New X1 added serial and no Traktor Pro 4

NoheroUK
NoheroUK Member Posts: 6 Member
edited October 2024 in Traktor Software & Hardware

Hi,

I've purchased an X1 Mk3 and it was advertised with Traktor Pro 4 included. I've added the serial number and only see Traktor Pro 3, which could possibly be my existing version I already own. How do I get the Traktor 4 install?

Thanks,

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Best Answers

  • maniacintosh81
    maniacintosh81 Member Posts: 765 Expert
    Answer ✓

    Had a similar issue with my S4 Mk3 registered yesterday. You'll have to contact support. I am sure they will sort it out. They did for me.

    NI website → Support → Purchase & Account → Account support → (scroll down) Contact Support → Contact NI support.

  • maniacintosh81
    maniacintosh81 Member Posts: 765 Expert
    edited July 2024 Answer ✓

    Yes, got a mail confirmation which quoted my entries into the form. Contained a link to my support ticket and its number also.

    You checked your span folder?

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Answers

  • maniacintosh81
    maniacintosh81 Member Posts: 765 Expert
    Answer ✓

    Had a similar issue with my S4 Mk3 registered yesterday. You'll have to contact support. I am sure they will sort it out. They did for me.

    NI website → Support → Purchase & Account → Account support → (scroll down) Contact Support → Contact NI support.

  • NoheroUK
    NoheroUK Member Posts: 6 Member

    brilliant, thank you. Did they just add the license for you?

  • maniacintosh81
    maniacintosh81 Member Posts: 765 Expert
    edited July 2024

    As hardware was registered fine in my account and I just didn‘t got a Traktor licence for it (either 3 or 4) in my account: Yes, they added „Traktor Pro 4 Upgrade for HW“ with serial. After that I could install it via Native Access 2.

  • NoheroUK
    NoheroUK Member Posts: 6 Member

    OK, that sounds great cheers.


    Out of interest did you get an email confirming your support request? I didn’t after completing the support form.

  • maniacintosh81
    maniacintosh81 Member Posts: 765 Expert
    edited July 2024 Answer ✓

    Yes, got a mail confirmation which quoted my entries into the form. Contained a link to my support ticket and its number also.

    You checked your span folder?

  • NoheroUK
    NoheroUK Member Posts: 6 Member

    wasn’t in spam, I’ve resubmitted and now have an email.


    Thanks for the help

  • dj oquendo
    dj oquendo Member Posts: 6 Newcomer
    https://community.native-instruments.com/discussion/comment/166609#Comment_166609
    https://community.native-instruments.com/discussion/comment/166593#Comment_166593 


    Hello, can you send me the direct link to the service because the same thing happens to me, thank you

  • maniacintosh81
    maniacintosh81 Member Posts: 765 Expert

    Just go to the NI website and follow the given path. You need to accept cookies and have to be logged in with your account.

  • NoheroUK
    NoheroUK Member Posts: 6 Member

    https://support.native-instruments.com/hc/en-us/sections/18115022767005

  • dj oquendo
    dj oquendo Member Posts: 6 Newcomer
    https://community.native-instruments.com/discussion/comment/166604#Comment_166604

    hola saludos desde colombia pero como lo hiciste tenias otra cuenta aparte con traktor pro 3 ??

  • dj oquendo
    dj oquendo Member Posts: 6 Newcomer

    cuanto tiempo tardan en responder el correo amigo

  • Cheenis
    Cheenis Member Posts: 15 Member
    https://community.native-instruments.com/discussion/comment/166604#Comment_166604

    How long did this take to get a response?

    I contacted them on Sat morning, but I'm guessing they have not been in over the weekend, but I'm wondering what response times are like? I bought a X1mk3 last week and registered it last weekend (I already have traktor pro3 through my Z2 and S8)

    I'm hoping that they will honour the upgrade, otherwise I'll have to return the unit back to the shop whilst I can still return it and then order another one. It would just be money for the postal service and would probably hurt the shop I bought it from. Zero win. I like to think NI will do the right thing.

  • Heisenberg
    Heisenberg Member Posts: 390 Pro
    https://community.native-instruments.com/discussion/comment/166645#Comment_166645

    Please write in English in this forum so that everyone can understand.

    The Support will get in touch with you soon. It was just the weekend in Germany, now the new week has started and support will certainly process the emails.

  • maniacintosh81
    maniacintosh81 Member Posts: 765 Expert

    According to my Traktor Pro 4 licence issue I opened a ticket late afternoon/evening in Thursday and got a reply on Friday around midday.

    Another issue few weeks earlier took a werk until I got a reaction. I think it depends on number of requests and the issue itself. Don‘t forget that in vacation season may be not as many supporters in as in the rest of the year.

  • Cheenis
    Cheenis Member Posts: 15 Member

    Thanks for responding. Fingers crossed it'll get an answer within the week. I suspect they got a load over the weekend too with people trying out the new software. I'm about to go on holiday and will be off grid for 3 weeks so I was hoping to get hold of it so I can play and learn whilst away. I'll do my best not to explode with impatience before they respond :)

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