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Serial Already Claimed on New Maschine MK3 (Ticket #808807)

DWBStudios

Hi Everyone,

I am writing to request an escalation for ticket #808807.

I recently purchased a brand-new Maschine MK3 from Amazon, but when I attempted to register it via Native Access, I received an error stating that the serial number has already been claimed. It looks like Amazon may have resold a returned unit as brand new.

I submitted a support ticket three to four days ago through the inMusic portal. I have already attached the required proof to the ticket, including:

A clear photo of the serial number sticker on the underside of my physical hardware.
My official Amazon invoice showing the purchase date and that the unit was sold as "New."

Because I cannot access the Maschine software or the included Komplete library, my hardware is currently locked out of its main features. Could a moderator or admin please bump this to the registration team so the serial can be manually released to my account?

Thank you for your help!

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PoorFellow

https://community.native-instruments.com/discussion/51243/serial-already-claimed-on-new-maschine-mk3-ticket-808807

I submitted a support ticket three to four days ago through the inMusic portal.

NI Support do not work Weekends…

I have already attached the required proof to the ticket, including:

Be sure to answer the NI AI auto-response when making the ticket !

Please notice that when you contact NI support then you will receive an AI auto-response and it is important that you answer this response to let NI know that you still need their assistance. This is also
valid in general , if you have a support ticket with NI then always respond to their emails as long as that you still need help , else the ticket will close.

Could a moderator or admin please bump this to the registration team so the serial can be manually released to my account?

Since Moderators are not NI employees then they can not escalate tickets , only the NI forum Customer Care Admin can. But you are expected to both respond to the AI ticket confirmation and then wait some time before a ticket is escalated…

DWBStudios

ok , thanks for the explanations. Make sense, I will look for the email and respond and wasn’t aware of the weekends and/or moderators not actually being NI employees or having different levels of access for communications with NI etc.

Info helped a lot and I appreciate it.

Jeremy_NI

@DWBStudios Your request is in our system, we have a lot of requests to process at the moment, plus the migration of our support system, it means our reply times can be a bit longer. after 5 business days you can check again with Riff, the chatbot the status of your ticket. Thanks for your patience.

DWBStudios

thanks for the reply’s , response received and issue resolved. I appreciate the reply’s and useful information provided. Have a great day all!

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