Error message from Native Access 2 when adding a serial number

sstoneAtTahoe
sstoneAtTahoe Member Posts: 3 Newcomer
in Native Access

"your account is missing the base product for this serial."

I'm installing KOMPLETE 15 COLLECTORS EDITION, an upgrade to KOMPLETE 13 which is registered.

Who do I talked to to get this resolved?

Answers

  • Vocalpoint
    Vocalpoint Member Posts: 2,822 Expert

    Where did you purchase K15 Collectors?

    And what exactly do you have listed in your NI Acct:

    Qualifying Base Products for Komplete Updates and Upgrades – Native Instruments

    VP

  • maniacintosh81
    maniacintosh81 Member Posts: 709 Guru

    The document linked by @Vocalpoint is a little bit misleading. It lists Komplete 8-14 (Standard) as qualifying product for Komplete 15 Collector's Edition. But at least if I want to buy such upgrade NI doesn't offer one. There is only a full version, an update for Komplete 12-14 Collector's Edition and an upgrade for users of Komplete 8-15 Ultimate. I expect that is the problem here: The upgrade to 15 Collector's Edition needs a registered version of Komplete 8-15 Ultimate in your account. And according to starting post you only have Komplete 13 (Standard).

  • Vocalpoint
    Vocalpoint Member Posts: 2,822 Expert

    "The upgrade to 15 Collector's Edition needs a registered version of Komplete 8-15 Ultimate in your account. And according to starting post you only have Komplete 13 (Standard)"

    This is what I thought as well.

    And you are right - that chart IS wonky. Many of those combos cannot be applied to a CE upgrade.

    VP

  • sstoneAtTahoe
    sstoneAtTahoe Member Posts: 3 Newcomer

    Here are my registered products:

    KOMPLETE 11 SELECT for KOMPLETE KONTROL KEYBOARDS

    KOMPLETE 11 ULTIMATE Upgrade K8-11

    KOMPLETE 11 Upgrade

    KOMPLETE 13 Update

    KOMPLETE 8 Players

    KOMPLETE AUDIO 6 HW

    KOMPLETE ELEMENTS MK2 Komplete Audio Edition

    KOMPLETE KONTROL S25 HW

    The unregistered upgrade is KOMPLETE 15 COLLECTORS EDITION Upgrade for KOMPLETE ULTIMATE DL (1)

  • Vocalpoint
    Vocalpoint Member Posts: 2,822 Expert
    edited December 2024

    That tracks - you do not have this product:

    KOMPLETE ULTIMATE DL (1)

    So the error is correct. None of these products your listed are an actual "base product" for a K15 CE upgrade.

    Any existing product tagged as "upgrade" OR "update" like these:

    • KOMPLETE 11 ULTIMATE Upgrade K8-11
    • KOMPLETE 11 Upgrade
    • KOMPLETE 13 Update

    Are not "base" products.

    You might consider contacting support as quick as possible to possibly get a refund or have them look this over - but as it stands - I do not believe you qualify for a K15 CE "upgrade" with this listing.

    And if you bought this via the NI Shop - not exactly sure how you were able to buy it either.

    The Shop would have clearly warned you before you hit the Buy button. Unless you were not actually logged in during shopping - but you would have been prompted to login when completing the purchase.

    VP

  • maniacintosh81
    maniacintosh81 Member Posts: 709 Guru
    edited December 2024

    According to another document (sorry always getting german versions of support documents) there is an upgrade from Standard to Collectors Edition. But I expect it isn't offered right now because the full version with 50% discount is currently cheaper as the upgrade with only 20% discount.

    https://support.native-instruments.com/hc/de/articles/360021171258-Upgrade-von-Komplete-Select-auf-die-Komplete-Ultimate-15-Collectors-Edition

    EDIT: @sstoneAtTahoe As you have a registered Komplete 11 Ultimate you should qualify for your upgrade anyway. Contact support, I hope they could sort it out.

  • Vocalpoint
    Vocalpoint Member Posts: 2,822 Expert
    edited December 2024

    "According to another document (sorry always getting german versions of support documents) there is an upgrade from Standard to Collectors Edition. But I expect it isn't offered right now because the full version with 50% discount is currently cheaper as the upgrade with only 20% discount."

    Correct. Saw this somewhere in the purchase area earlier today.

    VP

  • sstoneAtTahoe
    sstoneAtTahoe Member Posts: 3 Newcomer

    This is very frustrating. I bought this from the NI shop, offering it to me as a special upgrade given my purchase history. The shop shouldn't take your money for an invalid option.

  • Vocalpoint
    Vocalpoint Member Posts: 2,822 Expert
    https://community.native-instruments.com/discussion/comment/201172#Comment_201172

    The shop will not stop you from purchasing anything regardless of what you select.

    You will get warning for certain things that tell you that you need A or B to install this - but you can still proceed with purchase regardless. Like this:

    image.png

    I own K14 ULT and the shop is clearly telling me (1) what is "Best for me".

    BUT (2) - I can still select the that K15 CE "Update" tile - which the system is now warning me - will not work for me - since I do not have a K12-14 Collector Edition Base License in my Ni Acct.

    But I can still click Add to Shopping cart and pay $519.20 for it.

    The shop will even let me select that Full Version on the left for twice the cost - even if that "upgrade" is staring me right in the face for a much smaller cost.

    VP

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