Wheres my purchase

Mervstrat
Mervstrat Member Posts: 5 Newcomer
edited December 2024 in Komplete General

I purchased Scene Saffron from the NI website today. However, even though it appears in my purchase history I have received no confirmation of purchase or any download details.

I understand I am supposed to download and install Native Access, login and my purchase should be listed…….nothing.

Trying to contact anyone is like pulling teeth. I am new to NI so thought I'd try some of their products, is it really going to be this frustrating everytime I want to purchase a new instrument? if so I'll look elsewhere.

Any help would be appreciated

Thanks

Merv

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  • PoorFellow
    PoorFellow Moderator Posts: 5,469 mod
    https://community.native-instruments.com/discussion/39741/wheres-my-purchase

    Please check email spam folder for any email containing a serial to register in Native Access.

    Else then you should be able to see any serials connected with your account on the MY PRODUCTS, SERIALS,AND DOWNLOADS page , listed as either Not registered or as Registered Products. If the product list as registered then it ought to be available in Native Access , if it lists as not registered then it should be registered in Native Access using Add Serial.

    If none of this is of help then please contact N.I. Purchase Support , In case that you need guidance contacting support : How to contact NI Support and How to get in touch with our Customer Care

  • PK The DJ
    PK The DJ Member Posts: 2,235 Expert

    @Mervstrat your profile says MacOS - but which version?

    Maybe the reason you're not seeing Scene Saffron is that your OS is too old.

  • Mervstrat
    Mervstrat Member Posts: 5 Newcomer
    https://community.native-instruments.com/discussion/comment/196443#Comment_196443

    Thanks for the reply, no I have checked all that, no correspondence from them at all.

    This my Mac details……..Sonoma 14.5 2019 MacBook pro.

    Since last posting when I go to order history my purchase has now disappeared and it says I have not placed any orders. However, my online banking shows I have a pending payment for the amount. Previously on the order history it showed the payment, now it's gone.

    I'm just going round in circles trying to find someone I can speak to………

    I sent an email and got this reply………

    Thank you for contacting Native Instruments. For all inquiries or questions regarding products, orders or support, please use our online support help:

    I did copy the link but they will not allow me to add it to this message!!

    So I followed the link and I can't find anywhere I can email. It seems they make it as difficult to contact them as possible.

    Pretty awful customer service

    Merv

  • PoorFellow
    PoorFellow Moderator Posts: 5,469 mod

    @Jeremy_NI , the above appear as if could need your attention

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,401 mod
    edited December 2024 Answer ✓

    @merv I don't see any request from you in our system.

    Please read carefully how support works: https://bit.ly/NI_Support_How

    It's very important to be logged in to your account. If you're not you don't get the chatbox. If you have difficulties logging in, there is a dedicated link to the dedicated typeform:

    https://support.native-instruments.com/hc/en-us/articles/360000427858-Account-Login-Password-Support-WIZARD

    Sorry if the fourney seems that complicated, I'm assuming you missed the logging to your account part. It's not difficult by design, we're working on improving the experience and your feedback is also useful for that.

  • Mervstrat
    Mervstrat Member Posts: 5 Newcomer
    https://community.native-instruments.com/discussion/comment/196443#Comment_196443

    Thanks for the reply, no I have checked all that, no correspondence from them at all.

    This my Mac details……..Sonoma 14.5 2019 MacBook pro.

    Since last posting when I go to order history my purchase has now disappeared and it says I have not placed any orders. However, my online banking shows I have a pending payment for the amount. Previously on the order history it showed the payment, now it's gone.

    I'm just going round in circles trying to find someone I can speak to………

    I sent an email and got this reply………

  • Mervstrat
    Mervstrat Member Posts: 5 Newcomer

    @Jeremy NI,

    I have logged into my account and have now spent hours trying to resolve this.

    But once again, if I may explain. I bought Scene Saffron yesterday and paid for it through your site with a credit card. When I looked at my order history, it showed my order and payment etc, I wish I'd taken a screen shot as that has now disappeared. My bank account is showing a pending payment to Native Instruments for the correct amount, (see screen shot) I have received no emails or confirmation of purchase or any download details and you are now telling me you can find no request from me, so clearly something has gone wrong.

    if you could possibly help out I would really appreciate it.

    Thanks

    Merv

  • Mervstrat
    Mervstrat Member Posts: 5 Newcomer

    @Jeremy NI

    Here is a screen shot of pending payment

    IMG_7936.jpg

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,401 mod
    https://community.native-instruments.com/discussion/comment/196731#Comment_196731

    I'm sorry but I don't have the necessary tools to help you, my colleagues do. I see that you used the password recovery typeform, so they'll get back to you as soon as possible. Does it mean that you were not able to login to your account? In the article we posted (https://bit.ly/NI_Support_How), what part was not as expected?

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