Komplete Purchased, Card Charged, but NI Removed My Order & Won’t Open A Support Ticket??

enordgren · 2025-01-13T18:39:08+00:00

There was an error rendering this rich post.

Hey everyone, it feels weird to jump into such a frustrating first post after using NI products (mostly) without a hitch for 10 years, but I figured the community could help. I purchased an update to Komplete 15 since I got a new system and almost nothing in Komplete 10 would work anymore. Card was immediately charged, but the checkout page never refreshed. Never received an order confirmation email or anything. I looked in my order history and there was an order page with order number for the update I had just bought but it was listed as Pending Payment.

Well I’m glad I took a screenshot of that order, because now it doesn’t show up in my account at all. There’s zero proof I even made a purchase from NI except for the charge sitting on my credit card. To make things worse, I’ve tried to create a support ticket twice now (since both times they couldn’t connect me with anyone) and a ticket just isn’t created. No email. Nothing. When I contacted support a few months ago about an unrelated issue they also said a ticket had been created but also never emailed me. So at this point I’ve never gotten to speak to support, seemingly cannot create a ticket, and never actually received what I’ve paid for, the record of which has been removed from my account for some reason. Granted, it’s only been one day, and the customer service team must be massively busy, but now that my order vanished I’m starting to get worried. Anyone have suggestions on what to do next?

Find more posts tagged with

Komplete

customer care

Accepted answers

enordgren

Sounds great. Thanks a ton Jeremy & @PoorFellow ! Glad we could figure it out, I appreciate you both taking the time these last couple days.

All comments

PoorFellow

https://community.native-instruments.com/discussion/41307/komplete-purchased-card-charged-but-ni-removed-my-order-won-t-open-a-support-ticket

First of all then it is understandable if you are both frustrated and if you worry.

Good news is that despite your problems then N.I. Support will make sure that you either get what you bought or a refund , we just have to get you connected to support.

To me then the whole thing , sounds as if related to a browser issue so please open a support ticket by trying 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)

The suggested browsers are what I expect will work if having never been installed before on the computer and then used as is with no extensions and all cookies accepted.

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

Last but not least I will call for @Jeremy_NI , and ask : Could you please follow up on the above to check that enordgren are in contact with support and have the issue taken care of ?

enordgren

@PoorFellow thanks a ton for your response. I’ll give opening a ticket on a different browser a shot as soon as I’m next on a desktop. I’ve been using Safari with no other extensions but I know that can sometimes have a few problems under the hood. In the meantime I’ll look out for a support response from Jeremy or otherwise.

enordgren

Updating this thread: I attempted to create a support ticket through the contact support chat again on Chrome and Firefox to no avail. The chatbot says a ticket has been created but nothing ever shows up. At this point it also says they're offline for the day so I'll just have to wait until tomorrow to hopefully get some answers.

Jeremy_NI

@enordgren I see that you successfully submitted a request. My colleague got back to you 9 hours after your request, check your inbox, filters, etc…and please get back to her if you need further information.

PoorFellow

https://community.native-instruments.com/discussion/comment/203909#Comment_203909

The chatbot says a ticket has been created but nothing ever shows up.

Oh , that's not exactly the same as you wrote initially where you wrote "a ticket just isn’t created. No email. Nothing." , and you didn't mention that the "chatbot says a ticket has been created".

In that case then it appears as if the emails does not reach you , could be that the emails go to the spam folder. It has also been seen very rarely that the persons email provider for some reason doesn't allow the email through.

As we can see from what Jeremy_NI wrote then your ticket(s) indeed were created and someone did respond to your ticket , if you still have not had any response then you should start checking the email spam folder or maybe contact the email provider for help.

enordgren

@PoorFellow @Jeremy_NI thank you for your responses! I’m glad to hear a request was submitted successfully, but I still have no way of accessing or responding to it. I’ve been monitoring my inbox and spam folder, and I just finished with Gmail support and there’s no filters or account issues that would cause the support emails to be blocked, yet they appear to be. They must be getting sent to the correct email address because I receive NI emails for promotions and community updates to the same email, so I don’t know why they wouldn’t go through. If there’s a more direct way to get connected please let me know, thank you!

PoorFellow

https://community.native-instruments.com/discussion/comment/204014#Comment_204014

If there is a problem , and as always then that's a pretty big if when Gmail is concerned , then as far as I know then Gmail support can be pretty hard to deal with when it comes to not received emails. But I do know that it can happen. The only ones that can help you are N.I. support and since you do not receive the emails from support then you will need the help of Jeremy_NI who you already called yourself .

Jeremy_NI

https://community.native-instruments.com/discussion/comment/203950#Comment_203950

@enordgren It seems that another email was used when contacting us, not a gmail account, one with .edu ending. I can imagine this also could have had an impact on your initial issue. Maybe check your other email accounts.

PoorFellow

https://community.native-instruments.com/discussion/comment/204098#Comment_204098

It seems that another email was used when contacting us, not a gmail account, one with .edu ending

I thought as much , but dismissed the idea as too far fetched since the Gmail were mentioned specifically , and were also sure that you would check anyway 👍️

enordgren

@Jeremy_NI ah I see what the issue is. That .edu email was a college email I originally used when signing up for a NI account 10 years ago. That inbox has long since been deactivated, however I changed my account email to its current Gmail address several years ago, before the old one was deactivated. I’m confused as to why support tickets would still be generating under the old .edu address, seeing as it hasn’t been associated with my account in a long time and does not appear anywhere in my settings. Is this something that can be fixed under the hood on NI’s side? Alternatively if there’s a way to just forward that support ticket your colleague responded to to my new address I can take it from there. I’m sure there’s a few tickets floating around now from my attempts, my apologies. Thanks very much!

Jeremy_NI

https://community.native-instruments.com/discussion/comment/204130#Comment_204130

I'll add your gmail address as CC in the conversation and inform my colleagues. No need to apologise, i'm not sure what happened but it seems the issue is on our end. Glad that we could sort it out!

enordgren

Sounds great. Thanks a ton Jeremy & @PoorFellow ! Glad we could figure it out, I appreciate you both taking the time these last couple days.

PoorFellow

https://community.native-instruments.com/discussion/comment/204133#Comment_204133

Yes , great that it has been figured out , and thank you for your patience 🙂

Quick links

Unanswered questions