New X1 added serial and no Traktor Pro 4

NoheroUK

Hi,

I've purchased an X1 Mk3 and it was advertised with Traktor Pro 4 included. I've added the serial number and only see Traktor Pro 3, which could possibly be my existing version I already own. How do I get the Traktor 4 install?

Thanks,

maniacintosh81

Had a similar issue with my S4 Mk3 registered yesterday. You'll have to contact support. I am sure they will sort it out. They did for me.

NI website → Support → Purchase & Account → Account support → (scroll down) Contact Support → Contact NI support.

maniacintosh81

Yes, got a mail confirmation which quoted my entries into the form. Contained a link to my support ticket and its number also.

You checked your span folder?

maniacintosh81

Had a similar issue with my S4 Mk3 registered yesterday. You'll have to contact support. I am sure they will sort it out. They did for me.

NI website → Support → Purchase & Account → Account support → (scroll down) Contact Support → Contact NI support.

NoheroUK

brilliant, thank you. Did they just add the license for you?

maniacintosh81

As hardware was registered fine in my account and I just didn‘t got a Traktor licence for it (either 3 or 4) in my account: Yes, they added „Traktor Pro 4 Upgrade for HW“ with serial. After that I could install it via Native Access 2.

NoheroUK

OK, that sounds great cheers.

Out of interest did you get an email confirming your support request? I didn’t after completing the support form.

maniacintosh81

Yes, got a mail confirmation which quoted my entries into the form. Contained a link to my support ticket and its number also.

You checked your span folder?

NoheroUK

wasn’t in spam, I’ve resubmitted and now have an email.

Thanks for the help

dj oquendo

https://community.native-instruments.com/discussion/comment/166609#Comment_166609

https://community.native-instruments.com/discussion/comment/166593#Comment_166593

Hello, can you send me the direct link to the service because the same thing happens to me, thank you

maniacintosh81

Just go to the NI website and follow the given path. You need to accept cookies and have to be logged in with your account.

NoheroUK

https://support.native-instruments.com/hc/en-us/sections/18115022767005

dj oquendo

https://community.native-instruments.com/discussion/comment/166604#Comment_166604

hola saludos desde colombia pero como lo hiciste tenias otra cuenta aparte con traktor pro 3 ??

dj oquendo

cuanto tiempo tardan en responder el correo amigo

Cheenis

https://community.native-instruments.com/discussion/comment/166604#Comment_166604

How long did this take to get a response?

I contacted them on Sat morning, but I'm guessing they have not been in over the weekend, but I'm wondering what response times are like? I bought a X1mk3 last week and registered it last weekend (I already have traktor pro3 through my Z2 and S8)

I'm hoping that they will honour the upgrade, otherwise I'll have to return the unit back to the shop whilst I can still return it and then order another one. It would just be money for the postal service and would probably hurt the shop I bought it from. Zero win. I like to think NI will do the right thing.

Heisenberg

https://community.native-instruments.com/discussion/comment/166645#Comment_166645

Please write in English in this forum so that everyone can understand.

The Support will get in touch with you soon. It was just the weekend in Germany, now the new week has started and support will certainly process the emails.

maniacintosh81

According to my Traktor Pro 4 licence issue I opened a ticket late afternoon/evening in Thursday and got a reply on Friday around midday.

Another issue few weeks earlier took a werk until I got a reaction. I think it depends on number of requests and the issue itself. Don‘t forget that in vacation season may be not as many supporters in as in the rest of the year.

Cheenis

Thanks for responding. Fingers crossed it'll get an answer within the week. I suspect they got a load over the weekend too with people trying out the new software. I'm about to go on holiday and will be off grid for 3 weeks so I was hoping to get hold of it so I can play and learn whilst away. I'll do my best not to explode with impatience before they respond :)