Automated ticket system hangs

BMM
BMM Member Posts: 9 Newcomer
edited October 2024 in Other Software & Hardware

I am trying to sort out a webshop issue. The chatbot hangs after making selections or writing a sentence. I entered a ticket using the chatbot for a different issue recently and did not get any response or acknowledgment. How can I contact NI outside of this chatbot? Thank you.

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Answers

  • Sunborn
    Sunborn NKS User Library Mod Posts: 3,757 mod
    Answer ✓
    https://community.native-instruments.com/discussion/19083/automated-ticket-system-hangs

    Best contact an admin here, he will guide you further. @Jeremy_NI

  • BMM
    BMM Member Posts: 9 Newcomer

    Thank you for responding.

  • PoorFellow
    PoorFellow Moderator Posts: 7,347 mod
    https://community.native-instruments.com/discussion/19083/automated-ticket-system-hangs

    If you have this type of issue then there are two things to always try !

    1. Try using another browser , and in that browser use no plugins and also accept all cookies. Browsers suggested to try is e.g. Vivaldi browser and Opera browser (that to check for any problems in connection with the browser that you use !)
    2. Try at another time , especially if sales are going on, there might be periodical problems !

    If none of that helps then do as Sunborn suggests and wait for Jeremy to assist !

  • BMM
    BMM Member Posts: 9 Newcomer

    Thank you, Poor Fellow. There were sales so maybe the system was swamped.

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,933 admin
    edited November 2023

    @BMM Trying to sort out what's happening here. I found an old request from you, submitted on November 4th that did not get an answer indeed. What kind of issue are you having this time? I would suggest to try this typeform instead: https://bit.ly/NIsupport_RA Let me know if you're able to submit a request there.

  • BMM
    BMM Member Posts: 9 Newcomer

    Hello @Jeremy_NI

    My last issue was resolved by letting the unprocessed order sit - it deleted after some time and placed my order again.

    I checked out the form above. I previously merged the two email accounts with a rep years ago, so I don't want to try it again unless I am directed to. I reported on November 4th, my old email address is coming up in the final step when you enter a credit card. It cannot be edited. Receipts and acknowledgments are coming to both email addresses, though I didn't compare if all emails are coming to both addresses. Can someone get rid of that old email address again? Thank you.

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,933 admin

    @BMM You should be able to go through the webshop chat now, it looks like the issue was fixed.

  • BMM
    BMM Member Posts: 9 Newcomer

    I received an email response to my inquiry and I have replied there. If that does not solve it, I will try the webshop chat again. Thank you, @Jeremy_NI

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,933 admin
    Answer ✓

    @BMM Great! Thanks for the update.

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