Support Email Blocking My Replies - Native Instruments - [#inMusic-892349]

Question

I am moving my support email conversation here because all of my replies are being blocked. Please assist with this ticket:

Hi Cramer,Thank you for your email.My name is Riff, and I'm working alongside our CX team here at inMusic.I understand Cloud Supply and Latin Trap still aren’t appearing after you redeemed Komplete Select - Beats for Akai and refreshed your library. Thanks for checking those initial steps already; I’ll help you work through the remaining visibility checks.1. Check the NI account. You’ve already confirmed that Native Access is signed into the same account used to redeem Komplete Select - Beats, so this check is covered.2. Check OS compatibility. Native Access only displays products compatible with your current operating system version. Compare each missing product’s system requirements with your installed Windows 11 version.3. Reset the product information file. A corrupted NativeAccess.xml file can prevent products from appearing. Locate and delete NativeAccess.xml using Windows’ file search, then close and reopen Native Access and select Refresh.4. Check legacy visibility. If a missing product is a legacy title, it may be hidden. Select “Show Legacy Versions” in Native Access, then check your library again.5. Check the app version and resync. You mentioned using Native Access 3.26.0; please check whether a newer version is available and make sure the latest version is installed. Although you’ve already signed out and back in, repeat that after the checks above, then select Refresh to retry syncing your product entitlements.If both products are still missing after these checks, please generate a Native Access support file using Help menu > Create Support File and attach it to your reply. A team member will need to review your account’s product entitlements; your order number NI4430905 is already included in the ticket.Kind Regards,

Riff

My intended reply:

Those steps did not help. I have the file ready. Please direct where to attach.

mykejb · Answer

@MamaKrama I've deleted the zip file you uploaded as it contains personal information and product serials/keys. If you're asked to send it the support agent should give you a more secure way to do it.

Jeremy_NI · Answer

Hey @MamaKrama Sorry to hear about your misadventures with our support portal. You can update your ticket using the Riff chat bot. Use the original ID #892349. Just start speaking to Riff, give it the email and ticket number and Riff should be able to update the ticket with your replies/comments on your behalf. Agents will see it and reply to you. If that doesn't work out I will send an alternative solution to you by DM.

PoorFellow · Answer

https://community.native-instruments.com/discussion/52212/support-email-blocking-my-replies-native-instruments-inmusic-892349

Only NI Support handles support cases.  NI Customer Care which is here standard work hours on normal workdays can perhaps look into ticket processing but still only NI Support do the ticket processing.

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