N.I. Website purchasing issue

https://community.native-instruments.com/discussion/comment/191726#Comment_191726

I posted again after this post as I learned a few things trying to get this sorted.

I still consider you as having cross posted on same topic and have deleted the other discussion that you made , ref. : Community Code of Conduct - Please read before posting

I have inserted your post content from cross-posting thread below here :

Hi, I tried to purchase Guitar Rig Pro 7 because of the 50 percent sale.
I moved countries and was unable to edit this in my native instruments account. When I clicked Malta it wasn't send anything to my cart, had to click Australia, then the product went to my cart. It wasn't progressing forward using my Australian address and had to duplicate this with 'add address'. Finally got to my payment and used my debit card which I had credit in it and got declined.
Really disappointed customer here, just seems Native Instruments just make this way too hard hey.
If someone can point me in the right direction?

We in the forum do not have the power to assist you with account or shop questions and for issues with account or shop then you simply have to contact N.I. Account Support or N.I. Purchase Support . In case that you need guidance contacting support : Howto contact NI Support and Howto get in touch with our Customer Care

However then I am able to alert N.I. forum Customer Care (which will arrive here Monday or later) and ask @Jeremy_NI , could you please take a look at the problem described in the posts that I quoted here and is also described in the above ?

P.S. Then also , I am not in a position to issue warranties but if you contact N.I. in good time then they will usually make sure that you get the product at the offered price even if a solution should be delayed.

@Jamukas42 Yes, get in touch with our support, my colleagues will fix it.

@Jamukas42 I can see the ticket and you should have received an email confirmation already.

All comments

Sorry I meant to saying the cart isn't working either not the download button. Could not find a button to edit my post.

https://community.native-instruments.com/discussion/38696/native-instruments-website

Since the site is working here (Ref. Guitar Rig 7 Pro) then it's impossible to tell what is the problem in your end. However the standard advice to give would be that since functionality or lack of same could be a browser issue then you should also try another browser with no extensions and all cookies accepted (my suggestions for alternative browsers would be e.g. Firefox, Chrome, Vivaldi browser and Opera browser ,depending on what you do not usually use) . If that doesn't work either then try using e.g. a mobile unit (Tab/Pad). Also then do NOT use a VPN.

Also support article : I Have a Problem During the Check-Out Process in the NI Web Shop

It has been seen in some cases that people have had an issue with a computer and in very rare cases that people have had an issue with using their home network. But this rare. Usually it's either a temporary problem with the N.I. site or a problem with settings on peoples computer or settings in their browser.

If you can not get it to work at all and have also tried another freshly installed browser then either contact N.I. Purchase Support , or report it here and we can call for N.I. Customer Care Monday , depending on their assessment of the problem then they might still ask you to contact support.

Hello, and thank you taking your time to reach out to me 🙏

The problem was because now I moved to Malta and clicked on that to confirm on the top right I just discovered. That wouldn't work so I had to click Australia where I was originally from before coming to Malta and opened my account there.

I tried to change my address using chrome on my mobile as well as Microsoft Edge and there's nothing there either to change it. I tried changing this for my billing information but address predictions were showing in Australia only. The only option was to change my name and email account in my NI account. I'm thinking the card got declined because of a miss match or something perhaps I'm not sure.

I posted again after this post as I learned a few things trying to get this sorted.

But just got nowhere 😔

https://community.native-instruments.com/discussion/comment/191726#Comment_191726

I posted again after this post as I learned a few things trying to get this sorted.

I still consider you as having cross posted on same topic and have deleted the other discussion that you made , ref. : Community Code of Conduct - Please read before posting

I have inserted your post content from cross-posting thread below here :

Hi, I tried to purchase Guitar Rig Pro 7 because of the 50 percent sale.
I moved countries and was unable to edit this in my native instruments account. When I clicked Malta it wasn't send anything to my cart, had to click Australia, then the product went to my cart. It wasn't progressing forward using my Australian address and had to duplicate this with 'add address'. Finally got to my payment and used my debit card which I had credit in it and got declined.
Really disappointed customer here, just seems Native Instruments just make this way too hard hey.
If someone can point me in the right direction?

Hi thanks for getting back to me.🙂

Yes I've tried the above it doesn't help my issue unfortunately. I'm really stuck here if you can please alert customer care it would be great mate.👍🙏

This is too hard to do it. I've been waiting for the sale for months now.

Warmest wishes

James

https://community.native-instruments.com/discussion/comment/191773#Comment_191773

I'm really stuck here if you can please alert customer care it would be great mate.👍🙏

Jeremy_NI is part of forum Customer Care but even he will most likely ask you to create a ticket. What Jeremy can do is to follow up and make sure that things are getting looked at. Also , daytime on workdays then there usually is chat support for account issues but Jeremy_NI informed us Friday that there were a problem with chat why chat were closed until fixed.

Please contact N.I. Account Support. In case that you need guidance contacting support : How to contact NI Support and How to get in touch with our Customer Care (really ought to say support rather than Customer Care)

Ok I'll try that and hopefully get some results. Mate you're a legend and thanks for helping me out with this. 🙏😃

@Jamukas42 Yes, get in touch with our support, my colleagues will fix it.

Hi Jeremy Poor Fellow said you would be in touch. That guy is awesome 👍

Problem is I tried live chat NI bot and kept going in circles. I requested a support ticket and it didn't happen and there's no other way I know to get in touch. I even tried emailing and got no results unfortunately. Do you think I should just pay with PayPal instead of my debit card? I'm not sure if that's going to work.

I really want to get the 50 percent deal to get Guitar Rig Pro 7 as there's so many effects and I could do so much with my production as at the moment it's a bit limited for guitar with regard to different sounds.

Warm wishes

James

https://community.native-instruments.com/discussion/comment/192031#Comment_192031

That guy is awesome 👍

Thank you so much for the very kind words of appreciation 😀

Problem is I tried live chat NI bot and kept going in circles. I requested a support ticket and it didn't happen

You need to select did not help when/if it doesn't help and then keep doing that until you get to open a ticket , in which case you also ought to receive a confirmation email that ticket were opened (please check spam mail also).

and there's no other way I know to get in touch. I even tried emailing and got no results unfortunately.

Alas then N.I. do not offer the possibility to open a ticket by other means than using the support interface on the site , except such rare cases where Customer Care (e.g. Jeremy_NI) opens the ticket on your behalf. Moderators do not have that kind of power or system access.

Do you think I should just pay with PayPal instead of my debit card? I'm not sure if that's going to work.

In my opinion then PayPal is always a very good payment alternative if available, except of course in the case where it increase the cost noticeable, so if it works then why not use it ? N.I. is trustworthy, but generally then of course also only use your payments methods , including PayPal , on sites that you find trustworthy.

I really want to get the 50 percent deal to get Guitar Rig Pro 7 as there's so many effects and I could do so much with my production as at the moment it's a bit limited for guitar with regard to different sounds.

If you submit a ticket regarding a purchase problem in very good time before end of offer then usually N.I. will let you have the deal at the offer price even if a solution is delayed to beyond how long the offer lasts. Of course I not being a N.I. employee I am not in a position to make warranties but still it usually works as I have described.

If you open a ticket then I will ask if @Jeremy_NI (who is a hard working and awesome N.I. Customer Care person 🙂), could you please check that the ticket has been made and are in progress ?

@Jamukas42 I can see the ticket and you should have received an email confirmation already.

Hi and thank you again for this. 🙏😃Just one final question if I pay with PayPal is it ok to use my Australian country region instead of Malta because Malta is where I'm residing now. I lived in Australia when created my NI account and the top right click for country region doesn't work for Malta, the product doesn't go to the cart and there's nothing I can do to fix it.

So if pick Australia will I be breaking any rules?

I'll wait for the support email as well as you suggested.

Warmest wishes to you and Poor Fellow

James

if I pay with PayPal is it ok to use my Australian country region instead of Malta because Malta is where I'm residing now. I lived in Australia when created my NI account and the top right click for country region doesn't work for Malta, the product doesn't go to the cart and there's nothing I can do to fix it.

So if pick Australia will I be breaking any rules?

Again then I am sorry but I do not have that kind of system access or insight. However then I think that in the end then it doesn't matter what I or you think because in the end then it will be a matter of how the shop server is setup. And I don't think that N.I. are going to tell anybody anything about any server rules any time. I can ask if @Jeremy_NI has anything to add (?) but other than that then I think that that would also be a question for shop support which can advise you with respect to your specific question as well as help you out in general with the account problem.

Hi, not sure what to do in this instance.

If it's not too much trouble to maybe ask @Jeremy_NI for me. I really appreciate you taking the time to reach out to me. 🙏