Native Access won't accept Z1 mk2 Serial Number, and no way to contact Support

Question

I am trying to register my Z1 mk2 using 'Add Serial' in Native Access, but keep getting the message:

Something went wrong during the registration

The serial [removed from post] does not belong to a known product. Please contact support.

Clicking 'Submit a ticket' just opens the AI chatbot… which then keeps going round and round in circles, reopening the 'Virtual Assistant' and giving me the same advice over and over again. I have re-checked the serial, and deleted the xml file, but to no avail. Then I have spent some time begging the AI to open a ticket, but it just goes straight back into the same loop.

Does anyone know (a) if there's another way to fix this, and/or (b) if there's any way to get past the AI and reach the humans (as instructed!), to send them my serial no and register it manually??

Jeremy_NI · Answer

@wwwolf I see that you were able to submit a ticket thanks to the link provided by Uwe, my very human colleagues will get back to you as soon as possible.

wwwolf · Answer

Thanks Roger

I really REALLY tried, telling it many different ways that the problem wasn't solved, and please could I speak to a human, open a ticket, anything but yet another cycle of 'Virtual Assistant'. Oh well…

Thanks for the link, I'll try that :)

Uwe303 · Answer

Hello,

you can tell the chatbot, that the solutions it has provided, where not helpful, then at some point you can open a ticket. But you can try this:

https://support.native-instruments.com/hc/en-us/requests/new