Customer Service / Traktor Pro Plus subscription

KarimS

I am very confused about the customer service here. I purchased Traktor Pro 4 and I confirmed with Native Instruments that I would no longer be charged for a Traktor Pro Plus subscription, but that my pro plus features would continue working until December 2024.

I now find out that I've been charged for another year of Traktor Pro Plus, this is after I've paid $109 to upgrade to Traktor Pro 4? I have no way of raising a ticket to Native Instruments to ask them what's going on. All their 'customer support' links basically take me back to my own account.

Can anyone guide me how to actually get an explanation from NI:

When will the bug with Traktor Pro 4's remix decks get fixed

Why am I being charged for Traktor Pro Plus even after I was told this would not happen and I've already paid $109 to upgrade to Traktor Pro 4 (which doesn't work due to the remix decks bug)?

Jeremy_NI

Hey all, some clarity on the topic here: Traktor Pro Plus ABO

mykejb

This has happened to quite a few people, so I'm assuming it's something that's being looked at. I'm not sure if refunds will be done automatically or if you'll need to contact support. @Jeremy_NI will probably know for certain.

Jeremy_NI

@KarimS We're investigating the issue. There seems there was some misunderstanding and miscommunication around the end of Traktor Pro Plus and Traktor Pro 4. I've reached out to the responsible teams for clarification. Will get back to you ASAP when I get feedback.

If anyone else wants to cancel their yearly subscription and get a refund, please get in touch here: https://bit.ly/n1orders

Also trying to get some clarity regarding the remix decks bug you mention.

KarimS

https://community.native-instruments.com/discussion/comment/175348#Comment_175348

Resolved - thank you.

Karim

Jeremy_NI

https://community.native-instruments.com/discussion/comment/175647#Comment_175647

That's great to hear!

Regarding the remix decks issue, it's on the radar, currently under investigation. No ETA for a fix yet.

btong1

I have the same problem, bought Traktor 4 and now my subscription was newly charged. I will try to contact the support.

Jeremy_NI

Hey all, some clarity on the topic here: Traktor Pro Plus ABO