Inquiry about Purchased Product Not Showing on My Account

SSSJJJ

Hello Native Instruments Support Team,

I recently purchased [native bundle], and it is visible in Native Access. However, my Native Instruments website account does not reflect this purchase. I would like to upgrade the product, but I am unable to do so because my account does not show that I own it.

Could you please assist me in resolving this issue or guide me on how to proceed with the upgrade? If you need any additional information (e.g., purchase receipt or order number), please let me know.

Thank you for your help, and I look forward to your response.

PoorFellow

https://community.native-instruments.com/discussion/41650/inquiry-about-purchased-product-not-showing-on-my-account

Such problems is usually caused by not being logged in to the correct account , so make sure that you are logged into the correct account on both web page and in Native Access. You should be able to see any serials connected with your account on the MY PRODUCTS, SERIALS, AND DOWNLOADS page , listed as either Not registered or as Registered Products.

If you have already registered the serial in Native Access using another account that you have no longer access to then you will have to ask Account Support Check this article "I Have No Access to My User Account"

Otherwise then all account questions are handled exclusively by N.I. Account Support

In case that you need guidance contacting support : How to contact NI Support and How to get in touch with our Customer Care

Mert_NI

https://community.native-instruments.com/discussion/41650/inquiry-about-purchased-product-not-showing-on-my-account

Hello SSSJJJ,

Yes as PoorFellow said, logging in to the correct account can help you to solve that.

If you are sure that you login with the coorect account, then these issues are mostly cosmetic issues and if you are sure that you have the base product surely, I would kindly suggest to go on with the purchase disregarding what the page shows and everything should work correctly. If anything else happens after the purchase, you can always return the product in the first 14 days requesting it from the support.

I hope this helps☺️

PoorFellow

https://community.native-instruments.com/discussion/41650/inquiry-about-purchased-product-not-showing-on-my-account

Such problems is usually caused by not being logged in to the correct account , so make sure that you are logged into the correct account on both web page and in Native Access. You should be able to see any serials connected with your account on the MY PRODUCTS, SERIALS, AND DOWNLOADS page , listed as either Not registered or as Registered Products.

If you have already registered the serial in Native Access using another account that you have no longer access to then you will have to ask Account Support Check this article "I Have No Access to My User Account"

Otherwise then all account questions are handled exclusively by N.I. Account Support

In case that you need guidance contacting support : How to contact NI Support and How to get in touch with our Customer Care

Mert_NI

https://community.native-instruments.com/discussion/41650/inquiry-about-purchased-product-not-showing-on-my-account

Hello SSSJJJ,

Yes as PoorFellow said, logging in to the correct account can help you to solve that.

If you are sure that you login with the coorect account, then these issues are mostly cosmetic issues and if you are sure that you have the base product surely, I would kindly suggest to go on with the purchase disregarding what the page shows and everything should work correctly. If anything else happens after the purchase, you can always return the product in the first 14 days requesting it from the support.

I hope this helps☺️