None of my registered products are showing up on the NI website, and I'm losing access to them

graysonsolis
graysonsolis Member Posts: 1 Newcomer
edited October 2024 in Native Access

In December of 2021, I was gifted Komplete 13 Ultimate Collector's Edition. I got the physical version (installed via hard drive, which I will provide a picture for), and installed my software. It has worked like a charm for 2 and a half years. In this time, since everything was working well, I have lost the original serial number that came on the box, and have no record of the emails between me and Native Instruments. (I still have the same email address, so on their end, they very well may still have the confirmation email).

No matter, because through Native Access and downloading everything through there (and it registering these products to my account), and having the hard drive, I had enough evidence that I owned the software and had a backup plan in case something went wrong.

I was mistaken, as for some reason my software slowly started changing / uninstalling itself. My full Kontakt software had suddenly turned into Kontakt Player, I was unable to redownload certain products in my Komplete 13 package on Native Access, certain instruments were disappearing in Native Access, etc. So I look under my account on the NI website, and there is NOTHING there. No trace of any product that I registered and payed $1200 for. Now I'm stressed. I have tried, with no success:

  • Using Native Access 1 and 2 to see if my instruments show up in there at all
  • Downloading update packages from the NI website for stuff I own (website thinks I don't own them)
  • Using the "repair" option for missing instruments (doesn't allow me to repair)

I am a professional musician and composer; you can look me up at "graysonsolis" + ".com", not that this adds any credibility to my statement, however I use Native Instrument software for professional work and this whole fiasco is causing a lot of delays in my products I'm working on currently. I have already reached out to Native Instruments support multiple times, but despite providing as much proof as I possibly can, I have had nobody be able to help me and the ticket usually gets closed before any solutions are found. So far I have provided the following evidence and I am more than willing to provide even more over email to NI if they see this message:

  • Physical hard drive I installed the software with
  • My unique serial numbers for the products that are installed already that came with Komplete 13 (not sure how the serials are generated; if they are generated from the original serial number, it can prove that these installed instruments are uniquely mine from my Komplete 13 purchase)
  • Proof of me using these products (showing that they're all legit) in past streams I have done on my YouTube channel
  • Messages I sent and received about being gifted Komplete 13 Ultimate on various social media platforms and personal messages from years prior
  • My same email address that I set up my account with and registered all my products through

It's absolutely the perfect storm of unfortunate events. A problem on the Native Instrument's website backend, the fact that it was a gift and the gift giver is unable to access their debit card records, how I don't have access to the original box with the serial number on it, that Native Instruments is unable to find my email on record (their words), and how none of the evidence I provided is proof enough. Does anybody have any idea what I can do?? This is extremely important and I cannot seem to reach anyone at NI to help me.

NI Hard Drive Back.jpg
NI Hard Drive Front.jpg

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