MY PRODUCTS, SERIALS, AND DOWNLOADS page on the NI website does not show my serial numbers anymore

I tried to access my products on the MY PRODUCTS, SERIALS, AND DOWNLOADS page in my NI Account in order to register new products.
But only the product names are listed.

I tried various browsers on various computers, it is all the same wherever i look

Bildschirmfoto 2025-08-28 um 21.08.20.png

Do you have any idea, what is causing this?
I have a number of products that i want to register through Native Acess, but without the serial numbers there is no way to do this.
Or is there a change in how to register/retrieve the serial number like
Copy the serial from my account page and add it using Native Access

Please help, please advise

Best regards

Claas

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Accepted answers

Mert_NI

Hey guys,

I checked this issue with the team and it seems like this happens with the registered serials. Even though it is not visible in the website, it will stay in your Native Access no matter what. So, if you login to the correct account that you have these products, everything should work perfectly.

Also, if you wish to have this serial somewhere, in case of anything, you can check it the "License Transfer", then " Transfer a serial" section (as shown in the screenshots below) and you will be able to find the serial numbers there.

We have sent this situation to the related team and they will find a way to optimise this situation and I will let you know when we have a next step.

Meantime, this is what I can suggest. Sorry for any inconvenience that this situation may have been caused.

I hope this helps☺️

Jeremy_NI

Hey everyone. Sorry that this official statement comes so late after the events.

We had to remove the serials from this space for security reasons, to protect our customers privacy and product details against fraud.

The products you own still show, only the serials are not showing. You only need the serials before registering a product or for selling it. You can find them in the license transfer section.

All comments

Vocalpoint

Have no idea what is causing it - but I see the same.

Appears to be some kind of backend issue - that only NI can solve.

Mert_NI

Hello Claashollwegs, this is an ongoing issue for 2-3 days, I reported this to the related team.

But in most of the cases, restarting the browser and logging in the account again, or changing the browser seems like solving the issue. Can you please check this workaround and let us know what you are experiencing afterwards.

I hope this helps☺️

mykejb

If you don't see serial number there take a look in the licence transfer section here - https://www.native-instruments.com/en/my-account/license-transfer/request-for-transfer/

Mine all show up there even though they're missing on the main serial number page.

Claashollwegs

I tried various computers with various browsers, even my iPhone with 3 different ones, all the same, mo serials. The License Transfer page only shows serial numbers of products that i already registered, so no way to find the unregistered ones….

Thank you guys, you are the best.
Any other suggestions?

Cheers

PoorFellow

https://community.native-instruments.com/discussion/comment/239448#Comment_239448

no way to find the unregistered ones….

Any other suggestions?

I can confirm that no amount of browser switching is making the page work and that you can not see the serials of not already registered items on the transfer page either.

So people are in the hands of N.I. Support (N.I. Support (all)) who apparently are aware of the problem..

Claashollwegs

https://community.native-instruments.com/discussion/comment/239450#Comment_239450

OK, I need to wait for a fix by NI in order to get access to my products and register/use them.
I hope they will get there soon…

Thanks mate!

Claas

PK The DJ

No, you don't need to access that page to register them. If you've bought them on the Native Instruments site via your Native Instruments account, then they will all be listed in Native Access when you log in to Native Access with your account. You don't need to add the serial numbers manually.

LostInFoundation

https://community.native-instruments.com/discussion/comment/239498#Comment_239498

Unluckily that’s not always the case.

It happens sometimes that products get added as unregistered and even that registered products are not appearing in NA.

Otherwise the “Not registered” section would not even exist.

It’s not even predictable when that happens or why (and for which products). And it’s not a matter of products that we own in multiple copies.

One example: when I received a voucher for 12 expansions for registering my M+, after I picked the 12 expansions, they were all listed under “Not registered”.

Then, all of a sudden and out of nowhere, some of them (that I had not registered yet) disappeared from that list all by themselves (even if they were still available in NA).

I think that simply sometimes NI registration mechanism fails.

LostInFoundation

And… really unfairly… I must also say that, even wanting to continue to believe this is a “mechanism failure”, this is sometimes against users:

Checking now my account My Products and Serials to control what I was saying, I notice that some of those expansions are not listed anywhere…

True that I now own them also as a part of my updated Komplete bundle… but I should own them in multiple copies… as part of the bundle but ALSO as single products…

That “ALSO” is the key… I could even want to sell some products, once I own them in multiple copies…

This now starts to feel almost like something unfair (not to use the word dishonest…)

Edit: just made an extended check: out of the 12 expansions, 7 are not in my account 😶… and also other expansions from the past are not listed…

It makes me wonder if some other product magically disappeared in the same way and I didn’t notice it…

I suppose I will write to support asking how it’s possible products disappear from account…

nackulous

I just upgraded to Komplete 15 Collector's. Installed Native Access, Kontakt 8 and a few libraries. Native Access isn't aware of what I've purchased. I've logged out/in. Deleted the NativeAccess.xml from the Service Center folder. Nothing works. I can only use something I paid full price for in demo mode. 45 mins later I am still pulling my hair out. NI, you have to do better. This is insane.

Vocalpoint

"I just upgraded to Komplete 15 Collector's. Installed Native Access, Kontakt 8 and a few libraries. Native Access isn't aware of what I've purchased."

NA won't be aware of what you purchased if your products are not listed under:

AND - you are logging into Native Access with the same master credentials as the NI Account used during your purchase.

When you buy something from the NI Shop - like a Komplete upgrade - you do not need to do anything - the serial associated with your purchase - instantly gets tattooed to the NI account email address - used at purchase - and appears under Registered Products.

You may want to login to what you believe is your actual NI account - and check status of everything.

When you get logged in - if you do not see that Komplete Upgrade under Registered Products - you have your answer.

It's either wrong credentials in NA (and a possible duplicate acct) - or your products appear under Not Registered.

nackulous

I'm logged in to NI website and NA with the same email / password, so that's not the issue. The issue appears to be that the products in question are appearing under the "not registered" section. How do I fix that?

nackulous

FWIW, I installed Kontakt 8 and Icon Bass from Native Access directly. Here's what I see on Kontakt from NA. Notice it says "You own this product", yet says DEMO…

Also, NA knows that I own Komplete 15 Collector's Edition…

And it knows individual apps like Guitar Rig that I own and can install…

So why then, when I open my installed Kontakt 8, does it bring up the Add Serial # screen in Native Access?

Vocalpoint

https://community.native-instruments.com/discussion/comment/239514#Comment_239514

If anything shows up as Unregistered - NI Sales support will need to look into this. Most likely a possible issue with payment or some other technical issue.

Anything under Unregistered - will also thrown an "Add Serial" dialog as well.

And to your screencaps above - like Guitar Rig - NA will "allow" you to install anything - you just can't use it until it's registered. Basically your entire suite is limbo.

And the "You own this" - yes - you DO have it in your NI account - but still can't use it…for reasons as yet unknown.

How did you buy the upgrade and from where? And when? Also - is there a piece of hardware involved here at all?

nackulous

I bought K15 Collector's a few hours ago on NI's website for the upgrade discount. I never got around to installing K13, b/c I hadn't frozen all my tracks yet in Ableton. I wanted K15 b/c of the Apple silicon support that 13 doesn't have.

No hardware involved. I have a support ticket with NI, but not holding out hope they will respond anytime soon. Completely regretting buying this thing. What an awful experience.

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