Cancelling an unfulfilled order? No product in Kontakt.
Answers
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To be frank, I’m over this whole ordeal. I have no idea about Access this or Kontakt that. All I know is that I created an account that I purchased a VST on and that I’m sitting on that account right now with my Midi in my hands waiting for someone with a pulse over at NI to open my ticket.
No amount of detective work will solve this considering there are no NI folk sitting here to even see this and forward it to someone, not sure what I expected.
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Isla
Fair enough. Just as long as you now know why things are - the way they are.
The detective work (for me) is obvious (and complete).
If you would have logged in to the NI Shop with whatever NI account you were in for that Native Access screenshot - when buying Claire - you would have been enjoying Claire now - instead of dealing with this thread.
VP
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Too bad it didn’t exist when I was buying it 🥲
You’d think they are making you fill out a bunch of info for an account so they can instantly attach the key to it, guess not.
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Well - here's how it goes (and I just tested this).
- Logged out of my NI account
- Closed my browser
- Went back to the NI Shop and confirmed I am not logged in
- Went to the current Sale area and popped Session Guitarist - Electric Storm Deluxe into the Cart
- Clicked Checkout
6. Instantly was presented this this screen:
Entered my NI Account email (2) and my NI Acct password (3) and I am good to go.(5)
You must have not noticed any of this and hopped right to (6) - which is why you have the issue you have.
This could not be more clear, concise or logical.
And while I do not doubt that "they" will process Claire against your new account - I can only assume it takes more steps to complete this (like a 100% guaranteed verification email for any new account) before Claire will actually be fully registered.
All I am showing is - you clearly had an NI account already (and most likely had it well before buying Claire) - you proved that to us with your NA screencap. (Which of course - is logically missing Claire)
Why you did not enter this existing NI Acct email and password into my screencap up there - is unknown. But that is the reason for this issue.
VP
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I just don't understand how this is such a big point of contention. Even assuming there was somehow an account that NA loaded that free library from into itself on installation, I just don't see how me signing up for a new account and buying something with it leads to me waiting a week for the activation key and a 3-page community post just because there was an account that I didn't log into for a purchase and instead created a new one?
I get the theory that I might've bought it using some phantom MGS multi-verse account, which is why I'm on my 19th comment and 3rd cup of tea and no VST.
Except, I'm using the same computer used for that purchase. Same browser, same everything and I can see clear as day credentials saved for this account right when I was making the purchase and it's the only one that shows up in my password manager.
And I remember like it was yesterday, Stripe giving me an error message after it completed the purchase, telling me that there was an error but since the purchase went through to expect an email that never arrived. Which is why I find it hard to believe that this isn't anything other than NI/Stripe's mess up that gets aggravated by the non-existent CS.
Although I do appreciate you going through the trouble of getting those screenshots made.
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"Even assuming there was somehow an account that NA loaded that free library from into itself on installation, I just don't see how me signing up for a new account and buying something with it leads to me waiting a week for the activation key and a 3-page community post just because there was an account that I didn't log into for a purchase and instead created a new one?"
Because signing up for a new account has steps. Steps that may have not yet been completed. Maybe some steps that need to be done on the backend that require human intervention and that human is enjoying a few days off for the holidays.
Do not assume at all - that entering some account data while placing an order puts you on the straight and narrow for immediate action like a user that has had an NI account for 15 years.
And even if it did work flawlessly during the purchase - if you entered acct data that differs from the one you used for the NA screencap - the damage is done - you now have two NI accts - each with their own product mix.
All I am saying is - this all could have been avoided by simply using your existing NI Acct. You would have received a VERY fast automated response to your purchase, Claire would appear moments later in your NI acct and you would be rocking now - without this painful thread.
And to your first point about the NA screencap - none of that is possible without an existing NI Acct. Native Access does not launch, cannot load or display Komplete Start automagically or do anything at all - without a valid NI Acct login.
Whatever account you were using for that screencap - is active and legit and has product connected to it. Claire could have logically been connected to it as well.
Hope you get it sorted.
VP
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Sounds like quite an insane take if I’m being honest. If things are so bad at NI that a new account buying something turns into a clown show then maybe they shouldn’t allow new accounts to place purchases?
Like I said, I quadruple checked everything. NA is connected to this account. For all I know is they preload free libraries on new versions of NA, but even assuming that it’s my phantom account sitting inside of NA right now. The phantom account that I bought Claire for…. Shouldn’t Claire show up in my Kontakt then? lol
Stripe literally tells me there was a mess up, yet that’s definitely not the case. Right? Right.
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"For all I know is they preload free libraries on new versions of NA, but even assuming that it’s my phantom account sitting inside of NA right now. The phantom account that I bought Claire for…. Shouldn’t Claire show up in my Kontakt then? lol"
If you are telling me you clicked "Sign Up Now (in my screencap above) - instead of logging into your "phantom" account (per my screencap) above - then I can only assume you have now created a duplicate account and that's where Claire is right now.
The very absence of Claire in your NA screencap - tells me all I need to know. If - during your Claire purchase - you logged into your account - instead of clicking Sign Up Now - I think this would have all been avoided.
When I purchased the Buy One (get Two Free) Expansions on Dec 10 - because I was logged in when doing the buy - I literally got an email 15 seconds later and was installing in NA less than a minute later.
The NI Shop is super slick and super automated as long as you are logging in with a valid NI account. But in your case - there are some massive disconnects - all starting with the creation of what I still believe is a dupe account during your Claire buy.
And one more time - Stripe has nothing to do with this.
VP
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We’re walking in circles. I suggest we wait for NI’s response. We might get it by the next election.
Once again, happy holidays
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We’re walking in circles. I suggest we wait for NI’s response
You are absolutely tight , great idea 🙂
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Much appreciated, Jeremy.
Have a great day!
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