Ozone11........

TAKAKI
TAKAKI Member Posts: 7 Member
edited November 2024 in Other Software & Hardware

I bought "OZONE11" on Native Instrument's website, and it is shown in my purchase history, and I have paid for it, but I have not received a serial number. I contacted native, but there was no response. Of course, even if I update it on the izotope portal, it doesn't appear. What should I do...

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Best Answer

  • TAKAKI
    TAKAKI Member Posts: 7 Member
    Answer ✓

    I was able to solve it.When you analyzeI thought that if I bought a product with my "NI" account and logged in with my "NI" account on the "Izotope" portal site, the product would be reflected automatically, but even with Izotope, I purchased the product using the same address. I was told that it would not be reflected until it was created and registered. Learn from your mistakes and improve. We apologize for the inconvenience. Thank you very much.

Answers

  • donmaddonald
    donmaddonald Member Posts: 270 Advisor

    it's rare but sometimes it takes a little bit of time, wait a bit, it should appear.

  • TAKAKI
    TAKAKI Member Posts: 7 Member

    Thank you for your answer.

    I only received emails such as "Order Confirmation" and "Shipping Confirmation and Invoice"....

    I asked the customer center for help and they created a "Customer Request New Ticket",

    but...Over Half a day has passed since then with no contact..,I'm in Japan, here is 9PM,Today is over….

    You said,This is a very rare case. This is only my first case and I'm wondering if the company is busy with "Black Friday"…..

    However, since I haven't received any replies, I feel a little angry and sad because I feel like I'm being treated so disrespectfully.

    Anyway, thank you for your kindness.

  • PoorFellow
    PoorFellow Moderator Posts: 7,342 mod
    https://community.native-instruments.com/discussion/comment/191372#Comment_191372

    Over Half a day has passed since then with no contact..,I'm in Japan, here is 9PM,Today is over

    Mishaps happen , no disrespect from company meant against you. However N.I. might take some days to respond. Especially since there is a sale going on.

    Else then provided that you bought the Ozone 11 on the native-instruments.com site then did you check your MY PRODUCTS, SERIALS, AND DOWNLOADS page to see if the missing products are listed as either Not registered or as Registered Products ? If products lists as not registered then use the serial in the Native Access add serial. Also then check your emails (including in the spam folder) for a registration key for the product to use in Native Access add serial..

    Please notice that a product will not show in Native Access if it is not compatible with your OS.

    Then if the product lists on the account page but not in Native Access then be sure to be using latest version of Native Access for your OS (unless you are using a legacy OS , Mac 10.15 and earlier / Win 7 downloads),else try resetting the Native Access XML file , look at section 8here : My Product is Missing in Native Access .

    Else please wait for support to answer your ticket.

    @Jeremy_NI , I am pinging you so that you can make sure that this does not need an immediate follow up (eventual ticket screw-up)

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,921 admin

    @TAKAKI I see your request in our system, no worries, my colleagues will get back to you as soon as possible. Thanks for your patiencE.

  • TAKAKI
    TAKAKI Member Posts: 7 Member

    Thank you for your comment.

    Even if I check "My Products, Serials, and Downloads", it is not there, and "OZONE11" is clearly written in "Order History".

    So it doesn't make any sense..

    .I've checked the email over and over again, and there's no such email in my junk mail...I'll attach photos of my purchase history for now…..

    2024.jpg 2025.jpg
  • TAKAKI
    TAKAKI Member Posts: 7 Member

    Oh, what wonderful people I've met...

    @donmaddonald @PoorFellow @Jeremy_NI  Thank you everyone for being kind to me in far away Japan.

    I have the energy to wait a little longer.

    Also, please contact me when you come to Japan. We will treat you to some delicious Japanese sake 🎵

  • donmaddonald
    donmaddonald Member Posts: 270 Advisor

    @TAKAKI I hope one day!! thank you! 😁

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,921 admin

    @TAKAKI That's so sweet! Hopefully one day I get the chance yo visit your beautiful country!

  • PoorFellow
    PoorFellow Moderator Posts: 7,342 mod
    https://community.native-instruments.com/discussion/comment/191393#Comment_191393

    You are most welcome.

    I already have been more places in Japan. And while I would very much like to see Japan again then I doubt if I ever get the opportunity again. But thank you very much for the kindness and the invitation.

  • TAKAKI
    TAKAKI Member Posts: 7 Member

    Dear friends

    It's been about a week since then.Thank you very much for supporting me through my sadness.

    After that, I received a call from one of @Jeremy_NI 's co-workers who asked me to wait a little longer and said that he was sorry for making me put up with it, so I was relieved, but I haven't heard from him since that one email.

    This is just my personal opinion, but I wonder if I should have bought the "IZOTOPE" product on the "NI" website.

    Although "NI" and "IZOTOPE" are jointly managed and have a unified account, the products I purchased are not reflected in "IZOTOPE PRODUCT PORTAL" and of course in "Native Access". However, it is clearly listed in the purchase history of "NI" and the money is also withdrawn.

    Since they don't support me at all, I end up hating myself and thinking that maybe it's my fault.

    However, it's a nightmare where I receive emails every day with information about Black Friday sales…..

    If this wasn't my beloved "NI" company, I would have gone to the police…..

    #Sad
  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,921 admin
    https://community.native-instruments.com/discussion/comment/192905#Comment_192905

    My colleagues should get back to you soon, we're in the middle of a big sales special so our reply times are affected.

  • TAKAKI
    TAKAKI Member Posts: 7 Member

    Pablo @ NI (Native Instruments)

    2024/11/25 12:21 GMT+1

    Hello takaki wakae


     

    Thank you for contacting Native Instruments.

     

    Products are available with your iZo Product Portal account:

     

    https://support.izotope.com/hc/en-us/articles/6658125027345-Welcome-to-iZotope-Product-Portal



    I received this email.

    …..

    I'm having trouble because it's not reflected in the "portal".

    I got a rude reply and I'm cringing a bit.


    That's a rude response.https://support.izotope.com/hc/en-us/articles/6658125027345-Welcome-to-iZotope-Product-Portal

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,921 admin
    https://community.native-instruments.com/discussion/comment/193364#Comment_193364

    No worries, I see your reply to my colleague, someone should get back to you soon. Please continue the conversation there.

  • TAKAKI
    TAKAKI Member Posts: 7 Member
    Answer ✓

    I was able to solve it.When you analyzeI thought that if I bought a product with my "NI" account and logged in with my "NI" account on the "Izotope" portal site, the product would be reflected automatically, but even with Izotope, I purchased the product using the same address. I was told that it would not be reflected until it was created and registered. Learn from your mistakes and improve. We apologize for the inconvenience. Thank you very much.

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