Why Native Instruments refused to provide me a copy of the invoice for a the Keyboard M32 I purchased on their website?
I'm happy I could help. So sorry again for the time it took.
What do you mean "Native Instruments refused to provide me a copy of the invoice" ? Did you use the web interface to make a ticket ? And did you then get the answer from NI Support that they will not give you an invoice copy (I find that hard to believe). Or did you write to some email address and not get any answer ? (you can not initiate support by writing an email address , you have to use the web-interface to make a ticket. : N.I. Support(all) )
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Yes, I have contacted Native Instruments multiple times since 2019 regarding a copy of the invoice for the Komplete Kontrol M32 that I purchased directly on the Native Instruments website.
I did use the official Native Instruments web support interface and created tickets. The only answer I repeatedly received from NI Support was the following:
However:
I explicitly explained to Native Instruments that I need an actual invoice (or a duplicate) for international travel and cross-border transport of my musical equipment, which is a legitimate and common requirement.
Despite this, Native Instruments refused to provide a copy or duplicate invoice, maintaining that the order confirmation on my profile was enough, which it is not for customs, professional travel, or administrative purposes.
So when I say that “Native Instruments refused to provide me a copy of the invoice”, this is exactly what happened: they did respond, but they declined to issue a duplicate invoice, even after multiple requests over several years.
Yes, I have contacted Native Instruments multiple times since 2019 regarding a copy of the invoice for the Komplete Kontrol M32 that I purchased directly on the Native Instruments website.I did use the official Native Instruments web support interface and created tickets. The only answer I repeatedly received from NI Support was the following:that the invoice was supposedly sent in 2019 at the time the M32 was shipped,that I should already have it,and that the order confirmation / order history available on my NI account should be sufficient.However:I never received any invoice by email in 2019 (I checked my archives thoroughly),
that the invoice was supposedly sent in 2019 at the time the M32 was shipped,
that I should already have it,
and that the order confirmation / order history available on my NI account should be sufficient.
I never received any invoice by email in 2019 (I checked my archives thoroughly),
@Jeremy_NI , Anyway that you can work some 'magic' here ? (DMS DEBAH would like to get a copy of the 'original invoice' file)
@Jeremy_NI
Thank you for responding.
To clarify very precisely:
This is exactly where the problem is.
I have never received the invoice by email in 2019 (I checked all archives thoroughly, including spam and backups).
What is available in my NI account is not a legal invoice, but only an order summary / order history page. This document is not accepted for:
I explicitly explained this to NI Support multiple times and requested a duplicate or re-issued invoice, which is a standard and legitimate request for any professional purchase.
Despite this, Native Instruments refused to provide a copy or duplicate invoice, maintaining that the order history page was sufficient — which, objectively and legally, it is not.
So to be very clear: Native Instruments did respond, but declined to issue a duplicate invoice, despite repeated requests over several years.
If there is any way for this to be escalated internally and resolved properly, I would genuinely appreciate it. I am not asking for anything unusual — only a copy of the original invoice for a product purchased directly from Native Instruments.
Thank you in advance for your help.
You tagged the wrong person in the above but I have fixed that for you. (You tagged wrong Jeremy)(Jeremy rather than Jeremy_NI by not adding the tag correctly)
Anyway , you responded to Jeremy_NI though I were the one writing.
To answer your question for an 'escalation' then I have called for Jeremy_NI who should arrive some time next week and he will most likely look into the matter (I am not NI so Jeremy decides what he wants to do) and if Jeremy_NI thinks that there is any way that this could be fixed then most likely he will then escalate the issue for you to a 'Support specialist' …
Thank you for the clarification, and for correcting the tag.
Just to be clear, my response was indeed intended for Jeremy_NI, not for you personally, and I understand that you are not Native Instruments staff.
I appreciate that you have called for Jeremy_NI and that he may look into the matter when he arrives next week. I also understand that any decision or escalation would be up to him and, if applicable, a Support Specialist.
To restate my position clearly and concisely: I am not requesting anything unusual or exceptional. I am simply asking for a copy of the original invoice (or a re-issued duplicate invoice) for a product that I purchased directly from the Native Instruments website.
This is a standard document, and it is required for legitimate administrative reasons, including international travel with professional musical equipment. The order history page available in my account is unfortunately not sufficient for that purpose.
I will therefore wait for Jeremy_NI to review the situation, and I genuinely hope this can be resolved properly through the appropriate support channel.
Thank you for your time and for helping move this forward.
Hey @DMS DEBAH We're so sorry for you not getting an answer for this. It would seem your original ticket from November was lost in our system. We've escalated it now and one of my colleagues should get back to you.
@DMS DEBAH My colleagues got back to you with the invoice. Our sincere apologies for the time it took.
Hi @Jeremy _NI,
Yes, I confirm that I have now received the copy of the invoice for the Komplete Kontrol M32.
Thank you for the escalation and for following up on this. I appreciate your colleagues’ assistance, even though the process unfortunately took a long time.
Issue resolved on my side.
Best regards, Yassine DMS DEBAH
@Jeremy_NI ,
Hi Jeremy! I made a purchase dated 30/12/2025, reference 21000064103C. We have requested the invoice through your platform, but we have not received anything to date. We urgently need the invoice, as we are closing our accounts and need to know whether you are an intra-community company and whether the invoice should be issued with VAT or without VAT. Thank you and kind regards.
Sorry about that, someone should get back to you
Thank u Jeremy.
Sorry for the urgency.
No worries, I believe my colleagues got back to you with the invoice.
Hello again, Jeremy,
None of your colleagues have contacted me yet. The administrators of my company are very concerned, as I mentioned before, because they need to know whether this transaction is VAT-exempt or not.
We urgently need a response, please.
Thank you very much, Jeremy.
Best regards, Paco Pineda
