our account is missing the base product for this serial

KGW

Hi there , I just bought TRAKTOR PRO 4 for my new Mac OS 14.5. I went put the new serial number in to register the software and it came back with " your account is missing the base product for this serial" . Please what does this mean and what should I do?

thanks so much

KGW

lord-carlos

In that case I would contact support: https://support.native-instruments.com/hc/en-us/articles/360014498698-How-to-contact-NI-Support

lord-carlos

Did you buy an traktor 3 to traktor 4 upgrade? The one for half price?

If yes, are you sure the account in native access is the same account that also owns traktor 3?

ilove1981

In your other thread, you stated "I just updated my email address and now my order history has disappeared and past register products" so I'm guessing @lord-carlos is spot on here; you don't have a Traktor 3 licence associated with your account to apply an upgrade licence to.

lord-carlos

In that case I would contact support: https://support.native-instruments.com/hc/en-us/articles/360014498698-How-to-contact-NI-Support