can't get email from password reset

Did something change recently? I've always used the same login/password for the NI forum, and for Native Access. Now I can't log in to Native Access, and the password change link asks for my email but I don't receive the password reset mail. It's not showing up in spam either.

Is there a way to know if I'm even using the right email address? It's possible I suppose that Native Access is using different email as the account (I don't remember it that way, but with so many accounts all over the place, I certainly could just be confused). The password reset link doesn't say "yes we found that email" or "that email is not on file"... so, how do we know if I'm even typing a valid email?

I went through the "can't log in" wizard, which ended with an email to tech support... and I did receive the auto-reply on that. However, I do have at least one other issue open with tech support, and no answer for two weeks so far. What is the current average time to response, and more importantly, what does one do to actually make contact when we need to contact support and there is no response?

Thanks...

 

I suspect you used a different email previously. This happened to me - I can log into Native Access with my new email, because I changed it in NA. But now all my stuff is in demo mode, because apparently you can only use your original email to log onto NA and have your stuff still work. Incredibly frustrating.

 

Well, things happen, I get it. Two things make this frustrating though:

1) It's not at all clear when you do the password change request whether or not the email address you give it has been found and they are sending email to it, or if instead it just doesn't recognize the address and is silently ignoring you. So when we don't get email, we have no idea why. Just make a positive statement in each case ("email found, mail being sent", "email not found, no mail being sent").

2) No sense of timeline as to when tech support may get back to us or not. Or ever. If it's going to be three weeks, say it's going to be three weeks. Don't make customers hold their breath thinking a solution is coming by tonight. Let us reschedule appropriately. And let us know when our emails are actually read by a human and being processed. An auto-reply then weeks of nothing is frustrating.

Well, and 3)... it's nervewracking how dead in the water we might (or might not, but you live with the possibility) end up, with no predictable recourse. This is a problem with a lot of companies/products these days. If there was a place we *knew* we could go for help when things get bad, and we *knew* we'd get reasonably timely help, that would calm a lot of nerves. But now one never knows. Sometimes you get help quickly, but when you don't you have to stew and wonder if help is imminent, delayed, or maybe you didn't even go to the right place.

 

Hey!
Thanks for the feedback.
I'd like to take the time to understand a little bit more about what is happening with your requests so I can escalate any issues as soon as possible.
I will send you a PM now.

Regarding the password reset - I have sent your comment directly to our website team and I'll report back.

 

It looks like this is actually completely by design and actually best practice to “return a consistent message for both existent and non-existent accounts.” Otherwise a bad actor can use a password reset form to determine if an email is registered or not: https://cheatsheetseries.owasp.org/...word_Cheat_Sheet.html#forgot-password-request

 

Interesting, the owasp "cheat sheet". Well, that's a clear "security vs. customer" choice but I understand the desire to follow owasp guidelines.

 

Just for completeness, Matt did help me get this figured out. Thanks. Owasp security suggestions are a philosophical subject for another day.

 

HI I have a problem with my account in that my account is registered to an email that is no longer in use for a website that is no longer running that I cannot access the password reset as a result. I need to get into this account or transfer my llicences to a new account ,I can verify my identity but cannot login to account so need to speak to a person plz advise???

thank you

 

The best is to use the following form: https://support.native-instruments....-or-the-NI-User-Forum-using-Native-ID-WIZARD-
It will allow you to create a ticket so we can do some security check and get you access back into your account.