Haven’t got the serial number for Spotlight Ireland (Upgrade)

Vivasswan

Hello! purchased Spotlight Ireland (Upgrade). It’s been more than 10 hours but haven’t got the serial number yet. Please help. The reference number in my confirmation mail which I can post, if at all.

Maciej Repetowski

if you had an account at NI prior to purchase, the license should be deposited in your account automatically. All you need is Native Access 2 and it should be there.

If you didn’t have an account prior to purchase then you need to contact Support.

Vivasswan

is that true? But I think the purchase I made before this had an email with the serial number included in the email body. Well, that’s what I think but I am not sure. Let me check.

Maciej Repetowski

If your purchased product is not present in NA, then indeed you will need serial number in email and then to add this serial in NA in order to download and install your library.

Probably best to contact Support anyway.

Vivasswan

Yes, I checked the product is not present in NA. I only got the email in which they gave the reference number of the order but have't got the product available for the download email, with the details mentioning at least the serial number's already deposited to the account. Or the email with the serial number. The chat is taking really long time and no one's responding. Don't know why.

Vivasswan

Hello Maciej! I just checked the "My Orders" category and in the "View Details" corresponding to the Spotlight Ireland, next to the status it shows "Under Review". I don't understand why. I already paid & the paid price included, with the taxes.

edbrsk

Hi @Vivasswan did you pay with credit card or with PayPal? Same happened to me… I opened a ticket. It's super annoying how NI works… I bought Neural DSP plugins, GGD, etc and all of them immediately download was available, but with NI I had this issue before already… see this other discussion. Let's see if someone replies… last time @Jeremy_NI helped on that a lot…

https://community.native-instruments.com/discussion/19225/technical-issue-affecting-some-orders-placed-between-nov-22-27-2023

Vivasswan

I paid thru Paypal @edbrsk. It took 3 more $s than the price. Well, that's the taxes anyway.

Maciej Repetowski

https://community.native-instruments.com/discussion/comment/157789#Comment_157789

That would explain why you haven’t got the serial yet.

Does not explain why it’s under review, though.

Vivasswan

I don’t understand but what would explain I haven’t got the order ? Would you explain ? You meant paying thru PayPal?

Maciej Repetowski

Yeah. Depending on a bank PayPal account is connected to, there can be a delay of up to 7 working days before the money is physically at NI account.

For example with my bank (HSBC UK), it takes 1-2 working days to clear the transaction. I first see “upcoming” and then “pending” and then “completed” on my account with them when I pay with PayPal.

Vivasswan

ok you mean you see that on you NI account of the PayPal ?

Vivasswan

sorry, I mean if you actually see those status messages on your PayPal account or your NI. Thanks. On the other hand is it ok to post my reference number here coz no one’s responding in the chat.

PoorFellow

https://community.native-instruments.com/discussion/comment/157843#Comment_157843

Jeremy_NI doesn't need the reference number but lately he has been forwarding such issues to N.I. Purchase Support and they are the ones that deals with it

Jeremy_NI

@Vivasswan My colleague replied today at 13:42 (Berlin time) and said the following:

We are very sorry for the delay on this. An error during the automated order process has to be fixed manually. Our team is currently looking into it.
 
Please accept our apologies for the inconvenience.
 
Please reply to this email if you don't receive your order within 24 hours.

Vivasswan

Hello @Jeremy_NI ! Yes, Cassandra from NI email and said exactly that but making sure the issue is being resolved & I get the serial number. Please sort this out ASAP. Thanks.