Registration Issue due to HW serial deletion and sharing

LQL
LQL Member Posts: 3 Newcomer
edited December 12 in Social Club

Hello everyone,

I am in need of assistance regarding a serious issue with my Native Instruments license registration process.

Initially, I contacted support to inquire about transferring my licenses after encountering a transfer issue that required a base product. In an attempt to help, the support representative manually deleted my licenses to allow for reactivation. Unfortunately, this action caused a major problem because it was done without confirming my intention.

In photos of my A49 keyboard, shared on a second-hand platform, the hardware serial number was visible. This led to an unknown person registering my licenses, which I only discovered when my buyer reported they couldn't register the serial numbers.

I promptly contacted support, providing evidence and explaining the situation. I pointed out that a normal transfer request would generate a unique transfer ID, ensuring a secure transfer. However, deleting my licenses and allowing them to be reactivated exposed them to unauthorized registration, unless a new serial number is issued.

Regrettably, after reaching out to support and explaining the problem, I have not received a response for three days. I've tried multiple channels to contact them without success. This is very frustrating, and I am unsure how to proceed.

Has anyone else experienced this, or does anyone have advice on how to get a response from support or rectification for this issue? Your help would be greatly appreciated.

Thank you!

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Best Answer

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,047 mod
    Answer ✓

    Hey @LQL I found your ticket in our system, the issue seems to be a little complicated, rest assured that my colleagues will get back to you and will do their best to try and find a solution. My colleagues are extremely busy at the moment, it's the busiest sales season of the year, this isse being more complex than usual, the delay in the answer is to be expected. Thanks for your patience.

Answers

  • PoorFellow
    PoorFellow Moderator Posts: 4,894 mod
    edited December 12
    https://community.native-instruments.com/discussion/39890/license-registration-issue-due-to-manual-deletion

    If you have shared photos online with the hardware serial number visible then I imagine that it can be somewhere between very hard and impossible for support to get you out of your trouble since they will have a very hard time discerning what is what.

    All I can do for you is to call for @Jeremy_NI and ask : could you make an assessment of the problem here to attempt to have determined if there is any way to get out of the situation described.

  • Sunborn
    Sunborn NKS User Library Mod Posts: 3,088 mod
    edited December 12

    @LQL 3 days might not be enough, as we are in the cyber sales season and the amount of requests are huge, but if they do not contact you until tomorrow, then expect a response on Monday probably (weekends are not working days), unless Jeremy can provide you a faster response. :-)

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,047 mod
    Answer ✓

    Hey @LQL I found your ticket in our system, the issue seems to be a little complicated, rest assured that my colleagues will get back to you and will do their best to try and find a solution. My colleagues are extremely busy at the moment, it's the busiest sales season of the year, this isse being more complex than usual, the delay in the answer is to be expected. Thanks for your patience.

  • LQL
    LQL Member Posts: 3 Newcomer

    @PoorFellow

    I acknowledge that there was some oversight on my part regarding the visibility of the serial number. However, I believe that a one-time activation code, once used, should not be susceptible to reuse, especially since it is physically tied to the hardware. Anyone who accesses the device could potentially misuse it, and detailed product photos are essential for second-hand sales.

    More importantly, support did not consult me before taking action. I am grateful for their attempt to help, but it would have been preferable to confirm this approach with me beforehand. Given the choice, I would have opted for a more secure license transfer method using a transfer ID.

    Thank you for your understanding and support.

  • LQL
    LQL Member Posts: 3 Newcomer

    @Jeremy_NI

    Thank you for your message and for taking the time to address my concerns. Please forgive my anxiety; both my buyer and I have been quite troubled by this issue. Receiving multiple emails without a response has been stressful, but knowing that it is now being looked into gives me reassurance.

    I understand how busy this season must be for your team, and I sincerely appreciate the efforts being made to resolve my case. Your attention to this matter is greatly appreciated, and I am grateful for your support.

    Thank you once again for your dedication and assistance.

    Best regards,

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