Bought software not displaying on your account purchases

IMAntylope

Hi everyone!

Sorry to spam it here but I'm still waiting for NI support to get back to me, and maybe you could help me out.

I bought guitar Rig 6 2 years ago and everything worked great, but then I format my laptop last week. Now, I can't seem to find any registers of Guitar Rig ever been bought. Of course, I still have my invoice and purchase emails but the software is not showing up on Native Access and, curiously enough, neither on my purchase list on the website.

And yes, the email of my NI account is the very same email where I received the invoice and download instructions.

Is there anything I might be missing or haven't tried out? Did anybody have any similar problem in the past?

Any help will be appreciated.

Cheers!

IMAntylope

Just a follow up: I was wrong; it was assigned to another email account after all. However, what completely threw me off was that the email I used for purchasing the product was a different one than the account the license was assigned to (have no idea how I manage to do that).

So, sorry for the mess up and thanks for the help

LostInFoundation

Does it appear in My products and serials under your account on NI website?

In this case try to add again the serial in NA

IMAntylope

Hi! Thanks for answering. Unfortunately, it doesn't (can't recall if it used to before tbh).

Regarding the serial, the NI instructions email explicitly says "We won't send you any serial number by email; we will do it for you so you don't have to input them manually". So I have no serial number of any kind (the plan backfired).

I know this could be easily solved by just chatting with a support representative but I can't seem to find a way to do it.

Anyway, thanks for the suggestion @LostInFoundation

Jeremy_NI

@IMAntylope My colleagues will get back to you soon, there is not much else that can be done as this requires private data.

Jeremy_NI

@LostInFoundation That won't help in this case.

IMAntylope

Thank you @Jeremy_NI

IMAntylope

Just a follow up: I was wrong; it was assigned to another email account after all. However, what completely threw me off was that the email I used for purchasing the product was a different one than the account the license was assigned to (have no idea how I manage to do that).

So, sorry for the mess up and thanks for the help

Jeremy_NI

@IMAntylope No need to be sorry, we're happy if we could help ;)