I own Komplete 13 Ultimate and can't upgrade to 15 Ultimate.

Louiekeys
Louiekeys Member Posts: 5 Newcomer
in Native Access

I own Komplete 13 Ultimate and can't upgrade to 15 Ultimate after I bought the upgrade. I do own 14, 15 standard. But I did have 13 Ultimate, therefore I should have the upgrade option?

Answers

  • Vocalpoint
    Vocalpoint Member Posts: 3,421 Expert

    What are you seeing (in the NI Shop) that makes you think you cannot update/Upgrade?

    Screencap would be helpful.

    And - see here for qualifying base products:

    Qualifying Base Products for Komplete Updates and Upgrades – Native Instruments

    VP

  • Louiekeys
    Louiekeys Member Posts: 5 Newcomer

    When I add the new serial, I get that the account is missing the base product for the serial.

  • Vocalpoint
    Vocalpoint Member Posts: 3,421 Expert
    https://community.native-instruments.com/discussion/comment/219013#Comment_219013

    Then you are missing the base product.

    Do remember - the NI Shop will allow you purchase anything out there whether you qualify or not.

    Whenever I buy anything - I make sure I am logged into my NI Account so the shop will not only give me the best price but also warn me if I do not qualify for a specific scenario

    Your only option is to connect with Sales Support and get a refund.

    VP

  • LostInFoundation
    LostInFoundation Member Posts: 5,145 Expert
    edited March 29

    If you are sure your Komplete 13 Ultimate is still in your account (you can check in NI website under your account/ My products and Serials) and you bought the right UPDATE (upgrade is when moving from a lower tier to an higher one), then there must be an error.
    Contact support if everything is correct and you still can’t use your serial.

    The things you can check to see if you made an error with your purchase are 2:

    • The bundles names slightly changed with the last version: Komplete 13 had an Ultimate and an Ultimate Collector’s edition versions. To use an update to K15 Ultimate your version must be K13 Ultimate (and not Ultimate Collector’s edition that, although being an “higher” version, doesn’t allow for that update path)
    • If you are sure you bought an UPGRADE (and not an UPDATE which costs a little less) you probably chose the wrong path, since, as said, upgrades are for moving from a lower version (but owning also 2 Standard versions also the “Upgrade for Standard” should be a valid path for you…something is strange…)

    To resume:

    With the products you say you own, only if your version of K13 was in fact Ultimate Collector’s Edition you don’t have the base product. If your K13 is “only” Ultimate, it should be the base product in case you bought the “Update” and K14 Standard or K15 Standard are both valid base products for the “Upgrade for Standard”.


    Another possibility is that you are not logged in Native Access with the right account.

  • Louiekeys
    Louiekeys Member Posts: 5 Newcomer

    It was the K13 Ultimate collector's edition.

  • Louiekeys
    Louiekeys Member Posts: 5 Newcomer

    I am logged in Native Instruments with correct credentials.

  • LostInFoundation
    LostInFoundation Member Posts: 5,145 Expert
    edited March 30

    As I said, Ultimate Collector’s Edition is not the same as Ultimate. Even if it is an higher tier version, it is not valid as a base product for an update to newer Ultimate version.

    So…there is no mistake in NA: you don’t have the base product.

    You can try to ask Support a solution, in order to buy the right product. In your case it will be the update to Komplete 15 Collector’s Edition or the upgrade to Komplete 15 Ultimate. For those you have the base product.

    Link to Purchase Support section: (remember to login at the bottom of the page in order to have access to the chat (during office time) or open a ticket)

    https://support.native-instruments.com/hc/en-us/sections/360000092537

  • Louiekeys
    Louiekeys Member Posts: 5 Newcomer

    Thanks guys.

  • LostInFoundation
    LostInFoundation Member Posts: 5,145 Expert

    You’re welcome 👍🏼

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