Help - my user account has vanished! Fixed

[aMUSEd]

I changed ISP a few months ago (basically because my previous broadband provider didn't cover the area I moved house to which meant I was going to lose use of the email address I was using for my Arturia account) so I tried to change it to my main email, but your system wouldn't let me at the time as it said that email was already taken so I created a temp Gmail account and used that.

Yesterday I realised that the reason my main email had been taken was that I had a couple of products I must have registered under that email a while back and forgotten about, and as ASC won't allow multiple accounts and switching is a pain I tried to merge them both. Support suggested removing the 2 products from the smaller account to empty it, and transferring them to the main one (which had the Gmail username) and that worked fine. However then I decided that since the old account no longer had anything in I would prefer that my main Arturia account was using my main email address (especially since the Gmail account gets spammed a lot) so changed it to that (after freeing it up by also changing the one in the defunct account to something else).

That seems to have backfired spectacularly! I don't know how, even though the old defunct account now has a different email as entry point, when I enter the main email address that I had set for my actual Arturia account it takes me to the old empty one, and I can't seem to find the proper one anywhere, not even using the old Gmail email I had removed. It looks like whatever database system is used for user accounts is confusing my main account with the old one, going by its previous email address rather than the one I changed it to. ASC seems to know I still have those licenses and I have taken screenshots of these to prove that (although it doesn't show sound banks I have also purchased) but all my products are now showing as demos. Help please.

[aMUSEd]

This is definitely a problem with the web side of user accounts, ASC is logging into my account with the new credentials fine and showing all my products as activated, even though they are still loading as demos. However for some reason when I login online I can only access the old account which is now empty (which I guess is why the products on my Mac are showing as unactivated despite what ASC is saying). I can see there is a serious problem with how accounts are recognised online because I can even login to this account using 2 different emails, not just the one I changed it to but also the one I am using now for my main account (which is the one ASC uses correctly). That's why it's not opening my main account.

[guillaume arturia]

Hi aMUSEd, Guillaume here, from Arturia.

I would need a little more details on your credentials in order to help you.

Could you please write us an email to registration.support@arturia.com, with your 2 mail addresses and a little summary of the situation?

Once received, we will get back to you as soon as possible.

I remain at your disposal for any further information.

Best,

[aMUSEd]

Thanks, this is fixed now thanks to your great support team

[excuse me please]

Maybe time to change the title?

[aMUSEd]

Done - just a warning to others to be careful about changing email addresses in the online User Area - it looks like the ASC and online User Area handle email address changes differently and that is what led to this problem. If you change your email address in the user area as far as ASC is concerned that changes your login username too as they appear to be one and the same, but confusingly, in the online user area a changed email address doesn't necessarily change your login. Even though it asks for the email address as the username, in this case what happened was it retained the old email address as the login even when I had changed it to a new one, and since I already had another, now empty account, using that email, the online system confused the two even though ASC was not. It would probably be better if there was a clearer distinction between a username/login and email addresses and you could edit each one separately.