Holiday Voucher issues...

iamadan
iamadan Member Posts: 9 Member


I'm trying to use the Holiday voucher today (NI-HOLIDAYS23-US) and I'm unable to. I had the cart ready with the voucher a couple of days ago and I think because I changed payment methods part way through, it removed the voucher and it not won't let me add it back. Maybe it thinks I used it? Even though I haven't? Does anyone have a solution to this? Can I set up another account, buy it and contact support to transfer it? I suspect NI support won't get back to me until it's too late based on past history on their support timing.

I'm trying to buy a couple of libraries that add up to over $100. The coupon still takes in my son's account (we checked), but I want it in my account.

Thanks!

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Comments

  • PoorFellow
    PoorFellow Moderator Posts: 1,705 mod
    edited December 2023

    Did you do something basic fault finding such as delete the cookies in browser ? Or instead try another browser ? (Vivaldi browser and Opera browsers suggested)(allow all cookies and use no plugins). Also you could try using a mobile unit , e.g. Pad or Tab.

    If such basic measures do not work then apart from trying another day then the only thing to suggest would be to contact Webshop & Orders support. I can't tell for any specific products but it is entirely possible that if you buy on e.g. your son's account and do neither activate nor use the products that you can then transfer the products yourself using the procedure described in the Buying or Selling a Native Instruments Product Second-Hand . But I couldn't guarantee that it works , only support can give guarantees !

  • iamadan
    iamadan Member Posts: 9 Member

    Thank you.

    I did try another browser on the same computer, a different computer, and my mobile phone (again on two browsers). The problem is definitely related to the account and not the browser.

    I am trying to figure out the alternative with my son’s account and I’m also hoping NI would take care of me if I tried to follow their own offer.

  • monophonK
    monophonK Member Posts: 1 Member

    I have the same problem. The browser crashed during the payment process. The order was then initially saved in the account with payment open. However, the voucher no longer worked, as you state that it can only be used once. Of course it's stupid if the order was not completed.

    I wrote to NI about this today but received no reply.

  • PoorFellow
    PoorFellow Moderator Posts: 1,705 mod

    @iamadan and @monophonK ,

    Since I am just another user and am not working for N.I. then I am not in a position to make promises on the behalf of N.I. .

    However I do know that N.I. representatives in similar previous situations have said that customer could get offer (if not trying to use voucher for stuff it could not be used for in the first place) if contacting customer service with details of purchase attempted and problem experienced before the offer ran out. But as written then I can not make any guarantees on behalf of N.I.

  • iamadan
    iamadan Member Posts: 9 Member

    Thanks @PoorFellow . I get that you're just a fellow customer (apparently a poor one, lol.).

    I may try getting my son to buy and transferring later just to be sure it works out, since that should work regardless, even if requiring more support.

    Thanks!

  • mykejb
    mykejb Moderator Posts: 888 mod

    @iamadan You'll probably need to contact support for the licence transfer because of this line in the transfer policy here - License Transfer: Why Is My Product Not Transferable? – Native Instruments (native-instruments.com)

    For technical reasons, serial numbers are automatically excluded from license transfer for 60 days after registration. In case you wish to resell the product before the 60 days transfer block, please contact our support team.

    -- Mike

  • iamadan
    iamadan Member Posts: 9 Member


    Buying on my son's account and taking the unregistered serials from his account and adding them to Native Access on my account immediately transferred them to me. Worked like a charm. Since my son wasn't planning to use the voucher, I effectively got my one use out of it. :)

    So, from this experiment, I learned that, until a serial is registered, the serial number itself can be added to Native Access on any account without a transfer. After registered on Native Access, the transfer process takes over (including the 60 day waiting period presumably).

    All the best!

  • PoorFellow
    PoorFellow Moderator Posts: 1,705 mod

    Yes, my general impression were also that it ought to work if you did not register/activate the serial and luckily it did ! Also, then even if it had not worked without having to contact customer service then if you neither activate nor use the products then likelihood is that you can also get a return on the purchase if you for some reason then regret !

    Thank you very much for the feedback !

  • Universon
    Universon Member Posts: 30 Member

    I'm in a similar/different position...

    My only solution would be to (it's an upgrade thing) transfer MY software over to another account, and then upgrade the other account... does anyone know how long it would take to transfer software to another account? Would that account need to be a different persons, or could that account be a second account of mine? (I'd have to start one)

  • mykejb
    mykejb Moderator Posts: 888 mod

    Thinking about it, I actually did that earlier in the year when I bought some stuff logged into a test account! Clean forgot duh !!!

    -- Mike

  • Kie
    Kie Member Posts: 4 Newcomer

    Also have a similar issue. Have tried clearing my browser data etc. No joy.

  • Kymeia
    Kymeia Member Posts: 3,501 Expert
    edited January 1

    I'm not sure if voucher is meant to be used with already discounted items? (I seem to remember reading that in another thread about this because I was also trying to use it to purchase something that was already on sale)

  • PoorFellow
    PoorFellow Moderator Posts: 1,705 mod
    edited January 1

    As I wrote elsewhere then the holiday voucher can be used with already discounted items. Problem more likely is that people do not take notice that the code is only valid for N.I. sounds and software so does not include third-party stuff sold by N.I. I just inserted this code shortly before posting this and it works just nicely and has not yet expired , at least not in my time zone !



  • mykejb
    mykejb Moderator Posts: 888 mod

    From all the other posts it looks very much like there's a bug in the website where if you try to buy something, get to a certain point then the web site has problems it "uses up" the voucher on your account.

    -- Mike

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