Maschine MK2 registered but MASCHINE 2 software not available in Native Access / account

Dear Support,

I bought my Maschine a few years ago and started to set it up at some point but didn't finish. Life got in the way, and I wasn't committed at the time the way I am now.

I’m trying to set up my MASCHINE MK2 on a newly configured Windows 10 laptop that I bought to dedicate for music production. The MK2 hardware is registered successfully in my NI account (I can provide the serial number and screenshots of my product list), and I’ve installed the MASCHINE MK2 controller driver.

However, I cannot install the MASCHINE 2 software or the MASCHINE Factory Library because they do not appear in Native Access or in my account downloads/products list. At the moment, my account shows the MK2 hardware and a Komplete Elements MK2 edition bundle, but I don’t see MASCHINE 2 Software as an available product.

I no longer have the original purchase receipt/email (I purchased the unit a few years ago and didn’t complete the setup until recently), but the serial is in my account and you should be able to see the registration history on your side.

Could you please:

Attach/activate the MASCHINE 2 software license (and Factory Library if applicable) to my account so it appears in Native Access?

If it turns out my purchase did not include the software license, please let me know the least expensive legitimate way to purchase/upgrade to MASCHINE 2 software for my account.

Thank you,
Wilson Bell

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Maschine Mikro MK2

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mykejb

You may have already done this, but have you tried showing legacy products in Native Access? There's a button at the top of the library page to enable them.

wilsonbell

Yeah, I did. When I bought my MK 2, I bought a "sale" package or "promotional" package. NI was getting rid of the Maschine 2's before they were deciding to stop supporting them. They sold it with a bundle that didn't include the full Maschine 2 software, and were selling and upgrade package for like $300 without letting me know that if I didn't buy it then that it would be going away. It was a dumping of old systems and a forced up sell. Anyway, I just bought a used Maschine with a software license transfer so I could have it. Not what I wanted to do, but what I needed to do. All is well. At least, I can use the equipment that I have and I can use both Maschine's with the software license, so it's not a complete waste.

wilsonbell

I bought a MK2 so that I could get the software. I have the maschine but I can't add the serial number. The guy said he got a transfer id. I received an email but the numbers were not formatted like a transfer id. They were keys to soffware. Now, I can't get in tocuh with any human being at Native Instruments to get assistance. They have f*cking AI that that I can't make understand the situation, and I'm losing money and time for a week. WTF!!!

Is this how this company works?

wilsonbell

I can't add the serial number. I can't get a transfer id. I don't need to create one. I need to receive one and the person who sold the maschine to me can't create one.

Vocalpoint

You need to login into your NI account and then engage with the support chat bot.

But if this is a used product and you do not have a transfer ID only NI Support can assist if possible.

Also. Starting multiple threads on the same topic will not help your case. One thread will do.

wilsonbell

I appreciate you responding. The chat bot has been useless and not very intelligent. If you know how I can get in touch with NI Support, that would be great. I have not been able to get in touch with anyone for a week.

Vocalpoint

https://community.native-instruments.com/discussion/comment/254459#Comment_254459

There is no option for direct contact.

Chatbot is only the way.

Uwe303

Hello,

then get in touch with the seller, he should provide you the transfer id or ask about the keys, maybe the keys are the ones to use, some people have more than one maschine and don´t register all of them.

myalteredsoul

Send the message "Submit new ticket" to the chat bot. When it gives you the canned response, send the same message again. They it will start the ticket creating process.

PoorFellow

https://community.native-instruments.com/discussion/49778/can-039-t-regisgter-maschine-serial-number-can-039-t-get-software

Please mind your language and stay civil , also when reaching NI Support !

If you are stuck on a loop in the chat-bot, you can submit a direct request with this link , if that doesn't work either then you got a browser problem to solve !

Also : Please do NOT open duplicate discussions on same topic ! Your threads were merged.

Community Code of Conduct - Please read before posting: Keep It Tidy . Don’t cross-post the same thing in multiple topics.

Further more then posting messages on your profile page for the community or for NI does not work. NI mostly do not read the page and the Moderators and community that happen to read it usually do not respond to people posting in their own profile page…. Please use the forum for your help questions…

Jeremy_NI

@wilsonbell Sorry to hear about your issues. Please note that even though we help customers whenever we can here, the forum is not a substitute for support. I see that you were able to submit a request in our system and someone will get back to you. I also see that you already had one open (4787049) where you replied yesterday, my colleagues will get back to you.

Frustration is understandable but please stay civil, there is no need for this kind of language here, this is very clear in our Code of Conduct. this is also true for your support requests, please stay respectful.

If you buy a hardware device second hand, the seller should have initiated a license transfer for both the hardware and software: Buying or Selling a Native Instruments Product Second-Hand

My colleagies will take care of this anyway.

wilsonbell

The seller did initiate a transfer id and did not receive a valid one. I received keys from him that were not a valid transfer id.

Jeremy_NI

https://community.native-instruments.com/discussion/comment/254561#Comment_254561

I've added this info to your existing ticket. My colleagues should get back to you soon.

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