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Order Status "Complete" but Stuck on "Not Registered" (No Serial)

Jeffrey Rausch

Hi Team,

I recently purchased the Kontakt 8 Bundle Crossgrade directly from the web shop (Order 60002704220C). The transaction status in my Order History shows as "Complete," but under My Products, it says "Not Registered," and no serial number was generated or emailed to me.

I have already verified that my account profile contains a valid, qualifying base library.

My Native Access is fully updated to version 8.12.1, but it only launches as Kontakt 8 Player because the crossgrade license token is stuck on the backend server.

Could a community manager please look up my order number and manually push/bind the crossgrade serial to my account profile?

Thank you!

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Accepted answers

Jeremy_NI

@Jeffrey Rausch Unfortunately I don't have the capacity to check order numbers or push this kind of things. You will need to wait for my colleagues to get back to you. They have a lot of requests to process at the moment and the reply times are longer than usual. Sorry for the inconvenience.

All comments

Vocalpoint

Couple things - you will never get a serial emailed to you. And Native Access is current at v3.25.2

If all went well in the NI Shop - you should have 4 different emails over the span of about 8 minutes.

What did you "crossgrade" from - exactly?

PoorFellow

https://community.native-instruments.com/discussion/51608/order-status-complete-but-stuck-on-not-registered-no-serial

My Native Access is fully updated to version 8.12.1, but it only launches as Kontakt 8 Player because the crossgrade license token is stuck on the backend server.

What VocalPoint wrote : latest N.A. is at 3.25.2 now so you must be confusing N.A. with Kontakt or the other way around .

You can try the following Trouble shooter here : My Products Are Showing As DEMO in Native Access, especially '2. Your activation fails because of corrupted or missing activation tokens' and '3. You have corrupted XML files' (delete both NA XML and Kontakt product XML) then restart computer and log in again to see if that helps

You can also try removing Kontakt 8 , then reboot computer and then reinstall Kontakt 8 to see if that helps…

Could a community manager please look up my order number and manually push/bind the crossgrade serial to my account profile?

No can do , you need NI Support for fixing problems like that. : Please contact N.I. Support

The NI forum Customer Care who might be here tomorrow can look into if there appear to be any immediate problem to spot and they can advice you but they do not fix any account problems or purchase problems for that you need to contact N.I. Support

Jeffrey Rausch

My Native Access is 3.25.2. The crossgrade I purchased is Kontakt 8, License Type: Kontakt 8 Crossgrade

Vocalpoint

https://community.native-instruments.com/discussion/comment/267497#Comment_267497

My understanding is that in order for a “crossgrade” to be valid and be authorized - you need a product in your NI account that acts as the “base” product for the crossgrade.

When you selected Crossgrade in the Ni Shop - did you see a product listed that allowed you to select “Crossgrade”.

Usually when browsing products you will see something like “As an owner of Product A - you qualify for a special price on Product B”

Do you remember how you selected Crossgrade?

Jeffrey Rausch

I have sevral NI products that I've purchased over the years. I also had the free Kontakt 8 player. I chose to buy the Crossgrade directly from the NI site. The NI site checked eligibility for the Crossgrade, and qualified me as eligible for its purchase. Don't recall that/if it specifically enumerated which purchased poroduct(s) qualified my eligibility. I then purchased it to Crossgrade the free Kontakt 8 player to the paid Kontakt 8, as advertised. After puchase, I got a receipt, but I never got a license with which to register, The site lists my purchase as "complete" and Kontakt 8 as "unregistered". Native Access only shows the player with an option to "open". No proposed solution has suceeded, e.g., deleting files, or reinstalls of Access or Player have succeeded to install Kontakt 8. A week of trying to get tractable customer support has been fruitless so far as well.

Vocalpoint

https://community.native-instruments.com/discussion/comment/267499#Comment_267499

Have never heard of a “crossgrade” just from Kontakt Player.

True crossgrades are usually associated with owning some other “paid” product and using that as a springboard for crossgrade pricing.

VP

Jeffrey Rausch

We may call it what you like, NI calls it Kontakt 8, License Type: Kontakt 8 Crossgrade. I bought it. There is no NI Sales support crew.

Jeremy_NI

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