New product installed unintentionally to old acount

AndrKow
AndrKow Member Posts: 4 Newcomer
in Native Access

3 years ago I bought S88 and created account. Recently I bought second hand S49, wanted to install on new account and unfortunately installed to my old account. I want to have separate accounts for S88 and S49. How can I reinstall S49 from old account to new account?

Old account is older version of software, now after installing S49, Maschine2 is not working properly (no instruments).

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Best Answer

  • Mert_NI
    Mert_NI Customer Care Posts: 927 mod
    Answer ✓
    https://community.native-instruments.com/discussion/comment/190043#Comment_190043

    Hello AndrKow,

    Please keep in mind that these softwares are supplement softwares and the supplement softwares are not transferable. However they will be automatically added to the new owner's account once the Hardware trasnfer will be completed. Also, the hardware software supplements remain validly registered in your account as well and can still be used.

    So to conclude, if you want to sell/transfer your Hardware, it will be enough to just transfer the Hardware serial and the supplements will be added to the new account automatically.

    Or, you can merge your accounts to eachother which will also create a transfer for every product.

    If you can't transfer the hardwares or would like to merge your accounts, please create a support ticket or open a chat support using this link below:

    https://bit.ly/NI_support_NA

    So our team can help you further to solve that.

    I hope this helps☺️

Answers

  • mykejb
    mykejb Moderator Posts: 2,605 mod

    You can transfer the S49 to your other account by going through the process on this page https://support.native-instruments.com/hc/en-us/articles/210288845-Buying-or-Selling-a-Native-Instruments-Product-Second-Hand

    You create a transfer ID then use it to import the S49 to your second account. There's a waiting period before you can do this after registering a new product (I think 60 days) but if you contact support they'll be able to do it for you.

    Why do you need two accounts? You should be able to have both keyboards on the same account without any problems. Adding a new keyboard shouldn't affect what software versions are available so it sounds like something else is wrong there.

  • AndrKow
    AndrKow Member Posts: 4 Newcomer

    Thank You. All my previous software is now 'affected' with new transfer. I wanted to migrate may S88 with old software but everything is 'not transferable' exept S88 and upgrade Komplete 13 I made for S88. It is really strange.

  • mykejb
    mykejb Moderator Posts: 2,605 mod

    I'd suggest talking to support, they can probably do the transfer to another account manually. You can start here and eventually you'll get to a chatbot then hopefully passed to a real person.

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

  • AndrKow
    AndrKow Member Posts: 4 Newcomer

    Thank You, first I try to reload everything. Hopefully it starts working.

  • Mert_NI
    Mert_NI Customer Care Posts: 927 mod
    Answer ✓
    https://community.native-instruments.com/discussion/comment/190043#Comment_190043

    Hello AndrKow,

    Please keep in mind that these softwares are supplement softwares and the supplement softwares are not transferable. However they will be automatically added to the new owner's account once the Hardware trasnfer will be completed. Also, the hardware software supplements remain validly registered in your account as well and can still be used.

    So to conclude, if you want to sell/transfer your Hardware, it will be enough to just transfer the Hardware serial and the supplements will be added to the new account automatically.

    Or, you can merge your accounts to eachother which will also create a transfer for every product.

    If you can't transfer the hardwares or would like to merge your accounts, please create a support ticket or open a chat support using this link below:

    https://bit.ly/NI_support_NA

    So our team can help you further to solve that.

    I hope this helps☺️

  • AndrKow
    AndrKow Member Posts: 4 Newcomer

    Thank You for all info.

    For the moment I have reinstalled my software and everything works fine. So You were right saying 'problem is somewhere else'. And now I admitt: one acount is actually better for me.

    Thank You for the help.

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