How Does A Customer Get Help With NI

JamPro
JamPro Member Posts: 12 Member
edited October 2024 in Native Access

Hello. I have a problem with a purchase I made. I need to speak with someone in customer support or tech support.

There is no telephone number to call. There is no chat help. There is a Help Wizard, which was unable to assist with my problem.

How does one access help at NI?

Thanks.

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  • Novatorr
    Novatorr Member Posts: 2 Member

    same here, unable to get any assistance, not a great way to get into the NI environement to be honest

  • Kubrak
    Kubrak Member Posts: 3,083 Expert

    There is a Live Chat. I used it several times and it worked fine. Or you may open a Ticket for support.

    https://support.native-instruments.com/hc/en-us/articles/360005496978-Live-Chat-Support-for-Account-and-Order-Support-Topics

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,200 mod
    edited February 2022

    @JamPro I see that you finally managed to contact our support agents. They replied on friday evening. @Novatorr I see that you also managed to contact our agents and that you're in contact since Friday evening/Saturday. Thanks for your patience. Our chat is not open on weekends but it's live now.

  • soulpumpkin
    soulpumpkin Member Posts: 2 Newcomer

    I am having trouble reaching anyone from customer support, as well. I called the standard number (866-556-6487) and it says to call Customer Support number (323-870-8217), however, that just has static and then hangs up. Called standard number back and pressed "0" for operator, then the original recording comes on again. Never puts you through to anyone.

    I recently sold my MIKRO MKIII and I'm trying to transfer my license for the hardware (MASCHINE MIKRO MK3 HW) to the purchaser. The website is not working for the transfer, keeps saying there was an issue, and the chat function isn't up on the site.

    Who can help me?

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,200 mod

    @soulpumpkin We don't offer phone support anymore, it has been like this for a while. There is a dedicated support section on our website, you can find a link to it on the top of this very page. Here is a direct link, please submit your request here: https://bit.ly/NIsupport_RA

  • soulpumpkin
    soulpumpkin Member Posts: 2 Newcomer

    Thank you. That's where I was trying all the mentioned options.

    I selected your direct link and went through the same process again, however this time it worked. Maybe the system just had an issue yesterday. The transfer request went through this time.

    Thank you for your help.

  • IamSavoii
    IamSavoii Member Posts: 8 Newcomer

    I am also having a account issue with my order and though I paid money to NI I am unable to download my Izotope product because the email NI used to create an account with Izotope is broken and I am unable to login to Izotope to down load my product. I have not gotten a resolution. I need someone to actually help me get my product from NI or Izotope. None so far. No way to call and talk to person either.

    I have a ticket open with NI and with Izotope and still no solution.

    Here is the NI community post I created to get their attention so I can actually get my software:

    https://community.native-instruments.com/discussion/21391/izotope-login-and-account-access-not-working


    Someone please actually help me.

  • PK The DJ
    PK The DJ Member Posts: 2,139 Expert
    edited January 2024

    As I suggested in your earlier thread, and as stated clearly on the Native Instruments help pages, you need to log on to iZotope with your existing iZotope account details.

    It also clearly says on the Native Instruments help pages that accounts have not been merged yet, so they're two separate logins/accounts.

    https://support.native-instruments.com/hc/en-us/articles/4424725024273-How-to-Register-and-Install-iZotope-Products


    https://support.native-instruments.com/hc/en-us/articles/13434802668189-Notes-on-Merging-Native-Instruments-and-iZotope-Accounts

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,200 mod
    https://community.native-instruments.com/discussion/comment/126105#Comment_126105

    And you can contact Izotope's support here: https://bit.ly/Izo_support_purchase_account

  • FVXKFVCE
    FVXKFVCE Member Posts: 2 Newcomer

    Did this company get bought out by a bigger company in recent yearrs? The quality of service and software has gone down so much it's not even funny. For example I need to update my working version of maschine 2 and guitar rig 7. Won't install. Everytime I click on it try re try it just does the same thing and say installation failed. I have had to reinstall my software for maschine last year 4 times. Literally everything because the software refused to update or glitches and doesn't work right. I love the actual sampler, the progam maschine 2 is nice, but I got to say they must have chimps coding all of this stuff because it's just problem after problem lately. My advice is go akai and buy an mpc. Over look NiM in every way if you can because they don't even have a support line to help you out. Seriously disappointed with the quality of everything. I'm a musician, not a programmer and this ****** should just work right, capiche?

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,200 mod

    @FVXKFVCE We do have a support section on our website and you can get in touch

    Screenshot 2024-01-19 at 10.17.14.png

    I didn't find any request of you in our system, I would suggest to contact my installation specialists: https://bit.ly/NI_support_NA

  • Sheep Lane999
    Sheep Lane999 Member Posts: 4 Newcomer

    @Jeremy_NI I made 2 purchases of Neutron 4 and rx 10 on the 17th of January and now its the 20th and its been over 3 days and I've still not received any emails regarding download instructions and any order confirmation apart from the "Thank you for your interest in our products" email, it says that if I receive nothing in 2 days to get a ticket so i did that 2 days ago and contact but I've literally still not got no response at all.

  • Sheep Lane999
    Sheep Lane999 Member Posts: 4 Newcomer

    @FVXKFVCE absolutely spot on, I made 2 purchases and haven't received absolutely any emails regarding download instructions or nothing, it's been over 3 days and nothing.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,200 mod

    @Sheep Lane999 My colleagues from support have a lot of requests to process at the moment, their reply times are longer than usual, they will get back to you as soon as possible.

  • gberke
    gberke Member Posts: 1 Newcomer

    Hi Im trying to activate gui rig 5 pro on my new M2 computer at work and it say incorrect serial number and only stays in demo mode. my computer at home also now only stays in Demo mode. Recent download was 1/10/23. I need a new activaton code. The SN is 53157-93588-81331-50091-43355. my email is Gberke84@gmail.com

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