Is this a scam???

Hello all:

I recently purchased a NI software instrument. My credit card was charged, and I was sent a receipt for the purchase. That's it. I never heard from NI again. I tried the download manager, but it only lists registered software. I can't register the software because I can't find it. I tried support but could not get Jonus to understand the issue and was only referred back to the download manager. So it looks like I have been scammed by this company. THERE IS NO PHONE NUMBER TO CALL EITHER. I will also talk to a lawyer to see what legal rights I have.

I am here to ask if any of you have ever had this problem with NI or if you might know how I can contact them by phone.

Thanks

Rudolph Johnson

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Accepted answers

Jeremy_NI

@rjohn10 My colleagues got back to you and fixed the issue, let us know if you were finally able to download and install your product. Please note you will also need to install the Kontakt 8 Player application in order to load your product.

All comments

mykejb

What was the product you bought? If it's an NI branded product it should appear in Native Access, but others occasionally need separate authorisation and downloads.

You've not been scammed, you'll get the product you paid for. @Jeremy_NI maybe you could take a look at this one please?

PoorFellow

https://community.native-instruments.com/discussion/50166/is-this-a-scam

Is this a scam???

While mishaps may occur then No ! , NI do not scam people !

So it looks like I have been scammed by this company. THERE IS NO PHONE NUMBER TO CALL EITHER. I will also talk to a lawyer to see what legal rights I have.

There is no phone support and you can not initiate support by writing an email address. For initiating support then you need to use the support web interface.

No need for any 'drama' : If stuck on a loop in the chat-bot, you can submit a direct request with this link

I tried support but could not get Jonus to understand the issue and was only referred back to the download manager.

Have you checked to see if the software lists on your account as not registered when using same email as when purchasing ?

Also be sure to be using latest version of Native Access for your OS and same email login and password as when buying.

Otherwise then one other user recently reported that NI had to help register a product, but if that is the case here then please simply submit a direct request to NI Support with this link and they will help fix the problem .

Jeremy_NI

@rjohn10 There is no scam. When purchasing a NI product you should receive installation instructions, meaning installing Native Access. Please check your inbox/spam/filters. Using Native Access

This is also what was written in the first reply you got: To register and download your Native Instruments product, please use Native Access. You can find instructions for using Native Access here: https://support.native-instruments.com/hc/articles/360000012789.

I found your 2 requests, if Jonas or my colleagues replies are not helpful you need to let them know and reply to the email. It seems you did not. Please get back to them so they can sort this out. At the end of every email you received there is this message: "Please let us know if this is helpful or if you need further assistance by answering directly to this email."

So if you have issues with Native Access, let my colleagues know.

rjohn10

Rudolph Johnson here:

The software I purchased was Session Guitar Acoustic Sunburst Ver 3.221 The Order number is 60002363069C

I followed all the instructions I was given, but when I opened Native Access the product I purchased was not there and since I had no serial number I have no idea how to find it. It seems all of the instructions take me back to Native Access which is a dead end, as there is no information about my purchase there. I also tried the download manager with the same results. The only mention I could find about the product I purchased was an offer to purchase the product again, but instead of the $74.50 I paid, it's now $149.00. So how is this not a scam. I did contact Jonus through the help link. I opened a ticket, #4828223, hoping that would get this resolved. I do not think Jonus read my issue or at best did not understand it since he also referred me back to the download manager. I can't believe a so-called reputable company would allow this to happen when all they need to do is track down and verify my payment, (I did provide a copy of the receipt they sent me) made, with a VISA credit card, and provide me a link to download the product I purchased. That's all I'm asking.

I appreciate any help anyone here can give!

Thank you

Rudolph Johnson

PoorFellow

https://community.native-instruments.com/discussion/comment/257434#Comment_257434

The only mention I could find about the product I purchased was an offer to purchase the product again, but instead of the $74.50 I paid, it's now $149.00. So how is this not a scam.

I don't know what 'mention' that you are referring to or where or how you were offered to buy the same product again. But of course that is not a solution….

I can't believe a so-called reputable company would allow this to happen when all they need to do is track down and verify my payment, (I did provide a copy of the receipt they sent me) made, with a VISA credit card, and provide me a link to download the product I purchased. That's all I'm asking.

What you describe sounds as to me as a simple misunderstanding or if the employee has missed something.

Please do what was suggested by @Jeremy_NI in the above , that is : Please let NI know that you need further assistance by answering directly to their email. I am rather sure that Jeremy_NI will then do a follow up on all of this to make sure that things gets sorted as they should be… (Jeremy_NI will be back either tomorrow Friday or next week).

PK The DJ

Are you 100% certain that you have logged in to Native Access with the exact same account details you used when purchasing the product? I'm assuming you purchased it from the Native Instruments site.

Vocalpoint

https://community.native-instruments.com/discussion/comment/257437#Comment_257437

Exactly what I was thinking.

AND

Rudolph - did you receive exactly 4 emails (in a approximate 8 minute window) AFTER your purchase?

I have purchased from the NI Shop for almost a decade now and after each "successful" transaction - 4 emails will be delivered to the email associated with your master NI Account.

If you did not receive exactly 4 emails - your order may have been "unsuccessful" - meaning an issue with your order. Many things can cause a hold - like bank info, credit card data, address data and more.

The NI Shop is VERY predictable. Either you get 4 emails and your product is ready to go in Native Access a few minutes afterward - or your order is on hold and nothing appears in Native Access.

It is one or the other. A very rare third possibility is what @PK The DJ is referencing. You could be logging into your NI account with one set of credentials and then logging into Native Access - with a different set. This will be guaranteed to cause problems.

Hopefully you can update us when possible or reach out the NI as instructed by @Jeremy_NI

rjohn10

udolph Johnson here:

I will attempt to respond to each comment made above.

When I said "mention" I meant I found the product on a sale page for the price I indicated. No specific offer was made directly to me, Just a general notice of the current sale price.

Regarding the comment concerning "DRAMA" I have been trying to download this product since 11/30/2025, the date of the purchase, so yes, I am pissed but I think the minimal amount of drama you may have detected is warranted. If anything I said sounds disrespectful, that was not intended and I apologize. You all have seen my notes to support regarding this matter, and you can see the response I received, if not, it's attached below.

I received 2 emails after this purchase, not the "exactly 4" you mentioned.

Yes, I am 100% certain I logged in to Native Access with the exact same account details I used when purchasing the product? I did purchase it from the Native Instruments site.

I Don't think my order could have been unsuccessful as I did receive a receipt and my credit card was promptly billed.

Your ticket 4828223 has been updated. Feel free to reply to this email.

Useful Links:
Native Instruments Support
Drivers & Other Files
NI Community Forum

HERE IS THE RESPONSE I RECEIVED FROM SUPPORT 2 DAYS AGO.

Jonas @ NI (Native Instruments)

Feb 24, 2026, 21:27 GMT+1

Hello Dear Customer,

Thank you for reaching out to Native Instruments.

Please go to the File Management settings in Native Access and hit the Default button. If this is not possible for you, please make sure to at least set the Download Location to default, which is just a temporary location for the installers.

The default locations are:
- macOS: Macintosh HD > Users > Username > Downloads
- Windows: C: > Users > Public > Downloads

If this doesn't help, please check out the Download Manager, where you can download most of our products:

Download Manager (https://www.native-instruments.com/en/account/downloads)

Please let us know if this is helpful or if you need further assistance by answering directly to this email.

Best regards,
Jonas @ NI

I did respond to Jonas again outlining the issue again and requesting further assistance.

Vocalpoint

https://community.native-instruments.com/discussion/comment/257440#Comment_257440

"I don't think my order could have been unsuccessful as I did receive a receipt and my credit card was promptly billed"

You will always receive a receipt AND your credit card will be billed at time of sale - but if you got 2 emails instead of 4 - I can tell you something is up.

When you log into your NI Site (via browser) - does your product appear under Registered or Not Registered?

AND - while in your account - can you see the order from 11/30/2025 - like so?

If your order is there - what do you see under View Details:

If you see anything but Shipped - there is a problem.

If it says Shipped - then your product should be ready to be installed via Native Access.

Another Q: What version of Windows 11 are you running (exact version and build)?

PoorFellow

https://community.native-instruments.com/discussion/comment/257440#Comment_257440

Regarding the comment concerning "DRAMA" I have been trying to download this product since 11/30/2025, the date of the purchase, so yes, I am pissed but I think the minimal amount of drama you may have detected is warranted. If anything I said sounds disrespectful, that was not intended and I apologize.

Sorry if you misunderstood me. Of course no disrespect were meant by me either , I were merely referring to the "I will also talk to a lawyer to see what legal rights I have." part which there is really no reason for since NI do not scam people and you ought get what you paid for.

With respect to the "I have been trying to download this product since 11/30/2025, the date of the purchase" then please never wait for more than at most a week before contacting NI Support if you have a problem. NI Support can not help you if you do not contact them and make them aware of the problem. Further more then you have done the right thing by making your forum thread since Customer Care (Jeremy_NI) has now been made aware of your situation.

However then Jeremy_NI is not dealing with support cases directly, he mediates and looks into things but NI Support needs to do the work in the end so please get back to NI Support by answering the Support email and politely express that you still need their assistance. Anyway , then in the end then I think that Jeremy_NI will do all he can to make sure that this mishap will be cleared. Please notice though that Jeremy_NI as a NI employee only works normal work hours (EU time) normal workdays (and then not all workdays since he sometimes takes a day or more off). (Moderators like I are not NI staff).

Milkman

Same old, same old, eh NI brand managers? No, how ever could someone think this is a scam? Shocking, right. This is a normal reaction by people used to normal customer service—-humans who RESPOND and take issues seriously within 24-36 hours — this is NORMAL customer service, but everything has drifted to where delays, chatbot loops, weird issues, are NORMAL and CONSISTENT, so brand reps act like OMG ALL THIS DRAMA from just a "normal" issue.

Its not normal. Return to NORMAL customer service obligations, or this will continue to happen, as its been happening for years now. Hope this helps.

rjohn10

Rudolph Johnson here:

The software I purchased was Session Guitar Acoustic Sunburst Ver 3.221 The Order number is 60002363069C

I appreciate any help anyone here can give!

Thank you

Rudolph Johnson

Update:

Just received another response from Jonas, a word for word copy of the response he sent2 days ago.So, when I open my account from a browser it says "you have not placed any orders "when I open NI Access, there are 4 products listed, none of which belong to me. My purchased product Session Guitarist Acoustic Sunburst.

I am again asking NI support, Jonas @ NI to kindly verify my payment to NI on 11/30/2025 in the amount of $74.50, Order # 6000236069C and allowing me to download the software I purchased.

Thank you

Vocalpoint

https://community.native-instruments.com/discussion/comment/257446#Comment_257446

What is really not normal - is apparently having an issue on 11/30/2025 - and then deciding to get fired up about it - today.

What has the OP been doing since 11/30/25? From what I can see - he joined the forums yesterday and this is his first post - ever.

I mean c'mon - there is urgency and then there is…

Milkman

You will never, no matter how much you try, be able to spin the problematic customer service changes that everyone in my age group, a little older and a little younger can clearly see, as the CUSTOMER's fault, as NI and many others (its not just NI and we all know this) have transitioned to in the last few years.

We've all watched this happen in horror; as governments and economies get much worse, likewise do basic expectations of common decency and reliable support and warranty and honesty get much worse at companies who are aware of the "blood in the water" the states have caused. Its in almost every industry, INCLUDING this one.

Trying to spin this as anything other than an economic and political issue that has percolated through investment firms and companies like wildfire in the last 6 years, leading to an altered marketplace reality that ain't working, is dishonest and wrong.

Bankruptcy is evidence of this, last I checked anyway. Is it now a good thing? Is there a spin on bankruptcy you can share with me?

rjohn10

Hello again Jonas.

This is Rudolph Johnson again writing to advise you that I need further assistance with downloading the software I purchased on 11/30/2025.I will review this issue again:

On 11/30/2025 I purchased Session Guitarist Acoustic Sunburst from the NI website. The cost was $74.50Shortly after, I received an email receipt for the purchase, charged to my VISA card along with a reference # 60002363069C. I have tried all of your suggestions to date but have been unable to find and down the program. It is not listed in NI Access or the NI download manager.

I am asking that you verify the transaction and help me download the purchased software.

Thank you

Rudolph Johnson

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