The Chat Bot says that my Kontakt License doesn't exist in my Account...

I tried to transfer my Kontakt 8 License. It doesn't work. Normally i got an Transfer Code very fast after the Transfer request (with other products, there were no problems) Instead i got a ticket, but until now nothing happened. I started a try with the support Chat bot. it asked me for my Product name and i answered with my Kontakt License. The Chat Bot wrote… there would'nt be any Kontakt licenses in my account. That is a joke,,, Can someone help me, please. I'm a NI Customer for 15 Years now… but this is annoying.

Bildschirmfoto 2025-10-23 um 12.20.09.png

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Vocalpoint

Not exactly sure what that "arrow" is indicating here. Abbey Road Drummer is not a Kontakt License.

A bit more detail against your screencap would help.

Taobeans

This is the screenshot from my*Livechat* with the Support Bot. It showed me an example for a NI Product in the transfer procedure. Then i sended my Product Names, which i want to transfer. in the first round i typed the Names in. In the second Round i send him the screenshot from my account. in Both rounds the answer was: This products are not registered in your account.

PK The DJ

I would suggest that unless it asks you to send a picture, don't send a picture. Also if you're asked to enter a name, enter one name.

Taobeans

I tried everything: One Name, Two Names, Three Names… the same answer. I copied the Names from my user account and pasted too, same thing…

PoorFellow

https://community.native-instruments.com/discussion/48376/the-chat-bot-says-that-my-kontakt-license-doesnt-exist-in-my-account

You should be able to see any products connected with your account on the MY PRODUCTS AND DOWNLOADS page .

Else then have you checked if you have a transfer in progress and if that is why the products are not on account ? : How to Cancel an Existing Transfer ID

Else if you have a problem with licenses or account then only N.I. Support (all) can help.

In case that you need guidance contacting support : How to contact NI Support and How to get in touch with our Customer Care

Taobeans

The Main Point is: I need a human Support Team Worker to solve the problem. And yes i asked for this too.

Taobeans

At poor fellow: i had an eye on this things. And i tried the same transfer procedure today with my Razor license, No issue, it went smoothly. i got the transfer code after seconds and only this Razor Code displays in my Account. The Kontakt licenses are still on my Products and serials. Maybe there could be an issue with Kontakt, that my basic license is Kontakt 2 and i registered it 2010, long before Native Access and other changes.

Vocalpoint

https://community.native-instruments.com/discussion/comment/245280#Comment_245280

The "main point" is to address this question PoorFellow asked you:

Have you checked your account to see if you have a transfer in progress and if that is why the products are not on account ?

I would also add - are you 100% sure the product you want to transfer - is actually transferrable? Some products are - and some are not.

Kontakt 2 will most likely not be transferrable due to it's age - and if you "upgraded" to K7 or K8 FROM that old v2 license - this is most likely why.

Taobeans

All 3 Serials are marked as "Transferrable". Kontakt 2, Kontakt 7 Upgrade and Kontakt 8 Upgrade. This was the only way to start the Transfer procedure.

And i checked it several times: i have no transfer in progress. An btw; Thanks for your help.

Taobeans

here is the screenshot from my product and serial page

Bildschirmfoto 2025-10-23 um 15.41.39.png

PoorFellow

https://community.native-instruments.com/discussion/comment/245282#Comment_245282

Maybe there could be an issue with Kontakt, that my basic license is Kontakt 2 and i registered it 2010, long before Native Access and other changes.

Could be. Anyway , then as you write yourself then you need a human Support Team Worker to solve the problem.

And yes i asked for this

You need to open a ticket , please see links posted before, if ticket is opened properly then N.I. should respond within a few workdays . The forum Customer Care ace Jeremy_NI has not been seen today so we can not have him take a look either… (you need to open a ticket).

Vocalpoint

https://community.native-instruments.com/discussion/comment/245286#Comment_245286

Well - just know that anything marked "upgrade" means it is a product that is tied to a former "full" license - so if you attempt to transfer "Kontakt 8 Upgrade" - the system will then look at Kontakt 7 Upgrade - and it's not a FULL license so it moves on to Kontakt 2 - which is a FULL license - and then the trouble starts.

I think you will need support to look at this - as it is a very specific edge case - attempting to transfer Kontakt 2 - (which dates back to 2004-2005) - is most likely the reason for the stall here

Also - you are aware that if everything does work out - you will have no Kontakt anymore?

Taobeans

i opened a ticket 2 days ago… but i tried this way with the bot and my question here, because i hoped some expert here can help me sooner. My last ticket for another NI product issue (No Transfer request issue) is open since August. No answer at all ;)
And i sold my Kontakt Copy over Ebay yet. And the buyer is waiting. I had never problems until now with the transfer prcedure until now and thought i went trough as ever….But Thanks for your help, i think i have to wait or find another solution

Taobeans

Also - you are aware that if everything does work out - you will have no Kontakt anymore?

Yes… that is my goal

PoorFellow

https://community.native-instruments.com/discussion/comment/245294#Comment_245294

i opened a ticket 2 days ago… but i tried this way with the bot and my question here, because i hoped some expert here can help me sooner.

The forum can only advice , NI are the only ones that can handle problems with licenses and accounts.

My last ticket for another NI product issue (No Transfer request issue) is open since August. No answer at all ;)

That is not OK and you should never wait that long if you do not get a response. What happens typically is that NI responds and their email gets shot down on the way to user. And when NI do not get any response they do not email again. Other varieties includes user trying to open tickets by writing email addresses they found online which do not reach NI support and do not open any tickets.

Anyway , we will have to call for @Jeremy_NI , Quote : other ticket than this issue here "open since August. No answer at all"

I can not tell when Jeremy_NI is here again or when he responds but I will attempt to monitor this thread to make sure that he notices.

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