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InMusic not responding to support tickets - No accountability

JManProductions

InMusic is not responding to my support ticket - still waiting on the Traktor 4 PRO I purchased 4 business days ago.

There is 0 accountability.

How do we hold anyone accountable.

I have a gig coming up which necessitates STEMs and creating remix deck vocals from those STEMs. Waiting to even have Traktor 4 PRO delivered to my NI app, for 4 business days, is ***.

Hoping someone from NI sees this and gets someone from their third-party support on it:

837200 Traktor Pro 4 Upgrade missing from Native Instruments account

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Traktor Pro 3

Traktor Pro 4

Accepted answers

JManProductions

Turns out you need to download a new major version of the Native Access app.

Support replied today 09-02-2026 with the recommendation it worked.

My purchase is now accessible and all standing issues resolved.

Godspeed everyone.

All comments

Jeremy_NI

@JManProductions We have a lot of requests to process at the moment and the reply times are impacted. My colleagues will get back to you as soon as possible. Thanks for your patience.

JManProductions

It's been a full business week, Jeremy. What is going on? There's no excuse that a ticket to download my Traktor 4 Pro Upgrade even requires a ticket.

Thank god I planned weeks ahead for my gig. It's been a full business week.

I'd like my Traktor Pro 4 Upgrade download request expedited.

JManProductions

Actually EoD Monday it's been Over a full business week.

Unacceptable.

I need you to fix it.

Jeremy_NI

@JManProductions Sorry for the wait, as mentioned, there are a lot of request at the moment. I've pinged my colleagues, someone should get back to you as soon as possible.

djpromote

Yea I was jumping into the forums to see if it was an issue with long waits. Its been 10 days for my support request so I guess it is a problem.

JManProductions

Jeremy, we have businesses. There is only so much prep we can do for a client before it comes down to practice. I know better than to try to learn a new software version two days before a gig, and I'm sure DJPromote does as well.

My software was purchased through native-instruments.com proper - which shouldn't even be an issue.

How does purchasing NI products via native-instruments.com become a support issue?
How can one avoid future purchases becoming support issues?
Your colleagues haven't replied to my ticket EoD 08-25-2026
I need my ticket escalated & expedited.
I would say everyone posting in forums should have their ticket escalated & expedited, like DJPromote in the thread.

Who did you message Jeremy? Why don't I see you on my ticket pinging your colleagues? Why haven't your colleagues responded? We're going on 7 business days now. Business days, not total days. Not a single response from Support.

Do we have to report NI to the BBB or a regulatory authority to get movement on our purchases?

GilStuder

I spent $2,000 on Native Instruments, and have not received the licenses or a refund. The payment system only took a day to take my money, but everyone is too busy to give a refund or the license for the product. Over a week and my money is gone, and I received no product license.

Jeremy_NI

https://community.native-instruments.com/discussion/comment/267705#Comment_267705

Hey there, again, this is a temporary issue, things should be back to normal soon.

Not sure why you assumed you would see me appearing in your ticket, I'm not a support agent, as I said I've contacted my colleagues and I believe they reached out to you already.

Jeremy_NI

@djpromote @GilStuder Sorry, our reply times are longer than usual at the moment. Someone should get back to you as soon as possible. Thanks for your patience on this.

GilStuder

How long does it for an automated process, (licenses added to an account) to be completed? Will I get interest on the refund, since there is an indefinite timeframe attached to tickets?

Jeremy_NI

https://community.native-instruments.com/discussion/comment/267753#Comment_267753

It is most probably a technical glitch, as mentioned before, my colleagues will get back to you as soon as possible.

JManProductions

I have received a response from Neli as of 08-26-2026, who says they manually activated my Traktor 4 Pro Upgrade.

Thank you for pinging them, Jeremy.

Issue is, and remains, Traktor 4 Pro is still not in my Native Instruments account.

This was the issue support was suppose to fix in the first place, and said they've now fixed.

And, support closed the ticket without the issue being resolved.

What the heck man.

Is this a "temporary" issue too? That support manually activates a product, but the issue remains unresolved, the product remains unavailable?

Who needs to be involved to get us our purchases? Can you ping them please? And if it's the same person, please ping them again. I don't want them to kick the can to Friday & thru the weekend. MY gig is 09/06/2026 and I purchased my product from NI proper not some third party to avoid EXACTLY issues like this.

I appreciate your help so far Jeremy and I'm going to ask you to keep pinging them until the support improves. (The pings will continue until support improves.) How dare they close an incomplete ticket; that just blows my mind how BAD the InMusic support is. I've reopened my ticket.

Again I appreciate you & please continue escalating on your end how you can, Jeremy.

JERALD SKINNER

I see this is a big issue. I am dealing with the same issue. case 839658 Been almost a week. I run several radio stations and I produce the sounds for the shows and clients. Still showing pending. Hope it doesn’t get closed out before the problem is fixed.

JERALD SKINNER

Jeremy_NI

https://community.native-instruments.com/discussion/comment/267770#Comment_267770

Please read the message in it's entirety: "I will close the ticket: however, you can reopen it at any time by simply replying to this message."

I see you replied and my colleagues will get back to you until this is resolved.

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