None of my old licenses show up in NI Access, and my new suggested update purchase can't activate

orchestral · 2025-03-21T12:12:22+00:00

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orchestral

I own Kontakt 3 and Reaktor 4
All registered serials showing up in my web account.
None showing up in NI access
Tried registered the serials in NI access. Getting success mesage over and over, but Kontakt 3 and Reaktor 4 never show up for download or as registered in NI Access.
I bought the suggested Update to Komplete 15, based on the valid (Green) license in my account of Reaktor 4 suggested as base product.
Now the update can't be registered either because missing base product (Reaktor 4)
All the Komplete products I install have a "demo" tag.

Please assist, thank you

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Accepted answers

Mert_NI

https://community.native-instruments.com/discussion/comment/217429#Comment_217429

Hello orchestral, I saw that you have created a support ticket and your request is getting escalated, so you should get an answer as soon as possible.

I hope this helps☺️

Mert_NI

https://community.native-instruments.com/discussion/comment/220552#Comment_220552

Hello orchestral, I checked your request and it seems like your ticket is still in the escalating process, I added an internal note about your post, so they should get back to you as soon as possible.

I hope this helps☺️

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Vocalpoint

To summarize:

Once a serial is registered to your NI Acct - you never need to enter it again. Entering it repeatedly in Native Access does nothing.
Your theory - yes I agree that Reaktor may have been valid for an upgrade in like 2013. But that does not mean it’s “hanging” around in the bowels of the website for 10 years. Your upgrade can only ever have come from Kontakt 1.5/3 update as that is the only thing you have that matters.
Connect with support and see if you can move forward or get a refund. These are the only options. Support will tell you if any of your existing product matter for a Komplete upgrade but I can almost guarantee it will not be because of Reaktor 4

Mert_NI

https://community.native-instruments.com/discussion/comment/217429#Comment_217429

Hello orchestral, I saw that you have created a support ticket and your request is getting escalated, so you should get an answer as soon as possible.

I hope this helps☺️

orchestral

https://community.native-instruments.com/discussion/comment/218444#Comment_218444

Thank you @Mert_NI, glad someone is looking into it. I'll be waiting! 👍

orchestral

https://community.native-instruments.com/discussion/comment/218444#Comment_218444

Quick update, I haven't heard anything back and the support dashboard has been on maintenance for about a week, I currently don't see my ticket or correspondence anymore. Wondering if all my attachments and screenshots are still there.

orchestral

@Mert_NI please let me know if this is still in progress, I got no response on my ticket yet and the whole support section is still under maintenance.

Mert_NI

https://community.native-instruments.com/discussion/comment/220552#Comment_220552

I hope this helps☺️

orchestral

https://community.native-instruments.com/discussion/comment/220598#Comment_220598

Thank you ! At least it didn't get lost somewhere. I'll be waiting some more…

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