How does one actually contact support?

_Baldman1

It's ridiculous that you pay for a product that is promised immediate download and then have no recourse when it can't be downloaded.

It's not like NI is some poor guy working on sample libraries in his basement. This company should have links to real customer support on every page!

I paid for two instruments and Native Access only gave me one of them.

Entering the serial into NA does nothing. Trying to reach Customer support is a circular activity that gets you nowhere but links back to the same page that does not have a link to Customer support.

I've spent literally thousands of dollars on NI products. You would think I could get a bit better treatment than this.

Mert_NI

https://community.native-instruments.com/discussion/37222/how-does-one-actually-contact-support

Hello _Baldman, as PoorFellow said, please use the link below:

https://bit.ly/NI_support_NA

and most importantly, please don't forget to log in to your Native Instruments account. This will show an additional button to create open a chat support by clicking the chat icon on the right bottom of your page:

Once you click this button, it should send you the chat support and after answering few question you will be directed to the first available agent, if there is no agent available at that time, the chat bot will create an automatic ticket for you and you will get an answer as soon as possible.

Please keep in mind that our agents are not working on the weekends and therefore, you will need to wait until Monday to get an answer if you create a support ticket or open a chat support on the weekend.

I hope this helps☺️

PoorFellow

https://community.native-instruments.com/discussion/37222/how-does-one-actually-contact-support

I paid for two instruments and Native Access only gave me one of them.

You neglect to tell what is your OS and what is your N.A. version and you didn't give any examples of what is missing.

Try checking the MY PRODUCTS, SERIALS, AND DOWNLOADS page to see if product is listed as Not registered or as Registered .

If product lists as registered then be sure to be using latest version of Native Access for your OS (unless you are using a legacy OS , Mac 10.15 and earlier / Win 7 downloads), else try resetting the Native Access XML file , look at section 8 here : My Product is Missing in Native Access.

Also Native Access will not show products that is not compatible with your OS as well as that legacy software might not show unless you turn on the 'Show discontinued products' in Settings. Also then a too old N.A. version might not show the newer software.

Trying to reach Customer support is a circular activity that gets you nowhere but links back to the same page that does not have a link to Customer support.

(Please follow below guide, only very few can not get in contact with support if following the guide)

Should your problem persist then please contact N.I. Native Access and Installation Support .

At the page N.I. Native Access and Installation Support be sure to scroll down to page bottom to see if there is a log-in request , if there is then log-in,then at next page again scroll down and small blue chat box ought occur within 15 seconds. Then write in chat box and when getting suggestions then select did not help when it didn't,that ought to bring you on to either chat with human or open a ticket. There has been introduced chat support for Native Access assistance (at least daytime on normal work days)

(You need to use a browser with Cookie , Security and Extensions settings that will allow for log-in on the page for the page to work)

Lack of page functionality could be a browser issue , so also try another browser with no extensions and all cookies accepted (my suggestions for alternative browsers would be e.g. Firefox, Chrome, Vivaldi browser and Opera browser , depending on what you do not usually use)

Please refer to the page : How to get in touch with our Customer Care

Mert_NI

https://community.native-instruments.com/discussion/37222/how-does-one-actually-contact-support

Hello _Baldman, as PoorFellow said, please use the link below:

https://bit.ly/NI_support_NA

and most importantly, please don't forget to log in to your Native Instruments account. This will show an additional button to create open a chat support by clicking the chat icon on the right bottom of your page:

Once you click this button, it should send you the chat support and after answering few question you will be directed to the first available agent, if there is no agent available at that time, the chat bot will create an automatic ticket for you and you will get an answer as soon as possible.

Please keep in mind that our agents are not working on the weekends and therefore, you will need to wait until Monday to get an answer if you create a support ticket or open a chat support on the weekend.

I hope this helps☺️