Hello NI Support Team and Community, I am experiencing an issue where a recent purchase is not synchronizing with my Native Access 2 application on my desktop computer. The Product: Arkhis (Kontakt Library) Purchase Date/Time: [14th December 2025) Purchase Method: Direct purchase via mobile Issue Details * I can confirm the license is ACTIVE and VISIBLE under the "My Products & Serials" section when I log into my account on the Native Instruments website when I logged in through my mobile but the product is missing when logged in through laptop or iMac. * I am using the latest dark-mode version of Native Access 2 on my desktop. * I have confirmed that the login email used in the Native Access app is identical to the one used for the purchase. * The Arkhis library does not appear in the "New," "Available," or "Installed" tabs in Native Access 2. Troubleshooting Steps Completed To save time, I have already performed the standard troubleshooting methods: * Confirmed identical email login. * Deleted the NativeAccess.xml file. * Used the Refresh button repeatedly in Native Access. * Went to Preferences and clicked "Restore Defaults" in File Management. * Restarted my computer multiple times. I previously contacted support directly regarding this issue. Support Request ID (#4749396 ): Could a staff member please look into this licensing synchronization issue from the server side? Thank you for your help!

Arkhis Library Purchased via Mobile Missing from Native Access 2 on Desktop (License Confirmed)

Hello NI Support Team and Community,

I am experiencing an issue where a recent purchase is not synchronizing with my Native Access 2 application on my desktop computer.

The Product: Arkhis (Kontakt Library) Purchase Date/Time: [14th December 2025)

Purchase Method: Direct purchase via mobile

Issue Details

I can confirm the license is ACTIVE and VISIBLE under the "My Products & Serials" section when I log into my account on the Native Instruments website when I logged in through my mobile but the product is missing when logged in through laptop or iMac.
I am using the latest dark-mode version of Native Access 2 on my desktop.
I have confirmed that the login email used in the Native Access app is identical to the one used for the purchase.
The Arkhis library does not appear in the "New," "Available," or "Installed" tabs in Native Access 2.

Troubleshooting Steps Completed

To save time, I have already performed the standard troubleshooting methods:

Confirmed identical email login.
Deleted the NativeAccess.xml file.
Used the Refresh button repeatedly in Native Access.
Went to Preferences and clicked "Restore Defaults" in File Management.
Restarted my computer multiple times.

I previously contacted support directly regarding this issue.

Support Request ID (#4749396 ):

Could a staff member please look into this licensing synchronization issue from the server side?

Thank you for your help!

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PoorFellow

https://community.native-instruments.com/discussion/49247/arkhis-library-purchased-via-mobile-missing-from-native-access-2-on-desktop-license-confirmed

I previously contacted support directly regarding this issue.
Support Request ID (#4749396 ):
Could a staff member please look into this licensing synchronization issue from the server side?

Support does not work the forum. You have done the right thing contacting support and making a ticket.

When exactly did you make the ticket ? Normal response time is a couple of workdays , but because of the ongoing sale then there are delays.

Troubleshooting Steps Completed
To save time, I have already performed the standard troubleshooting methods:
Confirmed identical email login.
Deleted the NativeAccess.xml file.
Used the Refresh button repeatedly in Native Access.
Went to Preferences and clicked "Restore Defaults" in File Management.
Restarted my computer multiple times.

If you did all this already then only NI Support can help you , but it would be very interesting learning what was the reason for your trouble so please share here what was the solution/issue when it has been fixed…

mykejb

If it's showing in your online account on your phone but not showing in the online account from Mac/PC it sounds like you might have a different login set on your phone. Do all your other products show on all devices?

Amrut

Hi @mykejb its the same credentials. I have checked mumultiple times. While researching got to know that its a sync issue between mobile access and laptop access. That Native access can do from the backend. Or else any help would be much appreciated.

Amrut

Hi @mykejb native team replied today that from backend they can see that I have access to Arkhis product only. If they are able to see then technically I should be able to see when logged in through laptop/imac to the same sites. And have done troubleshooting but didn’t get luck. Again I have shared the screenshots as well to them.

Vocalpoint

https://community.native-instruments.com/discussion/comment/251286#Comment_251286

What OS are you using - exactly.

And you say the license appears in your NI account - but under what header is it - Registered or Unregistered?

If it's the latter - you have you answer.

PoorFellow

In extension of what VocalPoint wrote above then if you can see the software on your account products page then you should be able to just download it from the Account downloads page and then install it manually after which you might possibly have the option of activating the software using using latest version of Native Access for your OS.

Then if you need e.g. Kontakt 8 Player and do not yet have it then please add the Komplete Start to your account…

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