E-Voucher Not Working for Eligible Product?

MayhemTL
MayhemTL Member Posts: 3 Newcomer
in Komplete General

Per it's fine print: " all Native Instruments Kontakt instruments software downloads available at the NI Online Shop. It is not valid on updates, upgrades, crossgrades, edu licenses, hardware, NKS partner products, or products that are part of a special offer."

I settled on wanting to get Session Ukulele and it's saying that it is not valid.

  • Currently there is no sale, crossgrade or upgrade. Check.
  • It's a Kontakt instrument. Check.
  • It's not an NKS partner product. Check.
  • Not part of a special offer. Check.

Just to double check. Since it does say toward the bottom its a collab with so and so. Albeit the same as all the guitar and bass instruments so should be irrelevant. I checked with Session Upright Bass and Acoustic Sunburst (The other session instruments I don't have) and the voucher is valid on those products. I found someone else's list from a few months ago that had Ukulele as a valid product. So, I'm at a loss.

Any insight as to why it wouldn't work on Session Ukulele?

In the meantime I submitted a ticket.

Thanks.

Best Answer

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Answers

  • FIlipe
    FIlipe Member Posts: 31 Helper

    I’ve run into e-voucher issues before too, and it can be frustrating when all the criteria seem to match up. You’ve checked all the eligibility points, so it really should be working for Session Ukulele.

    One thing that has worked for me in the past was clearing my browser cache or trying a different browser altogether—sometimes, it’s just a glitch on the site. Also, make sure the voucher hasn’t expired or there’s no formatting error when you enter it.

    Since you’ve already submitted a support ticket, that’s the best move. They’ve been pretty responsive in my experience, and it could just be a temporary issue or an oversight in the system. Let us know how it goes—I hope they resolve it for you soon!

  • MayhemTL
    MayhemTL Member Posts: 3 Newcomer
    https://community.native-instruments.com/discussion/comment/181068#Comment_181068

    Thanks for the suggestion. I tried a different browser, still the same issue unfortunately.

    The voucher isn't expired. It's a new voucher from buying Kontakt 8. And I did try variations when I entered it just in case of a formatting error. So instead of a I, I tried a lowercase L for example. Still nothing.

    Oh well for now. Just gotta wait for their response.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,437 mod
    Answer ✓

    For any questions or issues related to vouchers please get in touch here: https://bit.ly/n1orders

  • kleody
    kleody Member Posts: 27 Member

    I have tried the same and am having the same issue - the support link from @Jeremy_NI is circular / offers nothing more than a pattern answer. I'm curious at this point how you actually submitted a support ticket? And, if you receive a response, I would love to find out which product(s) the voucher actually works for…

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,437 mod
    https://community.native-instruments.com/discussion/comment/187738#Comment_187738

    You need to be looged in to your account to let the chatbox appear. Here is an article explaining it: https://bit.ly/NI_Support_How

  • TomSynsongs
    TomSynsongs Member Posts: 57 Member

    Yep, also an issue with the "free instrument" coupon here, after registering a Komplete Kontrol Keyboard.

    Unfortunately, the support page drove me in circles and I am not sure, if the case has finally been forwarded. Funny enough, despite registering the keyboard to my account, logging in, using the code from the voucher, it says "not valid".

    Sadly, no playing with a new instrument over the next few days…

  • PK The DJ
    PK The DJ Member Posts: 2,263 Expert

    Don't bother telling us what product you were trying to apply the voucher to…

    It's probably something that's excluded. Did you read the T&Cs of the voucher?

  • MayhemTL
    MayhemTL Member Posts: 3 Newcomer
    https://community.native-instruments.com/discussion/comment/201360#Comment_201360

    It's been resolved. Someone in Customer Service was responsive. It took a few back and forth attempts. They said it was cause of this or that and should work and still wasn't working. Ultimately I believe they did something more direct with my account, adding and applying the discount on their end.

  • PK The DJ
    PK The DJ Member Posts: 2,263 Expert
    edited January 1

    I was replying to TomSynsongs…

    (your post was months ago, and you did name the product)

  • PoorFellow
    PoorFellow Moderator Posts: 5,536 mod
    https://community.native-instruments.com/discussion/comment/201358#Comment_201358

    Unfortunately, the support page drove me in circles and I am not sure, if the case has finally been forwarded.

    In case that you need guidance contacting support : How to contact NI Support and How to get in touch with our Customer Care

  • TomSynsongs
    TomSynsongs Member Posts: 57 Member
    edited January 3

    @PoorFellow Many thanks for your support and assistance, really appreciated - and a HAPPY NEW YEAR!

    It seems that my problem is related to something different: The NI homepage states "Get a free Kontakt instrument with A-Series keys" and since I needed one anyway, I took the chance and got it a week ago.

    NI issued the "free instrument" coupon, but trying to use it resulted in an error message. I thought that there might have been a typo somewhere (1 instead of i) and changed it - but that gave a different error.

    It seems (without properly knowing) that I cannot claim any of the instruments which have a reduced holiday season pricing.

    So I cannot get a 129 EUR instrument for free but have to wait until it is 149 EUR again. IMO there is really no logic behind this. I totally understand that those 25 EUR vouchers cannot be added to already reduced products (although this is somewhat questionable too), but not giving a cheaper instrument for free is strange, even more so given that there was no additional info available on this limitation, neither on the NI homepage nor at dealers in Germany.

    Now I will have to keep waiting and hoping that the code will work, once all product prices are back to normal.

    Cheers,

    Tom

  • PoorFellow
    PoorFellow Moderator Posts: 5,536 mod
    https://community.native-instruments.com/discussion/comment/201800#Comment_201800

    Thank you for the kindness 🙂 , and of course also best wishes for a happy New Year to you as well 🎆

    Yes , the vouchers can usually not be used for anything already discounted , updates, upgrades, crossgrades, edu licenses, hardware, NKS partner products, or Komplete bundles and upgrades/crossgrades. And with respect to the vouchers for small amounts , e.g. $/€ 25 then that means that they are not really of that much use where as the 'Free Kontakt instrument' IMO is really great even if one might have to wait a while to use it. Just don't forget to redeem it while it's still valid .

  • TomSynsongs
    TomSynsongs Member Posts: 57 Member

    Oh well, I can still not claim my free instrument despite prices being back to normal. No help available, no reaction to any support ticket. That´s really not how it is supposed to be.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,437 mod
    https://community.native-instruments.com/discussion/comment/202333#Comment_202333

    We are just out of a big sales special and the holiday season, our reply times are affected. My colleagues will get back to you as soon as possible and will take care of you.

  • TomSynsongs
    TomSynsongs Member Posts: 57 Member

    @Jeremy_NI Thank you VERY MUCH and still a very Happy New Year!

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