I'M LOCKED OUT

Linton
Linton Member Posts: 5 Newcomer
in Native Access

I got a new computer yesterday. I downloaded NI-access, got all my plug-ins and i was happy. I quit NI-access, was gonna open it and now im locked out. I cant login, i cant reach support, i've deleted everything and re-downloaded so it means i can no longer access my plug-ins either. My main account is old so i dont have any access to the Email.

Does this mean im ******? Have i just lost thousands dollars of plug-ins because there's no way to actually get help?

I've also tried to log in to contact support with this secondary account but it doesn't let me and when i ask to reset my password i get no email, no verification code, no nothing.

And yes, I've done everything that I'm supposed to do, like re-installing, giving full access etc.

Honestly, NI, I've been with you for a long time and i feel let down.

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Answers

  • Linton
    Linton Member Posts: 5 Newcomer

    EDIT: I also can't log in to their website. This is the only place i've gained any access to.

  • mykejb
    mykejb Moderator Posts: 2,490 mod

    Nope, you've not lost everything and NI support should be able to get you working again. Normally I'd tag your initial post for 'customer care' but post editing is broken at the moment. Hopefully @Jeremy_NI or one of the other NI reps will see this.

    When you say you're "locked out" what exactly do you mean? As you're on a Mac a common problem is that the first time you run Native Access after installing it asks you for a username and password to install extra software. At that point it's asking for your Mac username/password, not your NI one. You may have got past that already but it's worth asking.

  • Linton
    Linton Member Posts: 5 Newcomer

    So the thing is i loged in yesterday and everything worked perfectly, the problem started after i quit NI-access and got asked to log in again. That's where the problem started. I got the "unable to login" message, re-installed but the same problem kept coming back.

    Thank you for a quick answer, i do have a ticket now to support on my mail. I did write my post in my most stressful moment, it really felt like I lost everything but i got some hope back.

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,492 admin

    @Linton I see that you were able to submit a request in our system, did you get an email confirmation? My colleagues can probably check your older account and merge it with the new one, just send them the email address that was used.

  • Linton
    Linton Member Posts: 5 Newcomer

    @Jeremy_NI I got a cofirmation/ticket. I haven't gotten any respond yet though. I'll send a screenshot and my old email! Thanks

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,492 admin
    https://community.native-instruments.com/discussion/comment/223985#Comment_223985

    Good, then you are able to communicate with my colleagues. They'll get back to you as soon as possible. I'm sure they can get everything back to you.

  • Linton
    Linton Member Posts: 5 Newcomer

    @jeremy_NI Thank you so much! All stress gone and as said I wrote in my peak of stress.

    Truthfully though, logging in with both of the accounts did not work at all. I even tried doing a new one and it still didn't let me log in to get a hold of you. It took me a long while to even get to the bot for help. Don't know if i did something wrong but just so you know.

    Again, thank you and the team!

    Sincerely //

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