UAD Bundle licenses. Tickets raised - no emails coming through.

I asked this question yesterday and it got marked as "Answered" even though it absolutely has not been answered:

I bought the UAD bundle two days ago and I don't seem to have received licenses. I've raised a ticket, but it hasn't come through to my email, so I'm not even sure that it's getting processed, or if there's a problem with the email itself. I recently changed Native Access login emails, so this might factor in? I'm sure this could be easily resolved by simply sending my license codes to the updated email address associated with my login, but I can't even reach anyone to explain this.

Is this something you can help with, @Jeremy_NI?

Feeling a bit let down by NI at the moment. I have spent literally thousands with NI but now there's a problem it seems impossible to contact anyone.

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Jeremy_NI

Hey @JC_3 There seems to be an issue where our emails are rejected by your email provider, we're looking into it. Can you double check your filters/spam inbox, etc…

in the mean time I'm going to send you their reply (with the registration code) in a DM of the forum as this seems to work.

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JC_3

I know this was an issue a week or so ago, but I bought the UAD bundle 24 hours ago and I don't seem to have received licenses. Other folks' previous cases have been marked as "resolved" here, so I'm really not sure what else to do except bring it up again. I've raised a ticket, but it hasn't come through to my email, so I'm not even sure that it's getting processed, or if there's a problem with the email itself. I recently changed Native Access login emails, so this might factor in?

My only other option currently seems to be to explain the situation to a chatbot that absolutely cannot help.

Appreciate some guidance/response!

PoorFellow

I've raised a ticket, but it hasn't come through to my email, so I'm not even sure that it's getting processed, or if there's a problem with the email itself. I recently changed Native Access login emails, so this might factor in?

@Jeremy_NI , this needs your connectivity….

JC_3

This is still a problem. No ticket raised has come through to my email, and no licenses have been sent. It's been a couple of days now and I have nothing to show for the money I've spent. @Jeremy_NI , if this is something you can look at, I would really appreciate some help here.

Thanks.

PoorFellow

https://community.native-instruments.com/discussion/48378/uad-bundle-licenses-tickets-raised-no-emails-coming-through

I recently changed Native Access login emails

It has been seen before that support emails for some reason are sent to the old email address even after changing email address , but Jeremy_NI will have to look into that.

Feeling a bit let down by NI at the moment. I have spent literally thousands with NI but now there's a problem it seems impossible to contact anyone.

Annoying as it is then don't worry , you will get what you paid for. NI is no small shop and there ought to be zero chance that you do not get what you paid for.

As for support then a lot of the tech industry , including music software companies, have started to use AI as first line support which of course both takes a lot of time for the company to fine polish and also takes time to get right. But NI still have a hard working human support crew that supports people. However it might take some days for support to respond. But as long as people follow 'rules' which is to use the web interface to open a ticket and the ticket is opened properly then people should get a response.

Despite some people blatantly ignoring this then there is no phone support and no support initiated by writing an email address (which makes some people complain that they get no response to their not properly submitted support query).

Of course there are mishaps of one type or another but as you already knows then you can use the forum to make NI aware that you did not receive any response to your support ticket and Jeremy_NI should look into it when he spots it !

Alas then Jeremy_NI has not been seen today and I can not say if he returns tomorrow or if he will not be back before next week.

JC_3

Thanks for your response again. It helps that someone is out there!

Cheers.

Jeremy_NI

Hey @JC_3 There seems to be an issue where our emails are rejected by your email provider, we're looking into it. Can you double check your filters/spam inbox, etc…

in the mean time I'm going to send you their reply (with the registration code) in a DM of the forum as this seems to work.

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