Maschine MicorMK3 transfer problems! HELP pls

devere
devere Member Posts: 3 Newcomer
in Maschine

I have bought a 2nd hand Maschine mikro mk3 to replace my aging and flakey korg padkontrol. The seller has sent me the license transfer token that was generated by his NI account, but when I add it into the complete transfer page on my NI account I get the following error message:

'The update/upgrade could not be activated because your User Account does not contain the appropriate base product'

What base product? The seller has no idea either as he has completed all the steps needed to transfer ownership on his end, so is there at least an official way top open a support ticket with NI?

All I got was that chat AI bot, and when it says it is going to transfer me to a human agent to talk to, nothing happens ( I left the chat open for over an hour) , and I cannot find a way to contact any one else.

The controller comes with the box, usb cable and all serial numbers etc. Help would be greatly appreciated here, cheers.

Additional info - I have the latest native access installed and running when trying to activate.

Best Answers

  • Mert_NI
    Mert_NI Customer Care Posts: 655 mod
    Answer ✓

    Hello devere, this case is something that is better to investigate individually.

    So can you please create a support ticket or open a chat support using this link below:

    https://bit.ly/NI_support_NA

    Providing a serial number(in the ticket please, not here) so our team can help you to solve that.

    Normally the Maschine Mikro MK3 does not need any base products as it is an hardware itself. However, I assume that the owner tried to transfer you software instead of the hardware serial which can cause this issue. If this is the case providing the photo of the serial card at the bottom of the hardware and the photo of the invoice/proof of purchase in the ticket that you created(not here please) can help you to solve the issue faster and easier for your information.

    I hope this helps☺️

  • Mert_NI
    Mert_NI Customer Care Posts: 655 mod
    Answer ✓
    https://community.native-instruments.com/discussion/comment/178182#Comment_178182

    Hello devere, if you have a Transfer ID, this Knowledge Base Article can help you with this subject:

    How to Import a License Transfer ID to your NI Account

    According to the chat that you have created, please have no worries, so once you create a chat support and if there is no available agent at that moment, the chatbot will create a ticket so our team should reach you back as soon as possible asking the related photos.

    I hope this helps☺️

Answers

  • Mert_NI
    Mert_NI Customer Care Posts: 655 mod
    Answer ✓

    Hello devere, this case is something that is better to investigate individually.

    So can you please create a support ticket or open a chat support using this link below:

    https://bit.ly/NI_support_NA

    Providing a serial number(in the ticket please, not here) so our team can help you to solve that.

    Normally the Maschine Mikro MK3 does not need any base products as it is an hardware itself. However, I assume that the owner tried to transfer you software instead of the hardware serial which can cause this issue. If this is the case providing the photo of the serial card at the bottom of the hardware and the photo of the invoice/proof of purchase in the ticket that you created(not here please) can help you to solve the issue faster and easier for your information.

    I hope this helps☺️

  • devere
    devere Member Posts: 3 Newcomer

    Hi and thanks for the reply.

    I have just double checked with the seller however he says it was the item marked HW in his account he generated the transfer token for.

    Regards starting a ticket I must be having a senior moment but I'm not seeing anywhere to contact support from the provided link. I'm using MS edge as my browser. All I get are the articles I have already read and the option to visit the community here. I have all the images you mentioned.

    The NI chat bot is also no use as it seems locked up in my last conversation with it; and does not respond any further. Or do I need to start a ticket through NA2 client?

    cheers

  • Mert_NI
    Mert_NI Customer Care Posts: 655 mod
    Answer ✓
    https://community.native-instruments.com/discussion/comment/178182#Comment_178182

    Hello devere, if you have a Transfer ID, this Knowledge Base Article can help you with this subject:

    How to Import a License Transfer ID to your NI Account

    According to the chat that you have created, please have no worries, so once you create a chat support and if there is no available agent at that moment, the chatbot will create a ticket so our team should reach you back as soon as possible asking the related photos.

    I hope this helps☺️

  • devere
    devere Member Posts: 3 Newcomer

    Cheers for the assistance. As mentioned support did indeed answer through the chat bot and now my maschine is added correctly to my A/C. Cheers again!

  • Mert_NI
    Mert_NI Customer Care Posts: 655 mod
    https://community.native-instruments.com/discussion/comment/178714#Comment_178714

    Hello devere, I'm happy to hear that the issue is resolved☺️

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