this company have some kind of tech assistance - they're huge aren't they?
Sorry not trying to be a jerk but I have never had any problem downloading anything especially after I paid for it
What would you do now? you bought the product, the address and passwords are the same for both sites
The usual action on iZotope stuff - is to simply install Portal, sign in (to your izotope acct) and then watch your current config pop up in there. Pick a target app and install.
Should never need to "download" anything manually or have to install it manually - Portal does this all for you.
Dont you need the serial number for something?
Like i ssid elements is showing as a purchased product but not installed
If you are using Portal - there is a facility to "manually" add a serial. But if all is well at iZotope.com with your account - any izotope products you have purchased should already be registered in there.
I have never had to enter a serial - unless I bought an iZotope product from a third party like Plugin Boutique or similar. Just popped it into Portal and off I go.
You should be able to do this all in Portal - whether you have a serial to enter or if it is already on your izotope acct.
here is where I am with this now
https://support.izotope.com/hc/en-us/articles/6658125027345-Welcome-to-iZotope-Product-Portal
Not sure where you are at but the Portal installers are above. VP
ive been on that page many times - it goes through an installation thing and then nothing I actually tried the offline thing that said i had "success" but I still dont have the software
Ive loaded this thing a few times
I think Ive had enough my God - never anything NI again It shows up on the site with the serial number - i authorized it etc…. what on earth is with this
