Serial number problem

Hello,
I bought a bundle containing Komplete 15 ultimate but I can't activate it in native access. When I enter the serial number native access displays this message: “your account is missing the base product for this serial”. As a result, I can't access any of my products, even though I've purchased them. If anyone has a solution, I'd love to hear from you.

Capture d’écran 2025-03-04 à 17.54.41.png

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Accepted answers

Vocalpoint

Unless you purchased a FULL version of K15 Ultimate - this specific SKU requires a qualifying product to be present in your NI acct in order to allow this serial to be added to your account.

By the looks of things - you do not have said product.

These are the products that qualify for a K15 ULT upgrade and at least one must be present in your NI account:

It is also critical to understand that the NI Shop WILL display warnings about what you need to qualify right before you press the Buy button.

But it will not stop you from spending your money - even if you choose to ignore the warning about actually having a qualifying product.

And - also of importance - if you purchased via the NI Shop - there is no need to enter serials in Native Access - that would be done at time of purchase.

If you do have any of the product listed above - you will need to contact Sales Support for a refund.

All comments

Vocalpoint

Unless you purchased a FULL version of K15 Ultimate - this specific SKU requires a qualifying product to be present in your NI acct in order to allow this serial to be added to your account.

By the looks of things - you do not have said product.

These are the products that qualify for a K15 ULT upgrade and at least one must be present in your NI account:

It is also critical to understand that the NI Shop WILL display warnings about what you need to qualify right before you press the Buy button.

But it will not stop you from spending your money - even if you choose to ignore the warning about actually having a qualifying product.

And - also of importance - if you purchased via the NI Shop - there is no need to enter serials in Native Access - that would be done at time of purchase.

If you do have any of the product listed above - you will need to contact Sales Support for a refund.

PoorFellow

As already pointed out by VocalPoint then you need to contact N.I. Purchase Support and ask for a refund if you bought a product that you do not qualify to use.

In case that you need guidance contacting support : Please read : how to get support !

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