Isotope Product Portal Deny Access

PrimalSonic
PrimalSonic Member Posts: 6 Newcomer
in Other Software & Hardware

Hello hope all is well.

Just purchased the Production suite 7 and cannot get to the download phase, as Isotope Product portal is denying me access. Ive taken every corrective measure possible, but zero luck.

Any help Is greatly appreciated.

Cheers

Best Answers

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,247 admin
    Answer ✓
    https://community.native-instruments.com/discussion/comment/216953#Comment_216953

    As mentioned in this thread already, you need to contact my colleagues here: iZotope Purchase & account support

    We can't fix it here, my colleagues have all the necessary tools to help you.

  • imgmkr
    imgmkr Member Posts: 2 Newcomer
    Answer ✓

    Solved!
    i merged account and restarted my MacMini.
    initially launched existing iZotope Product Portal, entered NI login info, it said 'failed to login' , then immediately i entered my old iZotope login info, voila, it asked whether to update the portal software, 'yesirree!'

    So after. the update, it's all nominal.
    iZotope Product Portal Version 1.4.9b409 OSX 15.3.2 / Server 1.4.32b152

    i hope it helps, cheers!

    Screenshot 2025-03-21 at 23.20.57.png
«1

Answers

  • wccjr
    wccjr Member Posts: 1 Newcomer

    Same here.

    Ozone worked last night. now I cant get on product portal. i tried uninstalling and re-installing product portal. that didnt work and that was the only way to reset the error message and get back to the log in page. I've been a customer for a few years now. I paid my subscription to digital river on the 11th of this month.

    need some help. got work to do.

    thanks

  • PrimalSonic
    PrimalSonic Member Posts: 6 Newcomer

    Well I hope they get this sorted quickly. I was doing the subscription then opted to purchase the suite. Kinda hurts to spend $500 and not be able to get the product. Ive supposedly merged both accounts, done everything including uninstall/reininstall and still nothing. Tried contacting CS and nothing yet…

  • PoorFellow
    PoorFellow Moderator Posts: 6,517 mod
    https://community.native-instruments.com/discussion/41970/isotope-product-portal-deny-access
    https://community.native-instruments.com/discussion/comment/207839#Comment_207839

    You could experience this if you are using cached browser passwords rather than typing in all from scratch, especially since the iZotope site will try to load the N.I. credentials in the browser.

    Please either contact iZotope Purchase & account support or N.I. Account Support and explain the problem and also tell what is the email address connected with the login problem and make sure to tell that it is the iZotope site log-in that is the problem.

    In case that you need guidance contacting support : Please read : how to get support !

    Also Quote Jeremy_NI : If you followed these steps but you have issues logging in to your account, then you should have found a dedicated type form, that I will post here, just in case of you missed it: : Account Login & Password Support! , This has been tested and checked on various browsers and works for all our customers that get in touch every day.

  • cmcmillin0
    cmcmillin0 Member Posts: 1 Newcomer

    same. starting to get angry about it for real. what kind of ****** company treats customers this way?

  • PrimalSonic
    PrimalSonic Member Posts: 6 Newcomer

    well somehow I got in, but after downloading and using the serial. The products show as subscription with zero days left.

    Uninstalled and reinstalled at least 10 times. Same result. Zero response from the company.

    wasted $500 as of now. Hopefully they make this right. Dragging Izotope down is a shame. Great plugins. Plenty of $$ spent on advertising but nothing into customer service.

  • PoorFellow
    PoorFellow Moderator Posts: 6,517 mod
    https://community.native-instruments.com/discussion/comment/208247#Comment_208247

    If this is a problem with Isotope Product Portal then please either contact iZotope Purchase & account support then they will get things sorted out for you. Even if you unify the login for the iZotope and the N.I. accounts then the account are still not completely merged since that is upcoming. So if you are attempting to use N.A. for products registered at iZotope then that probably will not work yet. but otherwise then depending on where the products were purchased/registered then simply contact respectively iZotope Purchase & account support or N.I. Account Support do that they can get things sorted out for you.

    In case that you need guidance contacting support : Please read : how to get support !

  • PrimalSonic
    PrimalSonic Member Posts: 6 Newcomer

    I purchased from NI.

    I’ve contacted them and that is another problem. They seemingly do not respond. Been close to a week and not a peep.

    The problems are with the izotope products so I’ll try them. But still disappointing to see NI be so lacking in customer service arena.

    I had to use NA per the email to download izotope products. I was given one serial number for all the products. Just stuck with the plugins stating subscription with zero days instead of licensed.

    Don’t give instructions if they are not correct or ready.

  • mhertzbe
    mhertzbe Member Posts: 1 Newcomer

    Is this ever going to be addressed? You had no problem taking my money and now I'd like to get my product. And WTH web browser cache are you referring to. Isn't the Izotope Product Portal an app? I submitted a help ticket days ago. This is infuriating. That's how you want your customers… infuriated at the company.

  • PrimalSonic
    PrimalSonic Member Posts: 6 Newcomer

    I’ve heard nothing from NI or Izotope.

    $600 waste. I’m not one to complain, but customer service is non existent,

    Apparently I’m not the only one.

    I’ve been a customer for almost 20 years. I can’t believe how this is handled. I’m patient but this is not acceptable in any way.

    Get it together.

  • PoorFellow
    PoorFellow Moderator Posts: 6,517 mod

    @Jeremy_NI , could you please follow up on this and check if issues has been resolved one way or the other for mhertzbe , cmcmillin0 and PrimalSonic ?

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,247 admin

    @PoorFellow This thread is from a couple of weeks ago. I see that you all submitted requests and that my colleagues got back to you.

    @PrimalSonic @wccjr @mhertzbe @cmcmillin0 Can you confirm or do you still need assistance?

  • imgmkr
    imgmkr Member Posts: 2 Newcomer

    Same error here before I merged iZotope and NI account.
    Now I get an error message saying,

    access_denied

    : Password login via OIDC-conformant clients with externally-hosted login pages is unsupported. Alternatively, login could have been initiated from the wrong place (e.g., a bookmark).

    Screenshot 2025-03-19 at 15.17.12.png


    And when i tried to view the log I don't get an access to "Auth0" b/c my password is incorrect although it was entered correctly. I assume it might take some time to update DB and what not so I'll wait and see what happens and report back later!

  • PrimalSonic
    PrimalSonic Member Posts: 6 Newcomer

    Has not been resolved.

    been very busy and just now getting back to the studio after a few weeks.

    All advice given has NOT resolved the issue. Still shows as subscription.

    Will get screenshots later.

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,247 admin
    https://community.native-instruments.com/discussion/comment/216962#Comment_216962

    @PrimalSonic I was just checking in. I do understand the frustration but you did not reply to my colleague, his last message was from February 6th. The ticket is now closed. You would need to get in touch again here: iZotope Purchase & account support

    I can't fix it here, my colleagues have all the necessary tools to help.

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,247 admin
    Answer ✓
    https://community.native-instruments.com/discussion/comment/216953#Comment_216953

    As mentioned in this thread already, you need to contact my colleagues here: iZotope Purchase & account support

    We can't fix it here, my colleagues have all the necessary tools to help you.

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