In your experience, how long does it usually take for Native Instruments support to respond to a support ticket?
Hello Timp410, normally you should get an answer in 24 hours maximum, this can change with the busyness in the edge cases but normally you should get an answer in the first day.
I checked your account and it seems like you have received an answer, so please check your email and reply to that email with the documents that my colleague asked so our team can help you to solve that as soon as possible.
I hope this helps☺️
I don't know. How long has it been?
I submitted the ticket yesterday around 1:00
My last support tickets were resolved in less than 24 hours. Opened tickets in the evening one day and solved next day before noon. These were about licence transfer/registering second hand hardware to my account. Therefore pretty standard requests. But also had tickets in the past that took a few days. I think it depends on what your ticket is about. If it has to be forwarded to an expert it may can take longer.
In general: Keep in mind weekends, business hours and holidays in Germany. A ticket submitted on Friday afternoon after close of business in Germany most likely won't get a reply before Monday after start of German business hours. There are also times with more requests like special sales and new product releases. In these times support may also need more time to get back to you.
As you opened you ticket just yesterday I would give it some more time at least till Monday.
I really appreciate you for answering my question. I just purchased a used Komplete Kontrol S88 keyboard. The serial Number has already been registered. I purchased a used Komplete Kontrol S88 MK3 keyboard from Guitar Center yesterday. I did not think about not being able to use it due the license already being registered. Guitar Center has no way of getting in touch with the original owner. The only option they gave me is to return it if I cannot get it registered. I don't need any of the content that comes with it because I own a S61 MK2 along with Complete 15 ultimate. I just want to get past the serial number screen so that I can use it
Thank you very much, I guess someone will help me soon. It's hard looking a this S88 MK3 sitting here and not being able to use it.
Hi Mert, it's been about 48 hours, as I submitted a ticket, and no one from NI has responded. I just paid for the Absynth 6 update, and when I downloaded the software, it is stuck in demo mode. I have spent hours and hours online to figure this out. It seems there's a licensing issue on NI's side. Any advise of how I can get this fixed?
it's been about 48 hours, as I submitted a ticket, and no one from NI has responded. I just paid for the Absynth 6 update, and when I downloaded the software, it is stuck in demo mode. I have spent hours and hours online to figure this out. It seems there's a licensing issue on NI's side. Any advise of how I can get this fixed?
Please notice that when you contact NI support then you will receive an AI auto-response and it is important that you answer this response to let NI know that you still need their assistance (look at the bottom of teir email). This is also valid in general , if you have a support ticket with NI then always respond to their emails as long as that you still need help , else the ticket will close.
Then also there are delays due to changes in NI Support system.
Quote Jremy_NI :
we have a lot of requests to process at the moment, plus the migration of our support system, it means our reply times can be a bit longer. after 5 business days you can check again with Riff, the chatbot the status of your ticket. Thanks for your patience.
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I've already done that, and it's now almost 2 weeks, still no response.
I will notify NI.
@brianjmark As mentioned in our private conversation, I've pinged my colleagues and they should get back to you as soon as possible.
I've sold a Maschine Mikro MK3 and my licence is not transferable because I bought it less than 1 month ago. I've opened a ticket the 15th of July and I'm still waiting for a reply. The new owner ask me the transfer number!!!
@Robgiro There are a lot of requests to process at the moment and some delays are to be expected. I couldn't find your ticket, that could mean you used another email address, do you have a request number so we can have a look?
Everything fine thank you
