Request for Supervisor Review – Unresolved License Sync for Maschine JAM

David1965SF · 2025-08-14T01:04:05+00:00

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David1965SF

issue with Native Access not syncing newly purchased products (Maschine JAM).
However, the virtual assistant loops and closes the chat without escalating, and there’s no visible “Submit a Request” form or way to reach a human agent.
I’m posting here respectfully to request that a moderator or supervisor review this issue and advise how I can bypass the assistant to receive direct support.
I’ve included the escalation message below, which I had hoped to submit via ticket: Subject: Request for Supervisor Review – Unresolved License Sync for Maschine JAM Message: Dear Native Instruments Support, I’m writing to formally request escalation of an unresolved issue regarding the license transfer of my Maschine JAM and the associated Komplete 13 content. Despite multiple tickets being merged and marked “solved,” the core issue remains: Native Access still shows no new downloads, and I’ve received no confirmation that the Komplete 13 bundle has been properly synced to my account. The following tickets have been merged or closed without resolution: • #4611230 • #4611848 • #4611859 • #4611815 • #4611870 • #4611871 • #4611920 • #4611869 • #4611889 I’ve verified that Native Access is functioning correctly, with standard paths and no local database issues. I’ve also flagged the unresolved status in prior replies, yet the issue was marked “solved” and merged again. I respectfully request that this be reviewed by a supervisor or senior support agent. I’m simply asking for confirmation that the Komplete 13 license sync is in progress, and if so, an estimated timeframe. Thank you for your attention to this matter. Best regards,

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David1965SF

Just noting that the original post was truncated at the top. The full opening line should read:
“I’ve logged into the Native Instruments support portal and attempted to escalate an issue with Native Access not syncing newly purchased products (Maschine JAM).”

Everything else in the post remains accurate and complete. Thanks again for reviewing.

mykejb

When you purchased the Jam what software did it come with? From memory I got a Maschine 2 licence and possibly a Komplete Select licence. Is it both those licences that you're missing in Native Access?

Does the Jam show as registered in your NI account correctly, and is there a licence showing for the products you're missing? You can check your licences here - https://www.native-instruments.com/en/my-account/my-products-serials-downloads/

And where on earth did you find a new Jam for sale? They've been out of production for yonks, even though they're such a nice bit of kit and still supported.

David1965SF

I purchased Machine JAM 2nd hand. It was in box and listed with transfer of software license after purchase. Once delivered, I sent the seller my email and NI responded with the license transfer key. I followed the instructions and received a message that the license was imported to my account. I registered the hardware, and it shows under my registered products, but nothing has become available in Native Access. I'd like whatever it comes with. I believe at least that is Komplete 13 which shows under my registered products.

Sûlherokhh

https://community.native-instruments.com/discussion/comment/237480#Comment_237480

There was a new one on reverb very cheap including dustcover 3 weeks ago. For 1 day. I missed my financial window. :)

PK The DJ

From what I can find online, Maschine Jam would only have included Komplete Select, not the full version.

Vocalpoint

https://community.native-instruments.com/discussion/comment/237519#Comment_237519

This sounds about right to me.

And easily fixed by simply downloading Select via Native Access - something the OP can do himself - quickly.

LostInFoundation

Some offers with Maschine Jam and Komplete full versions have been made.

I suppose in that case the Komplete bundle should have a separated serial.

What should also confirm this (the need of a separated serial for Komplete) is that Komplete 13 was released in 2020, when Maschine Jam was already discontinued (and not sold anymore) by NI.

Therefore the offer should have been done by a retailer shop (or the guy who sold the JAM to OP added Komplete 13 on his own: I suppose when OP says “newly purchased”, he means newly for him)

Vocalpoint

https://community.native-instruments.com/discussion/comment/237577#Comment_237577

Agreed.

Clearly the OP is either making assumptions here that are not well explained (that Komplete 13 is bonded to the Maschine Jam) OR the OP has expectations which are false.

Just the simple fact that K13 was released 2020 and the Jam was already deprecated tells me all I need to know.

The only way to get K13 out of this - is if the original owner gave up the Jam AND a full (transferrable) K13 license - which would be a separate (and unique) transfer transaction.

LostInFoundation

That’s not the only way.

A shop could have made an offer selling Jam and an upgrade/update from the included Select.

And that could have happened also after NI stopped selling Jam, therefore that is not “all we need to know”

Vocalpoint

"A shop could have made an offer selling Jam and an upgrade/update from the included Select"

I would think the OP would have mentioned that?

And again - that still does not explain how one would even get "Select" with a Jam. Was Select even a thing back in 2016-2019-ish?

And this:

Still makes no sense.

On one hand - the OP "wants" whatever the Jam comes with - fair enough.

But then goes onto say - "I believe that is Komplete 13 - which shows under my registered products"

The way I read this - IF K13 is registered to his NI account like he indicates - those products should just appear - ready to be installed when he logs into NA - should they not?

LostInFoundation

Yes, some things in OP’s post are unclear, which makes the case difficult until we know more.

In any case: yes, Jam came with Select. And offers have been made with upgrades to bigger versions.

And also: no, not every single user has the products available to download in NA. Many reports show that sometimes there can be issues where a product is registered under an account but then it doesn’t appear in NA for installation. Issues that must be investigated in order to solve them.

This could be the case here. It’s impossible to be so sure to say we have all the infos we need to know.

And, about what OP is mentioning or not… in case he bought everything from another user, he could be unaware about how the original offer had been made… and therefore not mention it.

That said… yes, maybe he already has K13 Select registered in his account and he expects (or has been promised) more. We simply cannot know

LostInFoundation

@David1965SF Please provide some more informations

Have you bought your Jam second hand?
Do you have serials for both, Jam and Komplete Bundle?
Do you have anything regarding Komplete 13 bundle registered under your account (Select, Standard,…)?
Does some libraries appear in NA or nothing at all?
Who told you what you should be expecting to receive? Seller?

Vocalpoint

"That said… yes, maybe he already has K13 Select registered in his account and he expects (or has been promised) more. We simply cannot know"

Quick screencaps of his product listing in his NI account (minus serials of course) - would solve this quickly.

He will either have something like this (substitute Jam for Komplete Kontrol\S-Series):

Or he will just have a single entry for the Maschine Jam HW - which then makes this statement:

"I believe that is Komplete 13 - which shows under my registered products"

Even more confusing than it already is.

LostInFoundation

It could not be that clear…

In my account I have many Komplete Select registered…

One says “for Maschine”, one says “for HW”, one says nothing…

Some state the Komplete number (11, 12, 15 with its various declinations,…). Some don’t even display that. It just says “Komplete Select”…

Quite impossible to know exactly which one comes from what. Leave alone saying which one came with Jam. And I have 2 of them registered in my account…

Native Instruments isn’t really famous for doing things each time in the same way…

Vocalpoint

https://community.native-instruments.com/discussion/comment/237610#Comment_237610

True.

I can only assume that the OPs account is not as full of hardware instances and Select licenses as ours are.

Given what he has mentioned - I suspect his account will be sparse and should be easy for us to see what should be appearing in NA and what is not.

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