Voucher Currency Error (JPY instead of CHF) - Ticket #4796918

Hello NICommunity and Support Team,

Iam requesting assistance regarding my open support ticket #4796918. I replied to the automated email last Thursday, but I haven't received a human response yet.

My issue is a technical currency error: After my purchase of Kontakt 8, I received a voucher that displays a value of "699 Yen"instead of the expected 99 USD/CHF. Because of this currency mismatch, the code is being rejected at checkout even though I meet all requirements for the product "Electric Neon Essentials"(NI original, no sale, no crossgrade).

It appears to be a system error that requires a manual correction of the voucher settings in my account.

Could a moderator (e.g., @Matt _NI or @Jeremy _NI) please escalate this ticket to the Order Support team? Screenshots of the error are attached to the original ticket.

Thank you very much for your help!

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Joergon

Update: The voucher finally worked! I’m not sure if it was a manual fix by the team or a system refresh, but I was able to get 'Electric Neon'. Ticket #4796918 can be closed.

I want to say a sincere thank you to the team for resolving this – I truly appreciate the support. A small suggestion for the future: A 'Voucher Checker' in the user account that lists all eligible products would be a great way to reduce support tickets and help users avoid these issues.

Best wishes to the whole team during this difficult time. I’ve always valued your products and hope for a positive path forward for everyone at NI! @Matt _NI @Jeremy _NI

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Joergon

https://community.native-instruments.com/discussion/49852/voucher-currency-error-jpy-instead-of-chf-ticket-4796918

Joergon

Update: The voucher finally worked! I’m not sure if it was a manual fix by the team or a system refresh, but I was able to get 'Electric Neon'. Ticket #4796918 can be closed.

Best wishes to the whole team during this difficult time. I’ve always valued your products and hope for a positive path forward for everyone at NI! @Matt _NI @Jeremy _NI

mykejb

Glad you got it working :)

For future reference, if you want to tag NI employees the NI is part of the name so you need to tag Jeremy_NI rather than Jeremy _NI for example. Saves the users named Matt and Jeremy getting confused about why you tagged them 😂

Jeremy_NI

@Joergon Thanks for the update and the kind words. Glad that you were able to use the voucher, closing your support request.

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