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Escalation Required: Purchased Traktor Pro 3 License Missing From Account Despite Valid Invoice

MIsha Teasdale

Hi everyone,

I’m hoping someone from NI or the community can help escalate this, as I seem to be stuck in an AI customer support loop without any actual resolution.

Situation:

My previous MacBook was stolen
I now have a new MacBook Air and am trying to reinstall Traktor for my Traktor Kontrol S2
I purchased Traktor Pro 3 in Sept 2021 directly from Native Instruments
I have the original invoice and proof of purchase
However, Traktor Pro 3 does not appear anywhere in my NI account or Native Access

Important points:

I am definitely logged into the correct account/email address
It is the same email that received the invoice
I have checked other possible email accounts and there do not appear to be any duplicates under my name
“My Products & Serials” is missing both:
- Traktor Pro 3
- my S2 hardware registration
The only software showing is Traktor DJ 2

From what I can tell, it seems like the software license and hardware serial may never actually have been attached to my account despite the completed purchase.

Support keeps responding with generic messages about checking the correct account or waiting for order review, but the issue is specifically that the products themselves are absent from the account entirely.

I have:

Invoice No
Customer No
Original proof of purchase

Has anyone experienced this before?
And is there a way to get this escalated to an actual account/licensing specialist at NI?

Thanks very much,
Misha

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Comments

maniacintosh81

Are you sure you used the same mail address and NI account? If you registered Traktor with another account you have to login with that account in Native Access.

Have you answered to the AI mails or opened new tickets?

You need to reply to the AI mail and tell them that it didn't help to escalate your ticket to a human.

Maybe @Jeremy_NI can also have look at your ticket.

Keep in mind that NI support doesn't work on weekends. Don't expect a reply before next week.

MIsha Teasdale

Thanks for your response here @maniacintosh81. I can confirm i used the same email address as its verified on the invoice. I have answered the AI emails, and had no repsonse, and tried this several times now. Ive also asked to esculate and got no response. @Jeremy_NI can you please give some guidance here.

PoorFellow

https://community.native-instruments.com/discussion/comment/262697#Comment_262697

Jeremy_NI so far has not been here today, which at this time means that he is most likely not going to show before next week , Tuesday or later. (Jeremy_NI and NI Support do not work weekends or holidays) (Pentecost (Whitsun) in Germany falls on Sunday, May 24, 2026, with Whit Monday (May 25, 2026) observed as a nationwide public holiday.)

can confirm i used the same email address as its verified on the invoice.

Did you check what software shows as registered to your account ?

My previous MacBook was stolen

However, Traktor Pro 3 does not appear anywhere in my NI account or Native Access

From what I can tell, it seems like the software license and hardware serial may never actually have been attached to my account despite the completed purchase.

If you had auto-login/cached for the email and cached password for your NI account in browser then I guess that one could imagine a more sinister scenario where those that stole your Macbook did a quick sale and transferred the NI software if they knew how to and had sufficient time (?)

Anyway , in any case , then at this point it sounds as if you need the help of NI staff to sort things out.

MIsha Teasdale

Thanks for this. I did try all these things.

It looks like one of the staff read this as Traktor Pro 3 has now after 6 years been finally added to my profile despite the many times i have asked in the past.

Next hurdle is to get my Traktor controller registered. Baby steps!

PoorFellow

https://community.native-instruments.com/discussion/comment/262705#Comment_262705

Traktor Pro 3 has now after 6 years been finally added to my profile

Great ! 😀

Next hurdle is to get my Traktor controller registered. Baby steps!

Please get back to NI Support and have them assist you !

maniacintosh81

https://community.native-instruments.com/discussion/comment/262705#Comment_262705

If you have Traktor registered in your account now, you should be able to install it with Native Access on your new computer. There is no need to have the hardware registered to use it - just connect it.

As you are on macOS Tahoe there is one exception (but registering the unit won't help here either): If you have a Kontrol S2 Mk1 it needs drivers on macOS. NI does not provide these for Apple Silicon Macs or any recent version of macOS at all. If it is a Mk2 or Mk3: These are class compliant and drivers are provided with macOS.

unknown

This content has been removed.

Jeremy_NI

@MIsha Teasdale It seems that my colleagues finally got back to you and fixed the issue. I see older requests where you gave a wrong serial, I also see replies from you that were made after the ticket was closed. In these cases it is better to create a new request.

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