what is going on

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  • djsdz73
    djsdz73 Member Posts: 38 Member

    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.

  • Vocalpoint
    Vocalpoint Member Posts: 4,055 Expert
    https://community.native-instruments.com/discussion/comment/160898#Comment_160898

    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

  • Ty Prauler
    Ty Prauler Member Posts: 24 Member

    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?

  • Vocalpoint
    Vocalpoint Member Posts: 4,055 Expert
    https://community.native-instruments.com/discussion/comment/160906#Comment_160906

    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.

    VP

  • Ty Prauler
    Ty Prauler Member Posts: 24 Member

    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

  • Ty Prauler
    Ty Prauler Member Posts: 24 Member

    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

  • Ty Prauler
    Ty Prauler Member Posts: 24 Member

    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

  • Vocalpoint
    Vocalpoint Member Posts: 4,055 Expert
    https://community.native-instruments.com/discussion/comment/160915#Comment_160915

    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.

    VP

  • Ty Prauler
    Ty Prauler Member Posts: 24 Member

    Dont you need the serial number for something?

    Like i ssid elements is showing as a purchased product but not installed

  • Vocalpoint
    Vocalpoint Member Posts: 4,055 Expert
    https://community.native-instruments.com/discussion/comment/160929#Comment_160929

    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.

    VP

  • Ty Prauler
    Ty Prauler Member Posts: 24 Member

    here is where I am with this now

    portal.png
  • Vocalpoint
    Vocalpoint Member Posts: 4,055 Expert

    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

  • Ty Prauler
    Ty Prauler Member Posts: 24 Member

    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

  • Ty Prauler
    Ty Prauler Member Posts: 24 Member

    Ive loaded this thing a few times

    ozone.png
  • Ty Prauler
    Ty Prauler Member Posts: 24 Member

    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

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