I purchased a Maschine Studio a little over one year ago. I liked it so much I boutht another...

Funny-Farm-Sound
Funny-Farm-Sound Member Posts: 6 Newcomer
in Maschine

That is where my problem began.

I purchased a Maschine Studio Bundle a little over a year ago. I liked the interface so much, I purchased a second, smaller Maschine "Groove Production package from an original owner on Ebay. I wanted a second unit to potentially perform with. The transaction is legitimate, in that I received the Item, all original packaging including software and a License transfer ID Number from the original owner and was able to install and test the unit on a second PC.

My question is that I have not seen evidence of the second Maschine unit on my account, and when I attempted to transfer the license/serial number from the bottom of the "newer" Maschine into my account via Native Connect I was informed that I was unable to do so.

On line help did not seem to cover this problem. Here is what I think happened: Since I already have successfully registered the Larger Maschine Studio unit (AC or USB powered) on the first computer, is that unit's DEVICE SERIAL NUMBER allowing me to install and use the second Maschine "Groove Unit" (USB only) on a second computer?

In other words, since I have all the "proofs of purchase" information from both my transaction with the original owner, and the actual second Maschine unit itself (i.e. the package, software and transfer ID number), how exactly to I register the Hardware so both units can be operated at the same time as though they were two different accounts?

Right now, I think the only thing that transferred to me from the original owner was software access not the hardware item - i.e. the second Maschine Groove Production Studio as a separate device/software package entirely? I ask this for two reasons - one I own two separate Maschine devices and software packages and if they are not two complete packages, I will not be able to transfer either or both of them to another user should decide to sell one or both devices. I truly hope I have made my case plain, and that there is a definitive resolution to be offered to me via this support request.

Thanks so much for reading this - I do have all the documentary proof of what I am describing, and was told to install the second unit to my only account with NI.

Answers

  • LostInFoundation
    LostInFoundation Member Posts: 5,098 Expert
    edited February 14

    I would write to Support opening a ticket

    When you add a second serial for a second device (in your case it’s the Transfer id, the serial under the unit will result as “already used”), both should appear in your account under My Products and Serials.

    At least this is how my multiple Maschine hardwares appear: 2 of them, even for same models, not only one

  • Funny-Farm-Sound
    Funny-Farm-Sound Member Posts: 6 Newcomer

    Thanks for the information. So do I open the support ticket via Native Connect? Or on some other website?

    I will try searching for how to open a support ticket, and check there. I understand the NI are cautious, they have fine product and Intellectual Property to protect. Just seems to me that it should be more seamless when a person has all the documentation.

    I looked for a telephone number to call, but there is no phone number listed for the USA location…

  • BIF
    BIF Member Posts: 1,078 Guru
    https://community.native-instruments.com/discussion/comment/211166#Comment_211166

    You could just save time by using the link @LostInFoundation gave you above. Then select the tile that says "Purchase Support". I don't know what "Native Connect" is.

    If you made a purchase and the purchase has actually been debited from your funding account, then I'm sure customer support will get things straightened out for you. Good luck!

  • LostInFoundation
    LostInFoundation Member Posts: 5,098 Expert
    edited February 14

    The link is this one:

    https://support.native-instruments.com/hc/en-us/categories/360000053657-Purchase-Account

    In previous post it was “hidden” in the sentence “write to Support opening a ticket”, but I do understand many don’t notice that type of link. Sorry ☺️

    I also suspect that, having bought a second hand unit and already having inputted the provided Transfer ID, the section Account Support is more appropriate (it also state it is for Licenses, second hand,…).

    Purchase support is probably for new purchases made directly in NI website

  • LostInFoundation
    LostInFoundation Member Posts: 5,098 Expert
    edited February 14

    But…reading again your post… did you even used the Transfer ID of the second unit?

    I ask this because you just name “software access”… but this would be available in your second computer’s Native Access even only with the first unit being registered (all your softwares will be available in NA in all the computers…and can even be installed on multiple computers, no need for multiple devices).

    If you haven’t, try to use it.

    How to do it:

    https://support.native-instruments.com/hc/en-us/articles/209566549-How-to-Import-a-License-Transfer-ID-to-your-NI-Account

    (I must say that maybe things have changed from this 9 years ago article: if I recall correctly, last time I registered a second hand unit I simply entered in NA the number previous owner provided me)

    If even this doesn’t work (specially if it tells you it is Invalid), check this article to see if it is useful:

    https://support.native-instruments.com/hc/en-us/articles/360000148717-My-License-Transfer-ID-is-Invalid

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