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Order stuck at "Under review" for 7 days — no product, no refund (ticket #822561)

Andrei Ecstatic

I paid for SPOTLIGHT COLLECTION: CUBA on 23 July 2026 via PayPal. The payment was captured — the funds have left PayPal and are no longer pending. A week later my order still shows "Under review," and I have received neither the download nor a refund.

I opened support ticket #822561 on 25 July. I was told in writing that it would be answered by 29 July, 16:00 EDT. That deadline has passed with no resolution and no substantive update.

I'm not looking to vent — I just need someone to actually move this. Could a staff member please release the order? I'm happy to provide any verification needed privately.

Ticket reference: #822561. Thanks.

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Andrei Ecstatic

To be clear: my preference is to receive the product, not a refund. I don't see a policy reason it can't be delivered — the item is a standard downloadable sample library and the payment already cleared. Happy to verify anything needed. Thanks.

PoorFellow

https://community.native-instruments.com/discussion/51452/order-stuck-at-under-review-for-7-days-no-product-no-refund-ticket-822561

I have notified NI.

Jeremy_NI

@Andrei Ecstatic Since we're still in a period of transition reply times can be a bit longer than expected. I've reached out to my colleagues though so someone should get back to you shortly. thanks for your patience.

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