Need help with Native Access - Maschine MK3 software missing! Can't contact support.

I just bought a brand new Maschine MK3. I was excited to get started, but after registering it on Native Access, I realized the Maschine 2 softwer is missing from my account. The hardware is completely useless without it.

I've been trying to contact support to get this sorted, but I'm stuck. The automated support chat on the website keeps giving me an error message saying "something went wrong" and won't let me submit a message.

Has anyone else experienced this? Does anyone know a direct way to contact support or a workaround for this issue? Any advice would be a huge help. Thanks!

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Uwe303

Hello,

i´m sorry to hear that, i can only mark @Jeremy_NI and he will help you for sure, but first have you tried to go to your account online and go to the "my products and serials" page. Did you get an error message while try to register the hardware serial? If you are on mac you have to give full disk access to the native apps and even network access (with latest mac) as far as i know as a not mac user.

https://support.native-instruments.com/hc/en-us/articles/27553634808861-How-to-grant-audio-apps-access-to-your-local-network-on-macOS-15-Sequoia

https://support.native-instruments.com/hc/en-us/articles/4415601248657-How-to-Enable-Full-Disk-Access-on-macOS

magna_nimo

@Uwe303 No error message. I'm using Windows with an i9 and a 4080 GPU, so I'm not worried about that. I've tried to download Maschine 2 and verify the key, but it doesn't do anything and just exits.

Jeremy_NI

Hey there, there was an issue with the chatbot. Issue is now fixed and you can submit your request: https://bit.ly/NI_Support_All

magna_nimo

Thank you for the response, I've sent the ticket and I hope it gets resolved as soon as possible.

Jeremy_NI

https://community.native-instruments.com/discussion/comment/241411#Comment_241411

Found the ticket and escalated it. Someone should get back to you as soon as possible and sort this out for you.

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