I can't add my product serial in Native Access

tmcasper
tmcasper Member Posts: 6 Newcomer
edited December 2024 in Komplete Kontrol

I can't add my product serial in Native Access, it says it's already been added. Anybody else deal with this?

It's not second hand. I added it to my account a few years ago and haven't used the account in that time.

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Best Answer

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,390 mod
    Answer ✓

    @tmcasper Plese check your inbox/spam filter. On December 15th my colleague replied to request 4453471.

    Hello,

    Thank you for contacting Support.

    At your convenience please provide an image of the device, the serial number sticker, and a copy of your receipt for assistance.

    I see that my colleague again replied to another request of yours 4458302. You submitted the information this time. My colleagues will get back to you as soon as possible.

Answers

  • tmcasper
    tmcasper Member Posts: 6 Newcomer

    Also forgot to add, 'support' is basically unavailable. Submitted 2 tickets now, since Dec. 15, no response.

  • PK The DJ
    PK The DJ Member Posts: 2,230 Expert

    "I added it to my account a few years ago"

    OK, so "it says it's already been added" is correct then, yes?

    Ergo if it's already there, no need to add it again.

  • tmcasper
    tmcasper Member Posts: 6 Newcomer

    No, problem is, it's not showing up in my account, so according to Native-Instruments, I don't own a Komplete Kontrol s88… And I think I am missing out on some software.

  • Vocalpoint
    Vocalpoint Member Posts: 3,075 Expert
    https://community.native-instruments.com/discussion/comment/199162#Comment_199162

    Well - once added - always added. I added stuff to my account in July of 2002. It is still there.

    Not doubting that you added it - but I am doubting what acct you are using to login with.

    VP

  • tmcasper
    tmcasper Member Posts: 6 Newcomer

    Thanks. I double checked all of my other gmail accounts. No dice. I just want to speak to support and I'm sure they could help me out, but there's no way to contact them, it's frustrating. I'll keep trying, I'm sure they're busy.

  • PK The DJ
    PK The DJ Member Posts: 2,230 Expert

    "there's no way to contact them"

    There is, and you've used it. In your previous post, you said you've submitted two tickets.

    ….and yes, they're busy - as stated on the main site:

    "Busy season in progress... Please note that due to a high volume of requests, the response time from our support is currently longer than usual. We thank you for your understanding."

  • tmcasper
    tmcasper Member Posts: 6 Newcomer

    Yeah I get it. Whatever though, no big deal, I’ll revisit after the new year. Just thought maybe someone in the community may have had a similar issue.

  • PK The DJ
    PK The DJ Member Posts: 2,230 Expert

    You're being very vague. What software do you think you might be missing?

    You have an S88 keyboard (MK2 according to your profile) and a quick online search shows this came with a basic Komplete bundle and basic Maschine (Essentials).

    Did you not download any of the software when you first registered the keyboard?

    When you log in to Native Access now, what do you see? When you log into your account on the main site, what is listed?

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,390 mod
    Answer ✓

    @tmcasper Plese check your inbox/spam filter. On December 15th my colleague replied to request 4453471.

    Hello,

    Thank you for contacting Support.

    At your convenience please provide an image of the device, the serial number sticker, and a copy of your receipt for assistance.

    I see that my colleague again replied to another request of yours 4458302. You submitted the information this time. My colleagues will get back to you as soon as possible.

  • tmcasper
    tmcasper Member Posts: 6 Newcomer

    Thanks Jeremy, I responded to the ticket a few days ago. Appreciate your response, apologies for the double submission, I was concerned the first one didn’t get submitted properly.

    I know you guys are busy.

    Happy Holidays.

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