Has anyone ever placed am order but never received their download email?
Its been over a day for me usually it comes thru right away. Never had that happen to me and customer service is lagging.
To everyone who assisted me in this thread, Jeremy, PoorFellow and VocalPoint, I would like to extend my thanks and gratitude. I received emails from Native Instruments support team today and the items I purchased are now visible in my accounts. I did need to log out of Native Access and the log in again as a final step in order for the plugins to become visible there. Thank You VocalPoint for your last message it made all the difference in the final steps. If nothing else technology requires patience and perseverance. I did an install of one plugin from my Native Access account to see if it would be recognized in Komtakt Player 8. It did require restarting my computer for it to show up there but it did so I now have confidence to continue adding others. Thanks Again
What did you buy?
Generally - there is no concept of a "download".
If it's a standard Ni product purchased via the NI Shop - it can only be downloaded (and installed) via Native Access.
Always best to check your NI Accpunt online (Via the Ni Website) first and see where your product is.
If it is listed under Not Registered - it has yet to be installed via Native Access.
If it is not listed anyway (Registered or Not Registered) but only under your Order History - then your order may be subject to additional checks and balances which only NI Support can speak to.
VP
Calling themselves ARKMprime then user wrote this on Discord :
Anyone here ever buy something and never receive their product email download? Been over a day and still nothing for me. Order online is stuck “in progress” Opened a ticket. Customer service said theyll check it but so far its crickets.
And as I wrote on Discord then :
You need to reply to the AI ticket response to let NI know that you still need their help...
.
Other than that then : yes , it happens from time to time that orders get stuck waiting to proceed…
I have a ticket open. Found out digital orders are known to delay. I have to wait until they finish processing it. And I just meant the download email they send after the order confirm which I usually get right away. Ive just never experienced such a long lag so I felt something was off. Now I know this happens. I have a ticket open just waiting for a response still. Also found out it can take several days for a reply. Thanks for the info. Discord was helpful.
Thanks for the info. Discord was helpful.
You are very welcome .
Let's hope that NI Support gets back to you within a couple of workdays , else we can ask Customer Care to take a look at the delay.
User sent me a PM (?) telling me that they had asked for a refund….
@ShAi D My colleagues got back to you today. It seems they misunderstood your original request but addressed it. Let them know if you still need assistance.
I have recently downloaded Kontact 8 Player to see if I wanted to begin expanding my plugins using Native Instruments. After exploring further I purchased a 3rd Party Plugin called Dyad: Hand Pan Drums which downloaded successfully into the player. I then attempted to install two free plugins from Native Instruments which were called "Komplete Start" and "Komplete Start Guitar Rig 7" and purchased "Kontact 8 crossgrade". I received email notifications that all of these orders were received and processed and the downloads would arrive in a separate email. I never received them in that manner and after investigation it appears they are supposed to be downloaded directly by Native instruments. The orders appear in my account in Native Instruments but are not registered and there is no way for me to do it. I contacted there Ai cutomer service platform and have been jumping through multiple hoops fo a resolution and this is after their suggested waiting period. I am not sure what if anything I can do but attempt to receive a refund and move on. I have to say this has been a very time consuming and dissapointing expereince all around.
All products are downloaded and installed via Native Access. You will not receive anything indicating a manual download or install from the Ni website - if that is what you are expecting.
purchased "Kontact 8 crossgrade". I received email notifications that all of these orders were received and processed and the downloads would arrive in a separate email.
What was the base for this 'cross-grade' ? If you do not have the required base product then you can not use a cross-grade for anything.
I never received them in that manner and after investigation it appears they are supposed to be downloaded directly by Native instruments. The orders appear in my account in Native Instruments but are not registered and there is no way for me to do it.
Products are downloaded and installed using latest version of Native Access for your OS
If you are in fact qualified to use the cross-grade then the scenario could still be one of more.
Sometimes then it just takes installing the product in Native Access for the product to switch from showing on account as not registered to showing as registered.
In the case with Kontakt then you can try removing it from computer , then reboot and then install again to see if it makes any difference .
Else you can also try the Trouble shooter here : My Products Are Showing As DEMO in Native Access, especially '2. Your activation fails because of corrupted or missing activation tokens' and '3. You have corrupted XML files' (delete both NA XML and Kontakt product XML) then restart computer and log in again to see if that helps
I contacted there Ai cutomer service platform and have been jumping through multiple hoops fo a resolution and this is after their suggested waiting period. I am not sure what if anything I can do but attempt to receive a refund and move on. I have to say this has been a very time consuming and dissapointing expereince all around.
No need for any refund (unless the cross-grade do not fit your account) or being overly worried. Annoying as it is then NI will fix it, and if the above does not help then I will check if we can get NI Forum Customer Care to take a look at your account…
Yes I checked before purchasing and Dyad: Hand Pan Drums made me eligible for the crossgrade purchase. As I said I have been jumping through all of these hoops as suggested previously in my on line contact with the platform called "Riff"
VocalPoint, My expectations are created by what I am recieving and being told. There seems to be a great deal of confusion within Native instruments customer service platform. Emails were sent to me after the purchases as confirmations that my orders were processed and in those same emails stated that "My downloads would arrive in a separate email" I had to root around on line to discover that was not going to happen. That resulted in the reason for my comments previously.
Sometimes we see that the actual registration needs a nudge that (NI Customer Care can not do but) needs NI Support.
If you have not come as far as opening a ticket yet then please contact N.I. Support , use the bot Riff to open a ticket , tell Riff that the suggestions do not help and that you want to open a ticket and have human support assistance.
Poor Fellow, I have already done what you suggest. Tickets were already created and nothing has happened yet. I will say though that my payment was processed right away.
I stand corrected - I see it now. Looked back in one of my orders from a few months back:
This is poor - with a capitol P.
This line should never be included in any email as I can finally see now (after disputing it for months) how this would make any user boil over - not only for the time they waste - waiting for a "download" OR "serials" email but also what to do when they finally realize that email is actually never going to arrive.
This line should be stripped at the source and updated to read accurately and concisely.
Jeremy? Poorfellow?
Thank you , I will notify someone NI 🙂
