how do i get in touch with a customer rep

Markiesince96
Markiesince96 Member Posts: 3 Newcomer
edited October 22 in Native Access

i bought a machine mk2 a few years back and barely started to get it hooked up but the serial number is still under the previous owners native access account. i have no contact with the old owner. how would i be able to get it fix

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  • PoorFellow
    PoorFellow Moderator Posts: 4,903 mod
    https://community.native-instruments.com/discussion/31105/how-do-i-get-in-touch-with-a-customer-rep

    All such issues are handled exclusively handled by support :

    The "resolution that works" is the click through make the right choices to open a ticket : N.I. Account Support

    (You need to use browser with Cookie , Security and Extensions settings that will allow for log-in on the page for the page to work)

    Scroll down to bottom of page N.I. Account Support and log in

    Then click the Contact support

    Then again scroll down and click the Contact N.I. support that shows

    Then yes , damn it ! , then you have to click the Contact N.I. support again

    1: Do you need help with the activation or installation of a product?

    NO

    2: Is your question about License Transfers / 2nd hand purchases?

    YES

    3: We have collected all info around 2nd hand purchases in this overview.

    That doesn't help

    4: OK. Are you a buyer or seller

    Buyer

    5 Have you received a License Transfer Token?

    NO

    6 Have you bought it from a shop (Guitar Center, Sweetwater, Thomann, etc.) or from a private person (Ebay, Facebook, etc.)?

    Privately

    7 Please ask the seller to request a License Transfer Token as explained in this article.

    I Can't contact the seller

    8 Please upload a photo of the invoice or receipt from the seller.

    You have to take the rest from there yourself since I can not start opening empty tickets just to make a guide for you.

  • Markiesince96
    Markiesince96 Member Posts: 3 Newcomer

    how long does it take for the ticket to get fixed or for someone to get in contact with you

  • BIF
    BIF Member Posts: 982 Guru
    Answer ✓
    https://community.native-instruments.com/discussion/comment/155017#Comment_155017

    Could be up to a week, maybe two weeks. I'd give it at least 5 business days before making noise with war drums.

  • PoorFellow
    PoorFellow Moderator Posts: 4,903 mod
    https://community.native-instruments.com/discussion/comment/155017#Comment_155017

    Hard to say , it can take up to a week. If you opened the ticket correctly then you ought to get a confirmation email within a couple of hours at most. Also , support do not work in weekends or on holidays (today , Monday, is a Pentecost holiday many places in Europe).

  • Markiesince96
    Markiesince96 Member Posts: 3 Newcomer

    I appreciate you guys

  • BIF
    BIF Member Posts: 982 Guru

    Hey, @PoorFellow is the rock star here. I'm just some dude on the internet! 😏

    Good luck with your issue.

  • PoorFellow
    PoorFellow Moderator Posts: 4,903 mod
    https://community.native-instruments.com/discussion/comment/155056#Comment_155056

    PoorFellow is the rock star here.

    Thank you so very much for the very kind expression of appreciation , all , I can say is : "I wish". (for the pay , not the fame). I am just a simple person , trying as best I can while trying to 'stay afloat' and survive 🙂

    I'm just some dude on the internet!

    Are we not all ! 😀 👍️ 🤘(rock on)

    Having been (trying to?) trouble-shooting tech for a long time and at the same time mostly have had no access ever to any real sources of insight and mostly been too poor to buy documentation about tech until deprecated for years then I always understood that while many act as if they do then nobody 'knows it all' and only fools pretend to do so.

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