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My open ticket since last Tuesday

Sammy121

Hi,

I opened a ticket through email last Tuesday and it still hasn't been replied, while I see an active admin here on the discussion forums replying every day. I do not mean to be rude, but I don't understand why its taken so long.

I bought Mikro MK3 used from Amazon and I wasn't able to register it under my account, I submitted the photo of receipt as well as serial#.

Please update me as soon as possible.

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PoorFellow

https://community.native-instruments.com/discussion/comment/265728#Comment_265728

Sorry if my info was less than %100 accurate. We in the forum receive more or less no information not given in public since NI staff are generally not allowed to tell anything before it is public. Further more then NI issues little to no actual information with respect to changes in their support system and it is usually all learn as you go.

The only additional information I have is that , from what Jeremy_NI writes then :

after 5 business days you can check again with Riff, the chatbot the status of your ticket.

Sammy121

I did receive a reply stating that they are working on the tickets and someone will get to my inquiry as fast as they can. I am happy to receive some communication at least, looking forward to start playing/discovering my new purchase.

Just received this today after my above inquiry, so I'm happy. :)

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PoorFellow

https://community.native-instruments.com/discussion/51342/my-open-ticket-since-last-tuesday

I opened a ticket through email last Tuesday and it still hasn't been replied, while I see an active admin here on the discussion forums replying every day. I do not mean to be rude, but I don't understand
why its taken so long.

Did you answer the AI ticket confirmation as you are supposed to do ? (see bottom of ticket confirmation)

If you do not answer the ticket confirmation your ticket will not be processed !

I bought Mikro MK3 used from Amazon and I wasn't able to register it under my account, I submitted the photo of receipt as well as serial#.

Serial must as a picture of the serial on bottom of device.

Please update me as soon as possible.

Thing is that you posted this on a Friday after staff stopped working for the weekend so there is no one from NI forum Customer Care to check things until Monday or later…. (I am not a NI employee and have zero access to support cases)

Sammy121

Thanks for your reply. There was no AI confirmation required in the email. The email I recieved reads:

Thank you for contacting support. A support ticket has been created on reference #******.
You can view and track your case via our online portal: inmusicsupport************.com
What Happens Next?
Your case will be assigned to a member of our customer experience team who will aim to respond by: July 17 2026 at 10:00 AM EDT (2-business days). If we need any further information from you, a member of the team will let you know.
Sincerely,
inMusic Brands Support Team

Following day I sent them a pic of my Serial# card on this very email message. On Tuesday I had only sent printscreen of my error, so yeah I had replied their ticket confirmation email anyway. There is no update on the portal as well.

Sammy121

Serial must as a picture of the serial on bottom of device.

I sent the pic of the card which I received with my unit. So its exactly the same as serial under the unit.

PoorFellow

https://community.native-instruments.com/discussion/comment/265728#Comment_265728

The only additional information I have is that , from what Jeremy_NI writes then :

after 5 business days you can check again with Riff, the chatbot the status of your ticket.

Sammy121

I did receive a reply stating that they are working on the tickets and someone will get to my inquiry as fast as they can. I am happy to receive some communication at least, looking forward to start playing/discovering my new purchase.

Sammy121

I did receive a reply stating that they are working on the tickets and someone will get to my inquiry as fast as they can. I am happy to receive some communication at least, looking forward to start playing/discovering my new purchase.

Just received this today after my above inquiry, so I'm happy. :)

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