Komplete 10 ultimate-account missing base product error

DRMT
DRMT Member Posts: 2 Newcomer
edited June 16 in Native Access

I previously purchased the Komplete 10 ultimate package which included an external hard drive.

I installed Native Acess because System center said it was down.

Native Acess told me I could enter it in Add Serial, so I created an account on the NI website using my email account and entered the product via “Add Serial” with the serial number that came in the package, but I got the following message

Message: Your account is missing the base product for this serial. Please do the following

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Answers

  • maniacintosh81
    maniacintosh81 Member Posts: 902 Expert

    Hey @DRMT ,

    usually this message means that your Komplete 10 needs a base product. If it was originally sold as hardware/software bundle the hardware must be registered to your account too. If it was an update or upgrade your previous Komplete license has to registered to your account.

    If you bought your Komplete 10 standalone back then you‘ll have to contact NI support.

  • DRMT
    DRMT Member Posts: 2 Newcomer

    Thank you for your reply.
    Would it be okay if I take a screenshot of the serial number and send it to NI Support to request assistance?
    Could you let me know the proper format and whether there's an email address I should send it to?

  • PoorFellow
    PoorFellow Moderator Posts: 7,190 mod
    edited June 16
    https://community.native-instruments.com/discussion/comment/230745#Comment_230745

    Yes you may send screenshots of serials to N.I. support , just do not post any such thing (or other personal information) on-line.

    Please contact N.I. Support (all) .

    In case that you need guidance contacting support : How to contact NI Support and How to get in touch with our Customer Care

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