Waiting since 7 Days for convert my old hardware serial Key?Is it normal?

Hey Native Instruments community,

about five years ago, my Maschine MK3 suddenly stopped working due to an update. I'd like to re-register my product, but unfortunately, I no longer have my old email address.

Is it normal for it to take seven days to transfer a serial key/account?

I received a ticket number on december19th but i still can't use my MaschineMK3 because it's allready activated.

Ticket: 4752539

Have a good one!

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PoorFellow

https://community.native-instruments.com/discussion/49360/waiting-since-7-days-for-convert-my-old-hardware-serial-key-is-it-normal

I wouldn't say that seven days are normal , no , but with a sale going on then I don't know.

The greater problem is that no one but NI Support can help you. Normally though then we can get NI forum Customer Care to look into why the ticket is delayed, but both NI Support and forum Customer Care have left for the holidays so we can not call for Customer Care before after the holidays either….

PoorFellow

@Jeremy_NI , this has probably been taken care of by now but if you have the time could you then please check ?

Jeremy_NI

@G1_ Seems that my colleague replied to you in the next couple of days. I see your reply from yesterday, my colleagues will get back to you as soon as possible. Given the holidays it can impact our reply times.

G1_

https://community.native-instruments.com/discussion/comment/252032#Comment_252032

Thank you for your message. This was really quick. I understand it can take longer as usually because of holidays. But now i've answered several times the same stuff, it's annoying. Now it's the 8.1.2026 and the problem is not solved. Is there a possibility to write in german? NI is a german company?!

Thank you

https://community.native-instruments.com/discussion/comment/252445#Comment_252445

I had a mistake in the Hardware Serial. But the support asks multiple times to vertify my old email. The problem in fact is, that i've lost this mail and only because of this cirumstand, i've wrote the support and forum to merge my old account into a new one -.-

After the NI support told me there is a missing number in the Serial, i've wrote the complete Serial. Now the NI support is asking again for the old mail.

Thank you

https://community.native-instruments.com/discussion/comment/252447#Comment_252447

I felt a little bit turned off, because of the trouble to merge my serial into a new mail. Now it tooks 3 Weeks to merge the accounts. But i've to say that i wasn't online every day. The answer time of NI support was 1 day, every mail. So i felt turned off to sit and waiting…

At this day its not possible for me to use my MASCHINE MK3, which was bought directly from NI.

Sorry for my bad englisch. I'm new into this forum. It is possible to write in german? Is there a integrated translator?

Best wishes for the new year to all ya

G1_

Sorry for the next comment but:

I've bought the MK3 directly from NI and got credits for a sample library. How can i get the credits or the account for the sample library? I've lost my mail and dont' know which online library it was.

It's a MK3 with Select Komplete 11.

Is there not a possibility to register this with my hardware key and just a new mail?

I mean, i bought it directly from NI?

PoorFellow

https://community.native-instruments.com/discussion/comment/253273#Comment_253273

This ought to have been taken care of now holidays or not. Alas then I can do nothing that you have not done so yourself already , namely calling for Jeremy_NI by quoting him. Jeremy ought to check things and return to you here shortly….

Jeremy_NI

@G1_ Sorry that you've been waiting for so long. I'm escalating your ticket, someone should get back to you as soon as possible. Asking for the previous email is standard procedure, to make sure we don't remove products to the wrong person. It should be fine in your case, my colleagues will get back to you.

And Happy New Year to you too!

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