Can't buy Ozone 11 Advanced Upgrade - I own Komplete 14 STD

apollos
apollos Member Posts: 4 Newcomer
edited December 3 in Komplete General

Hi folks,

I'd like to buy the Ozone 11 Advanced Upgrade in the BF Sales. I own Komplete 14 Std which is the requirement you need in order to make the purchase.

Why do I get the message "Wrong license - you are not qualified for the crossgrade."

I don't understand that because the Komplete 14 license appears in my "registered products"-page.

Thank you in advance!

Oliver

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  • PoorFellow
    PoorFellow Moderator Posts: 4,831 mod
    Answer ✓
    https://community.native-instruments.com/discussion/39352/cant-buy-ozone-11-advanced-upgrade-i-own-komplete-14-std

    Why do I get the message "Wrong license - you are not qualified for the crossgrade."

    Where do you get that message ? If it is on this page here then it says "You do not qualify for cheaper pricing." (see screenshot below) and if that is the page and message then you ought to be able to safely ignore that message if what you have is a normal version that you bought e.g. from N.I. (that is not a NFR version) then you qualify for the cross-grade and the "You do not qualify for cheaper pricing." is simply like a glitch. Yes , that is annoying. But it is a simple warning to make you double check I think.

    If you need N.I. assurance prior to the purchase then please contact N.I. Purchase Support , In case that you need guidance contacting support : How to contact NI Support and How to get in touch with our Customer Care

    image.png

  • apollos
    apollos Member Posts: 4 Newcomer

    Thank you for your reply.

    Yes, it was on that page. Now I'm going to contact Support and try to get some assurance before clicking the buy button.

  • apollos
    apollos Member Posts: 4 Newcomer

    It's me again,

    unfortunately, I couldn't find any way to open a ticket or submit a request. On the pages you provided there are only FAQs and an AI Chatbot that could'n thelp me.

    I get the message "You do not qualify for cheaper pricing." on the first page where I can select the Full product or the Crossgrade. Later during checkout it says "Wrong licence etc."

    Could it be a problem that I own Komplete 14 Standard Update? Is the updated version a problem?

  • PoorFellow
    PoorFellow Moderator Posts: 4,831 mod
    https://community.native-instruments.com/discussion/comment/195058#Comment_195058

    On the pages you provided there are only FAQs and an AI Chatbot that could'n thelp me.

    Be sure to be logged in then simply choose or write did not help until you get through to making a ticket , In case that you need guidance contacting support : How to contact NI Support and How to get in touch with our Customer Care

    Could it be a problem that I own Komplete 14 Standard Update?

    As long as it is retail (bought in the N.I. store then it ought not matter) .

    But simply contact N.I. Purchase Support as described above and have them clear up the matter.

  • apollos
    apollos Member Posts: 4 Newcomer
    purchase support.jpg

    Thank you, PoorFellow, I really appreciate your efforts, but now I'll give up. Whatever I do, whatever I click on, no matter how often I write "did not help", I always get back to the page you can see in the attached file. No way to open a ticket - it is just a neverending circle of getting back to that page.

    And this bot really made my day.

    A pity, I really wanted to buy Ozone Advance.

  • PoorFellow
    PoorFellow Moderator Posts: 4,831 mod
    https://community.native-instruments.com/discussion/comment/195077#Comment_195077

    I will have someone help you , they ought to arrive tomorrow.

    @Jeremy_NI , could you please assist apollos in getting in contact with support to get the above problem sorted out ?

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 12,971 mod
    edited December 3

    @apollos You need to be logged in to your account to be able to access the chat, are you logged in? Do you see the chat box at all? Please check this article: https://bit.ly/NI_Support_How

    You can safely buy the upgrade. It's an issue between our different systems that gives this message on the website.

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