Why I always see an empty shopping cart?

Hello, I've bee trying to buy an upgrade to Kontakt 8. I own Kontakt 5 already (I can see that I would get a discount for doing the upgrade) but when I go to the product page and hit "Buy Now" on the following page my shopping cart is empty and there's no other option except "Continue Shopping" which just goes back to the store and the problem starts all over again in a loop.

I've already searched other community posts about this and have seen that others have had this problem but no solution have been posted except "someone will contact you." I also tried several things…

clearing my cache and cookies

using different browsers - (Safari, Chrome)

using a different computer

I tried to wait a couple of days… nothing

I tried to submit the problem to the chatbot but I get stuck in a loop where it keeps asking the same question.

Please help me solve this problem. Thank you!

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Accepted answers

PoorFellow

https://community.native-instruments.com/discussion/48211/why-i-always-see-an-empty-shopping-cart

I can see that I would get a discount for doing the upgrade

Do you start your browsing by logging in on the site ?

using a different computer

This worries me else I would think that you should also try Firefox but if computer switching does not help then it suggests a problem of some kind.

Try if you can load this page when logged in : https://www.native-instruments.com/en/pricing/kontakt-8/ and if you can add update product there.

Else if none of this helps then contact support and have them take a look at the state of your account.

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

All comments

PoorFellow

https://community.native-instruments.com/discussion/48211/why-i-always-see-an-empty-shopping-cart

I can see that I would get a discount for doing the upgrade

Do you start your browsing by logging in on the site ?

using a different computer

This worries me else I would think that you should also try Firefox but if computer switching does not help then it suggests a problem of some kind.

Try if you can load this page when logged in : https://www.native-instruments.com/en/pricing/kontakt-8/ and if you can add update product there.

Else if none of this helps then contact support and have them take a look at the state of your account.

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

Vocalpoint

https://community.native-instruments.com/discussion/48211/why-i-always-see-an-empty-shopping-cart

What country are you in?

Very important to remember that NI has restrictions on at least a dozen countries even today - where no matter what you do - there is no buying anything regardless how hard you try.

And yes - as Poorfellow notes - the sale process is much smoother if you are logged into your NI account - well in advance of doing any shopping.

Michelmakesmusic

Thank You very much @PoorFellow ! I tried to use your link but it's the same story… I'll try to contact support using the link you gave me. By the way, @Vocalpoint I'm in Italy and I did login of course, otherwise I would't qualify for the upgrade discount. Thank you!

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