Which license should I transfer to a buyer ?

Gilbo
Gilbo Member Posts: 21 Member
edited October 22 in Komplete Kontrol

Hello, I've got quite a tricky interogation.
My Komplet Kontrol S49 MK2 failed, but it was still under warranty.
I sent it and they returned me a new one with a new serial number.
But meanwhile I've bought the MK3 so I don't need the S49 MK2 anymore. I didn't use it once and did not register the new license on my account.
I decided to sell it, but I don't know what serial I should give my buyer : only the old serial (which doesn't match with the keyboard) is on my NI account and I don't know if the new one will work or offer the same options (Komplet Select). Should I register the new one and then ask for the transfer ? Should I just give the new serial and let the buyer register it ? Or ask Native Instruments a transfer for the old serial number and give both licenses to the buyer ? The keyboard is still under warranty : is the warranty still aviable with the new serial for the buyer ?

Thanks a lot for those who could answer me.

Best Answer

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,047 mod
    Answer ✓

    AFAIK, the policy now is buyers will get the bundled products automatically when registering the hardware serial, so, in my understanding you don't need to transfer the extra licences, you can but you don't have to. I've asked some confirmation, let us know what you got as an answer from support.

Answers

  • PoorFellow
    PoorFellow Moderator Posts: 4,873 mod

    ( @Jeremy_NI ) I think that tricky questions is best answered by someone that either know or who can make an internal inquiry !

  • Gilbo
    Gilbo Member Posts: 21 Member

    Thanks a lot ! Yes, I think it's quite a puzzle, I'm sorry. So I will wait for an answer from NI.

  • NEKAYBAAW
    NEKAYBAAW Member Posts: 7 Member

    If the buyer purchased the MK3, then they will need the MK3 serial. If the buyer purchased the MK2, the buyer will require this serial.

    the new (returned me a new one with a new serial number) S49 MK2 with its new serial should go to the new buyer if this is the one sold.

    What i'm saying is whichever one that was sold to the buyer requires that unique license to go with it. I would not worry about the license that's in your account if you have these 2 stand-alone licenses: one for the MK2 and one for the MK3.

    I used to work License Transfers for NI a few years ago. I hope this helps, if not let me know where I'm wrong so I can detail it better.

  • Gilbo
    Gilbo Member Posts: 21 Member

    Thank you NEKAYBAAW ! To clarify I don't to sell my MK3, just the MK2 :)
    So, if I understand you well, I should not bother about the previous license of the broken MK2 I sent to the after sales service. I should just give the buyer the new license, without the need of registering in my account and then asking for a transfer.
    What I worry a little about is that I don't know if the new MK2 also have the Komplet Select in it for the buyer, like the old one. Maybe all the S series have it ? And in this case there is no problem.
    I'm gratefull you took time to answer me, it's very nice.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,047 mod
    Answer ✓

    AFAIK, the policy now is buyers will get the bundled products automatically when registering the hardware serial, so, in my understanding you don't need to transfer the extra licences, you can but you don't have to. I've asked some confirmation, let us know what you got as an answer from support.

  • Gilbo
    Gilbo Member Posts: 21 Member

    Thank you very much, I think it answers the question. So the new license should work with the bundle. In any case if it doesn't work I can still do the transfer of the old license. (I don't manage to contact the support, when I say I have not yet ask for a transfer license it just gives me a link, but I cannot further write to them to explain)

  • PoorFellow
    PoorFellow Moderator Posts: 4,873 mod
    edited May 3
    https://community.native-instruments.com/discussion/comment/151219#Comment_151219

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

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

    Then click the Contact support.

    Then again click the Contact N.I. support that shows.

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

    NO

    2: Is your question about License Transfers / 2nd hand purchases?This question is required.

    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 Seller

    5: Have you already requested a License Transfer

    YES (you tried to solve by self-service but failed)

    6 : Ok, so something went wrong with your transfer request. Do you want to sell hardware or software Hardware

    7 : Important: If you want to sell MK2 / MK3 hardware, please only request a License Transfer for the hardware serial number.

    OK

    8 : Some licenses are not transferable

    I still want to contact support

    Please click Continue and don't forget to send us the serials you want to sell!

    Continue

    9 : OK! Let's gather some information specific to your issue.

    This is the opening of your ticket described in ONE line so the INCLUDE SERIAL , then OK to open ticket .

  • Gilbo
    Gilbo Member Posts: 21 Member

    Thanks a lot PoorFellow, I did as you showed. When I have the answer I will post it here in case it could help someone else.

  • Gilbo
    Gilbo Member Posts: 21 Member

    I'm very sorry but eventually I never got the final answer from NI support. It's the second question I ask them and was never answered. It surprises me because last year they quickly responded the few questions I had.
    Is there any problem with the support team ?

    Anyways, I sold the keyboard, and in case the first licence did not work for the Select, I gave the buyer also the transfer licence of the first keyboard. Many thanks for those who took the time to answer me !

  • PoorFellow
    PoorFellow Moderator Posts: 4,873 mod
    https://community.native-instruments.com/discussion/comment/154785#Comment_154785

    Sorry for your troubles. If there has been any problems with support I wouldn't know. The forum never gets that kind of information. Most we get is like it's busy season and there might be delays.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,047 mod

    @Gilbo What question exactly did they not answer? I've checked your ticket and they said you only needed to transfer the hardware seriual for the MK2. If they forgot one of the questions, why didn't you reply asking about it?

  • Gilbo
    Gilbo Member Posts: 21 Member
    edited May 27
    https://community.native-instruments.com/discussion/comment/156375#Comment_156375

    The question they did not answer I asked was the one of that thread. But eventually, as I had no answer, I asked for the transfer for the MK2 and gave the two license numbers to my buyer in case he would'nt have the Select with the new one. Apparently, he did'nt need the 1st license because it is still in my transfer list so I suppose the info I was given here were correct.

    (The other ticket I was not answer was about another topic and I made another thread for it. I want to sell or give my Kontakt crossgrade bundle and don't know if it would work only with the select 10-14 (it was originally a crossgrade from it) or if it would also worked as the new Kontakt Crossgrade bundle, with just a player library.)

    Thanks for your efforts, I appreciate it. I know my questions are quite complicated and not very clear, I'm sorry. There is no problem if you can't provide an answer.

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