Why is NI preventing me from registering my paid for software

Clayton
Clayton Member Posts: 2 Newcomer
in Native Access

I have paid for Massive, Kontakt7, Guitar Rig 6 Pro and a host of other NI software. However, after I stopped the Native Access Subscription, last year, I have been unable to access any of my paid software. I have contacted Native Instruments and they have not been very helpful. Rather than giving me access to my paid account they have provided articles, which do not solve the issue of my account access. Where else can I go to - to find some redress and to be able to access my account?

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  • chk071
    chk071 Member Posts: 558 Pro
    edited September 2024

    "I have been unable to access any of my paid software"

    What exactly does that mean?

    "Rather than giving me access to my paid account"

    What does this mean? There is no such thing as a "paid account". Accounts are free, but, you pay for the software licenses for NI's plugins, of course.

    And, first and foremost, why do you think anyone here would be able to solve your problem rather than NI's support?

  • Mert_NI
    Mert_NI Customer Care Posts: 604 mod
    Answer ✓
    https://community.native-instruments.com/discussion/35590/why-is-ni-preventing-me-from-registering-my-paid-for-software

    Hello Clayton,

    The best way to solve this issue is reaching out the support team directly. Even though you have mentioned that you tried to reach but there were only articles, I would kindly suggest to try to request a support ticket or open a chat support using this link below:

    https://bit.ly/NI_support_NA

    So our team will help you to solve this issue as soon as possible.

    I hope this helps☺️

  • Clayton
    Clayton Member Posts: 2 Newcomer

    I have already reached out to NI. They asked for a picture of the issue which I sent to them. This is now going on for months! They have provided meaningless responses that do not tell me how to access my paid software. Surely there must be others experiencing this!?

  • Ojustaboo
    Ojustaboo Member Posts: 332 Advisor
    https://community.native-instruments.com/discussion/comment/176110#Comment_176110

    Guessing, I think they are saying that they originally bought some of NI software. Then they decided to sub to NI's 360, they've cancelled their 360 sub but find they no longer have access to their original software that they bought.

    But as you say, nothing any of us can do, they need to contact their support. I think written English is a barrier here and they might not be conveying their problem properly to NI

  • Vocalpoint
    Vocalpoint Member Posts: 2,897 Expert
    https://community.native-instruments.com/discussion/comment/178199#Comment_178199

    Maybe do a screencap of Native Access and show us why you think you cannot register your software?

    If but if you had a sub - and then stopped it - you will not get access to anything. However if you had a sub and stopped it - BUT had standalone perpetual licenses for "other stuff" - not part of a sub - you should still be able to access that software.

    Sounds like maybe you need to "clean" off the subscription products and reinstall the licensed ones…

    VP

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