Ozone11........

TAKAKI
TAKAKI Member Posts: 4 Member
edited November 15 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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Answers

  • donmaddonald
    donmaddonald Member Posts: 204 Advisor

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

  • TAKAKI
    TAKAKI Member Posts: 4 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: 4,383 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 Customer Care Posts: 12,385 mod

    @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: 4 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: 4 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: 204 Advisor

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

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 12,385 mod

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

  • PoorFellow
    PoorFellow Moderator Posts: 4,383 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.

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