Has anyone else run into this problem where no serial number is delivered after 2 hours? I've paid in full, received numerous order confirmation yet no serial number. I figure I'd ask the community before refusing charges.
What product did you buy?
No serial is delivered when ordering from the NI Shop. Products are added directly to your NI Account.
Serials ARE delivered if you purchased a third party product that will use Native Access for authorization.
First stop in this case would be to look in your NI Account (online) and see what is posted up under Registered Products. If you do not see your product there - and it appears under Not Registered - you order is most likely under review.
VP
Have you checked to see if the product has appeared in Native Access ?
What mykejb and VocalPoint wrote in the above , and use latest version of Native Access for your OS .
I figure I'd ask the community before refusing charges.
Who you should 'ask' before "refusing charges" in the end will always be N.I. Support (all) they are in charge of any kind of shop or account problems.
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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2 days later and still no serial number from NI. I purchased the East Asia product from the NI website, then received a ”shipped” invoice as well as an “order” invoice. But for some reason no serial number email.
After sending a couple of support request tickets I’ve still gotten no response, no emails, no calls, nothing.
there’s literally no recourse other than refusing credit card charges at this point as well as filing a claim with the BBB.
We have already advised you what to do - have you downloaded and installed Native Access and logged in with the same credentials you’ve used when making the purchase?
There is no serial numbers sent if you buy directly from NI. You can wait forever or check a) your account at NI - your product should be listed there and b) Native Access - the library should show up there, ready to be installed.
I agree that the emails mentioning serial number are confusing and a relic of old times, though.
@Jeremy_NI Could you take a look at this one please?
Thanks or your help. Yes i’m currently logged into the latest version of Native Access 3.20.1 using the exact same credentials as used for the purchase in my NI user account. The product “East Asia” does NOT appear in my Native Access library "all" tab. Furthermore, It might be a good idea in future purchases to include a simple sentence that says, "We no longer use serial numbers" considering Native Access still has the "Add Serial" menu. Screenshot below:
The product “East Asia” does NOT appear in my Native Access library "all" tab.
If the product appear on the MY PRODUCTS AND DOWNLOADS page , listed as Registered Products (??) then be sure that you are using latest version of Native Access for your OS and then try resetting the Native Access XML file , look at section 8 here : My Product is Missing in Native Access
Furthermore, It might be a good idea in future purchases to include a simple sentence that says, "We no longer use serial numbers" considering Native Access still has the "Add Serial" menu. Screenshot below:
a) Even though that N.I. for security reasons generally has chosen to not show serials on the account product over view page then N.I. still uses serials.
b) N.I. Licensed third party products and N.I. products sold by third-party still activates using serials…
Third-Party KONTAKT Libraries - Licensed vs. Unlicensed
Setting up a Third Party KONTAKT Library [VIDEO]
All of which I have already tried. In fact NI just sent me a dead serial number that wont register properly in the the latest NI access version. Unbelievable.
@Jeremy_NI , this appear to need your N.I. powers (?)
@mattpavmusic33_ My colleagues got back to you a few minutes ago. It seems that the serial was successfully registered to your account today at 12:21. Is it still not showing in Native Access? As suggested by my colleague, double check you are logged in to the correct account in Native Access. Get back to my colleague as soon as possible so we can sort this out.
Required logging out of NI Access, then logging back in with the same credentials, then the product finally showed up.
