Native instruments live chat support?

jonx Member Posts: 7 Newcomer
edited July 11 in Social Club

Just an idea about offering a service like this you guys make a bunch of really complex products and it’s tough when you’re having an issue like I am and the back-and-forth is kind of slow

many companies offer this -even when I go to the Apple store there’s a Genius Bar

so even if it was a paid service I would gladly pay for 10 minutes of chat rather than shooting in the dark for days

Best Answer


  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 7,045 mod

    Hey @jonx We don't have a chat service at the moment, there was one with accounts and orders but never for technical support. Email support is pretty fast these days. You submitted your ticket on Wednesday at 02.30 GMT and got a reply the same day at 16:54 GMT and you didn't reply yet. Maybe things will go faster if you reply to my colleague.

  • rodisi
    rodisi Member Posts: 1 Newcomer

    I agree that, with the problem that I had, NI support was very fast in replying but you must admit that you do not make it easy to access suport. The problem I had with Traktor Pro 3 said that a crashfile was created and that I should send it to tech support. I spent hours trying to find how to email tech support. When I finally found something, I had to select from a drop-down list of two faults, which had nothing to do with my problem. In my case, I picked one and in the information box I explained that that was no my problem.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 7,045 mod

    @rodisi Sorry to hear you struggled to contact us. There is an article on how to contact us on our support page. How to Contact NI Support I do understand that it might be complicated the first time, there is definitely room for improvement here.

  • Kriscruiz
    Kriscruiz Member Posts: 1 Newcomer

    @jonx youre speaking nothing but facts. It’s been a week and 2 tickets submitted for my issue and I’ve gotten zero response. Not as good as an experience as I’d hoped coming from Akai.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 7,045 mod

    @Kriscruiz You submitted your request last Sunday, we are having a little backlog due to the Easter holidays. My colleagues should get back to you soon. Sorry for the wait and thanks for your patience.

    DJ ARTIST Member Posts: 2 Newcomer

    I need help with my Joe Easton hack because I can't open traktor pro 3.9 with the hack.Please help.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 7,045 mod

    @DJ ARTIST I'm not sure what you mean by that, you might be able to get help in the Traktor section of the forum:

    OR you can reach out our Traktor specialists here:

  • Trampstar
    Trampstar Member Posts: 3 Newcomer

    After 2 weeks of 'no contact' from NI, I have now officially complained the company to the US embassy here in Spain. I'm awaiting their response. It's such a sad indictment on a company when paying customers have to go to these lengths to just get a response from NI. I don't blame Jeremy or any of the support people. I completely blame NI management for their pathetic attempts to get away with providing as little support as they believe they can get away with. Not a lot of people know that anybody with a complaint about ANY company should always go to the top - the embassy, in this case the US embassy. The embassy has the power to shut down the company for non-compliance. My complaint is ABSOLUTELY GUARANTEED to be addressed by the embassy and subsequently the company hopefully within a few days. If enough people did this, the company would have no choice but to provide better support. DISGRACEFUL support setup.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 7,045 mod

    @Trampstar I replied to your other post. Hopefully someone gets back to you soon.

  • PixelGates
    PixelGates Member Posts: 2 Newcomer

    Dear @Jeremy_NI, I have a couple of problems that I think are very complicated because, for 2 weeks, I have never found a solution to them.

    First, I have a desktop computer (Windows 10) and Maschine mk3, so I have used this setup for 1 year. For now, I have a laptop with a macOS (M1 chip) operating system. Currently, I can not use my Maschine MK3 in macOS, even though I use the same Native Access account, because I registered this Maschine MK3 with its serial number in my native access account on my desktop computer in the past. So how can I transfer my Maschine MK3 between 2 computers (from Windows 10 to macOS) that belong to me?

    Second, I can not see purchasable products and several plug-ins (such as The Gentleman, Vintage Organs, etc.) that I paid for before, in Native Access on my Macbook; even though it's visible and usable in Native Access on my desktop computer. Why can't I access these products? Why do such products not work on various devices? Why does Native Instruments store products that are not available on all devices, even though they say it is available?

    I would like to remind you that I am quite a lot glad for Machine and Native Instruments. I am pleased to you to inform me of these complicated issues as soon as possible.

    Best regards

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 7,045 mod

    @PixelGates I see you contacted my colleagues about your issues, they will get back to you as soon as possible.

  • uprise production
    uprise production Member Posts: 1 Newcomer

    I haven't used my machine micro how do I get started again using a Mac Pro?

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 7,045 mod

    @uprise production You might want to make a dedicated post, with some more details, maybe in the Maschine subforum? Or you can contact our Maschine specialists here:

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 7,045 mod
    Answer ✓

    Closing this thread as everyone is posting here for different reasons. There is no live chat at the moment. Please either make a post about your issue in the section it belongs or contact our support here:

    Here is how to navigate support: How to Contact NI Support

This discussion has been closed.
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