Don't qualify for crossgrade message

djsdz73
djsdz73 Member Posts: 37 Member
edited June 19 in Komplete General

Hi,

I have a couple of questions.

1: I have Komplete 14 Ultimate and want to buy a crossgrade but the page says, You do not qualify for cheaper pricing.
This crossgrade only works for registered users of Komplete 2-14 Standard, Komplete 8 -14 Ultimate, Komplete 12-14 Ultimate Collector's Edition. Can I just order anyway or will I run into problems?

2: NI send me this $50 voucher As a thank you for your loyalty, we are giving you $50 off when you spend over $200 on instruments, effects, and sounds.
This voucher is not valid for products of NKS partners, so my question is, is Izotope considered a NKS partner or are they part of NI?

Thanks.

Best Answer

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 11,509 mod
    Answer ✓

    Hey all, in case you need clarification please reach out to our order support, they can check what works and what not given they have access to your accounts data: https://bit.ly/n1orders

Answers

  • Vocalpoint
    Vocalpoint Member Posts: 1,981 Expert
    1. What are you trying to "crossgrade" to? This type of offer is usually used when targeting a non-related deal (like owning Kontakt 7 and using that to "crossgrade" to Komplete Standard). If you already own K14 ULT (like I do) - not much left to "crossgrade" to out there now.
    2. NKS Partners are third party vendors like 8Dio, SoundIron or eInstruments etc. You will see their products listed on the NI site under the NKS Partners area. I do think you may be able to use that voucher for iZotope stuff - however there are better ways to get iZotope stuff cheaper than via NI (depending on what you are looking at).

    VP

  • djsdz73
    djsdz73 Member Posts: 37 Member

    Looking to crossgrade to Izotope Music Production Suite 6.5 which includes Ozone 11 Adv. Neutron 4 and a bunch of other stuff, having K14 Ult I should qualify but for some reason it says I don't.

  • Vocalpoint
    Vocalpoint Member Posts: 1,981 Expert
    edited June 19

    I see the cross grade on the website. And it does not say you do not qualify.

    I think you may be confusing this text:

    "You do not qualify for cheaper pricing'"

    With the ability to actually buy this - at the price listed.

    All the text says to me is - "Here's a pretty tasty price for you (Mr. Komplete 14 ULT owner). Take advantage of this killer deal but even with K14 ULT - don't expect anything cheaper than this"

    And this part is standard on all crossgrades:

    This crossgrade only works for registered users of Komplete 2-14 Standard, Komplete 8 -14 Ultimate, Komplete 12-14 Ultimate Collector's Edition.

    You won't be able to install and activate this version unless you own one of the required products listed above!

    You clearly qualify for this - at the crossgrade price - but no better than that.

    If you are unsure before pulling the trigger - contact NI Sales Support and get some clarity.

    VP

  • djsdz73
    djsdz73 Member Posts: 37 Member

    Well the funny thing is that it says "this is the best option for you" under the full price so IMO something is off.

  • PoorFellow
    PoorFellow Moderator Posts: 3,968 mod
    https://community.native-instruments.com/discussion/comment/160783#Comment_160783

    In case of any doubts or problems then contact N.I. Purchase Support .

    Please refer to the page : How to get in touch with our Customer Care

  • djsdz73
    djsdz73 Member Posts: 37 Member
    edited June 20

    I tried to go ahead and purchase anyway but stopped when I got a Wrong License message. I've contacted support, waiting for a reply now.

    NI Issue.jpg

    As you can see I clearly qualify.

  • Matt_NI
    Matt_NI Administrator Posts: 1,130 admin
    https://community.native-instruments.com/discussion/comment/160783#Comment_160783

    I just checked this and something does seem off - I've escalated it to have the web team look at it quickly

  • geophysx
    geophysx Member Posts: 4 Member

    Hi, any further development here?

    This sounds very much like what I experience with MP-Suite 6.5 too — I had successfully upgraded from v12 Ultimate to v14 Coll.Ed. last night, I installed the included PA plugins after voucher-checkout on the PA site, I also tested Ozone 10 (installed via NI Access) as plugin in Wavelab, all good. Will say: upgrade licence is active and functioning. The worst issue at that point was that it is completely unclear whether and how an Izotope account would be integrated in the procedure — I do not see any Izotope licence codes in my accounts on both sites, for the included Ozone 10.

    → But when I choose now to buy the Izotope Music Production Suite 6.5 from the Summer-of-Sound 2024 deals at NI, then the system suggests to me the 'full' version, instead of the ~270 EUR so-called 'crossgrade' offer; which normally should be fitting for anyone with a standard Ozone licence by itself already, not to mention other redundancies or "build-uponabilities" from Komplete 14 CE.

    When I click on the crossgrade card while 'Full Version' is auto-selected — which I have to do with 2 (two) single clicks btw — then it inconsistently states a warning after the second click on the crossgrade card: "This crossgrade only works for registered users of Komplete 2-14 Standard, Komplete 8 -14 Ultimate, Komplete 12-14 Ultimate Collector's Edition." Which I am for 14 CE now (or am I missing something?).

    Same behaviour tested for Ozone 11 Advanced card.
    But it works fine e.g. for Guitar Rig 7 pro.
    It seems somehow that the system does not recognize the 14 CE licence for the Izotope crossgrade products/offers. Same story as for @djsdz73 during checkout, it seems (aborted attempt):

    Screenshot_2024-06-25_090300.png

    And of course, oh the irony: I just received an e-mail advertisement for the MP suite 6.5 offer - jeeeez, I would want to, you know?! 🙈🤦🤣

  • djsdz73
    djsdz73 Member Posts: 37 Member

    Hi Geo, I created a support ticket last week for this issue and received an answer this morning saying that I do qualify and can go ahead with the purchase but I ended up buying it through Thomann this weekend for €299. I did try to "buy" it again just to see if the issue was solved but ran into the same things as before, my guess is that you can just go ahead with buying and it should be fine although you may need to reach out to support if you run into activation issues.

  • geophysx
    geophysx Member Posts: 4 Member

    Ah OK, interesting. With your new version you are on the safe side anyways. Should be identical to what NI has listed as "Full version" (not crossgrade, so: no pre-existing licence needed). But with the additional special voucher, NI also has a very competitive price tag.
    In the current reorganisation phase (NI, Izotope), one can probably not be sure, if a crossgrade licence from retail would have worked out well enough in your/our case — at least in my case I do not see an Ozone licence from the Komplete 14 package in my Izotope account (nor at NI, which surprises me), which IMO would be mandatory in order to 'cross'upgrade using the retail licence. I am not in a rush with this until in a couple of days. I'll see how the situation develops; had a very positive experience with support in another case last week already, I am confident this will work out OK as well. Thx, for sharing the information.

  • djsdz73
    djsdz73 Member Posts: 37 Member

    Yeah until NI & Izotope also merge user accounts things are probably not going to be as straight forward as we would like. Prior to buying MP Suite 6.5 I only had a couple of free Izotope plugins that came with some hardware but the Ozone 10 license that is part of K14 doesn't show up on the Izotope side so there's no upgrade path there. Personally I think that, at least for now, you're actually better of buying a license that registers at Izotope, that way you'll always have upgrade options when they have a sale at let's say Plugin Boutique or something similar, not sure if you have that option if your license is registered at NI.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 11,509 mod
    Answer ✓

    Hey all, in case you need clarification please reach out to our order support, they can check what works and what not given they have access to your accounts data: https://bit.ly/n1orders

  • geophysx
    geophysx Member Posts: 4 Member

    I want to add some update from my side here, maybe helpful for others:

    After I reached out to NI order-support via the chat function (the auto-chat of course did not understand the issue and forwarded to a more human-appearing entity) and my issue was instantly forwarded to someone who took care about this and reached out to me via e-mail, saying that NI (my wording) is aware of a erroneous behavior with the upgrade-tile recommendation, but I could proceed with checkout because my Komplete 14 CE qualified for the upgrade to MP Suite 6.5.

    So I did that and it worked flawlessly. Immediately after checkout, the individual licences of the contained products all appeared in my Izotope account (which uses the identical e-mail as used for NI, that might have helped a lot). I added the listed licence numbers in Native Access and in my PluginAlliance account and after that GuitarRig7Pro showed the full content, PA installer software had the new products available for download/installation, and also the Izotope manager had automatically all the rest (Ozone 11 Avanced etc.) listed for installation and authorization.

    Long story short: If you hesitate b/c of the same problem, i.e. the NI shop not recognizing an existing qualifying Komplete licence for an Izotope related upgrade → you can probably just go ahead and order the upgrade and in this case ignore the pre-checkout auto-warnings about licences not being the right one. If still in doubt → ask their support as mentioned above, they were reasonably fast.
    If you have an Izotope account under the same e-mail as for NI, that might help a lot. Not sure, how that is solved if two different addresses are used and NI tries to put the licences in a newly (by them) generated account at Izotope and one had to merge licences from a pre-existing account at Izotope.
    For me, this is solved. (Error on the website remains…)

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