No response for a week regarding Account Transfer/Merger

mastara123

Hello,

I am writing to seek advice or assistance as I have not received a response from NI Support for about a week regarding an account transfer.

I recently purchased a used NI account from another user, which includes Komplete 15 Ultimate. Since the email field in the account settings is grayed out and cannot be edited manually, I reached out to Support with two questions:

1. Is it possible to merge the licenses from this purchased account into my existing NI account?
2. If merging is not possible, can you manually change the registered email of the purchased account to my new, unregistered Gmail address?

I have already submitted a request through the purchased account and also sent a follow-up email from my own Gmail address (since I cannot easily access the seller's original email to check for updates).

Is it normal for this process to take more than a week? I am eager to start using Kontakt 8 and other instruments for my professional projects, but this delay is quite frustrating. Any advice on how to speed this up or get a response would be greatly appreciated.

PoorFellow

https://community.native-instruments.com/discussion/50807/no-response-for-a-week-regarding-account-transfer-merger

I recently purchased a used NI account from another user, which includes Komplete 15 Ultimate. Since the email field in the account settings is grayed out and cannot be edited manually,

First of all then since accounts a personal then I am not even sure that this is allowed or possible.

Also an account could contain not transferable products and to think that that could be circumvented by 'buying the account' I do not think will work. I am not accusing you of anything ! This is just advice !

Also then as far as I know then account holder can just select all the transferable products that user want to transfer from account and then put into a transfer ID , so to me then the proposed account transfer is not the way to go about doing things.

can you manually change the registered email of the purchased account to my new, unregistered Gmail address?

No ! only NI Support can change the email address on the account.

and also sent a follow-up email from my own Gmail address (since I cannot easily access the seller's original email to check for updates).

I am not sure if writing from another email address will be added to the ticket since 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.

Is it normal for this process to take more than a week? I am eager to start using Kontakt 8 and other instruments for my professional projects, but this delay is quite frustrating.

Time passed suggests some problem processing but you would also have to have sent a response to the NI AI auto-response from the email that initiated the support request to let NI know that you still needed their help. But frankly then what you have attempted is not not how things work so that in itself can create delays.

Any advice on how to speed this up or get a response would be greatly appreciated.

We can call NI forum Customer Care : @Jeremy_NI , who should arrive here either Friday or sometime next week depending on if he has Friday off also (NI is a German company : Thursday, May 14, 2026, Germany celebrates Ascension Day (Christi Himmelfahrt), which is a nationwide public holiday. This day also coincides with Father's Day (Vatertag or Herrentag), a traditional day for outings and celebrations.)

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The right way of 'buying NI products secondhand is by Seller transferring the transferable products from their account to buyers account. Some products might be not transferable which could make you sit with unusable products if the not transferable product is a product that is the base product for upgrades or updates and you do not own the required base product !

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