[iZotope Neutron 5] Payment completed, but no serial or download after 2 days

wakame
wakame Member Posts: 11 Newcomer
edited June 17 in Other Software & Hardware

Hi,

I purchased iZotope Neutron 5 from the official Native Instruments site on June 15th and paid via PayPal. The payment has been successfully charged to my credit card, and I received the order confirmation email.

However, even after more than 48 hours, I have not received any serial number or download instructions. The product is not showing in my iZotope account or the Product Portal.

When I tried to reset my iZotope password, I got an error saying:
"Unable to reset password because account has been unified to a Native ID."

I can log in to my Native Instruments account just fine, but nothing related to Neutron 5 appears anywhere.I’ve already submitted a support ticket, but haven’t received any response yet.I’ve also checked all inboxes and spam folders for all possible email addresses I use, but nothing has arrived.

Is anyone else experiencing the same issue?

(Posting under "Other Software & Hardware" as the iZotope category is not visible in my interface.)

Thanks in advance.

Tagged:

Best Answer

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,781 admin
    Answer ✓

    @wakame I see that my colleagues got back to you.

«1

Answers

  • wakame
    wakame Member Posts: 11 Newcomer

    (Posting under "Other Software & Hardware" as the iZotope category is not visible in my interface.)

    For reference, my order number is: #16457597

  • mykejb
    mykejb Moderator Posts: 2,579 mod

    I've tagged this for customer care so hopefully one of the NI guys will pick up on it.

  • wakame
    wakame Member Posts: 11 Newcomer

    Thanks a lot, @mykejb ! I appreciate your support.

  • Vocalpoint
    Vocalpoint Member Posts: 3,972 Expert
    edited June 18
    https://community.native-instruments.com/discussion/comment/231058#Comment_231058

    Have you checked if you have an actual iZotope account as well - over at Izotope.com? And/or installed iZotope Product Portal and checked if your product is there?

    While NI now owns iZotope - the two product lines are still not 100% aligned - licensing wise.

    Over here - ALL my iZotope stuff appears normally in Product Portal and nothing appears in Native Access.

    Serials for all my Izotope Product are all listed in my iZotope Account too. You may want to check this out.

    VP

  • wakame
    wakame Member Posts: 11 Newcomer

    @Vocalpoint

    Thanks for your message!

    Yes, I do have an iZotope account and have been checking both the Product Portal and the "My Apps & Plugins" page at izotope.com every day since purchase.Unfortunately, Neutron 5 does not appear anywhere — not in the Product Portal, not in my account dashboard, and no serial has been delivered.

    That’s why I suspect something went wrong during the account linking or purchase processing.

    I appreciate your input!

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,781 admin

    @mykejb The customer care tag is something else, we use to track down issues, forum user feedback or complaints about customer care. Since it's just a tag, we don't get any notifications about it.

    Please tag me specifically if needed in a post.

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,781 admin
    Answer ✓

    @wakame I see that my colleagues got back to you.

  • wakame
    wakame Member Posts: 11 Newcomer

    Hi @Jeremy_NI, thank you for your reply.

    However, I have not received any response from support yet—neither by email, nor in the forum messages. I’ve also checked my spam folder and all possible inboxes, but nothing has arrived.

    Could you please check again or let me know which channel they responded through?

    Thank you.

  • wakame
    wakame Member Posts: 11 Newcomer

    For reference, I did receive the auto-reply email from support@izotope .com confirming my request submission,so I know that messages from that address are not being blocked.I've also confirmed that no emails have landed in my spam or promotions folders.

    Just wanted to clarify this in case it helps track down the issue.

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,781 admin
    https://community.native-instruments.com/discussion/comment/231375#Comment_231375

    After checking your ticket in more details, it would seem that the email wasn't delivered due to an error 550.

    A 550 status code in email delivery signifies that the recipient's mail server rejected the email, preventing it from being delivered. This is a common error that can stem from various issues, including an invalid recipient address, problems with the sender's server configuration, or the email being flagged as spam. Here's a more detailed breakdown:Common Causes:

    • Invalid Recipient Address:The most frequent reason is that the email address you're sending to doesn't exist or is formatted incorrectly. 
    • Sender Server Issues:Problems with the sender's server configuration, such as incorrect DNS records or lack of proper authentication, can also trigger a 550 error. 
    • Recipient Server Restrictions:The recipient's server might have specific policies or security measures in place that block the email, including blacklisting the sender's IP address or domain. 
    • Spam Filters:Emails with characteristics similar to spam (e.g., certain terminology, design, HTML code) may be rejected by spam filters on the recipient's server. 
    • Authentication Issues:Some servers require authentication (username and password) for sending emails, and a missing or incorrect authentication can lead to a 550 error. 
    • Recipient's Blocklist:The recipient might have manually added your email address or domain to their personal blocklist

    It looks like your email has no typos so maybe you can check your mailbox for the above. Alternatively, you cans send me another email address by direct message, we can use for correspondance until this is soreted out.

  • wakame
    wakame Member Posts: 11 Newcomer

    Thanks for checking, @Jeremy_NI.That makes sense. I’ll send you an alternative email address via direct message so we can continue from there.I appreciate your help!

  • wakame
    wakame Member Posts: 11 Newcomer

    Hi everyone,

    Just wanted to let you know that the issue has been resolved!

    It turns out the emails weren’t getting through due to a 550 error, but after contacting Jeremy and providing an alternate email address, I was finally able to receive my Neutron 5 serial and activate it successfully.

    Thank you all so much for your input, advice, and support—I truly appreciate your help.

    Wishing you all smooth music-making ahead!

    Best regards,wakame

  • qenevieve
    qenevieve Member Posts: 2 Newcomer

    Hi, I'm having almost an identical issue except with the purchase of the Music Production Suite 7.1 instead of just Neutron 5. It's been 24 hours since my order confirmation email and nothing has appeared in Product Portal, iZotope website account section, or Native-Instruments. @Jeremy_NI would it be possible for you to check for me as well? The order number is 8994510. I've also opened a support ticket but no luck on that front yet. If I should make a new thread instead of commenting on this user's, I can do that as well.

  • PoorFellow
    PoorFellow Moderator Posts: 7,253 mod

    Jeremy does not work weekends and will not be here until Monday or later.

  • qenevieve
    qenevieve Member Posts: 2 Newcomer
    https://community.native-instruments.com/discussion/comment/231463#Comment_231463

    That's helpful to know, thank you! Do you know if anyone from the helpdesk team works on weekends, or should I not expect my support ticket to be addressed until at least Monday?

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