Can't register software update.

I recently purchased a software update for Maschine MK3, But when I try to register it in Native Access, It won't work, And It tells me your account is missing the base product for this serial. It only works as demo.

What am I doing wrong.

Thanks,

SFS.

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Accepted answers

Jeremy_NI

Please get in touch with our registration support here: https://bit.ly/n1acc

Jeremy_NI

https://community.native-instruments.com/discussion/comment/209671#Comment_209671

I see no trace of a conversation or support request. Who told you that exactly?

I see on your account that you only own a Maschine 3 Update. this is only for customers who previously owned Maschine 2, that's why it's called update. You should have bought the full Maschine 3:

https://www.native-instruments.com/en/products/maschine/maschine-accessories/maschine-3/

So please go back to the chatbot again and type in Contact support so my colleagues can explain everything and give you options.

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PK The DJ

Do you already have Maschine 2 software? If not, then you cannot use the update, for the reason given. You don't have the base product. You need the full version of Maschine 3.

SFS

Yes, I have Maschine 2 software.

I can see the folder clearly in front of me, It's the folder I open the software with.

SFS.

SFS

Screenshot_2025-02-07-09-55-13-866_com.android.chrome.jpg

These are my registered products. Should the Maschine register be here?

Jeremy_NI

Please get in touch with our registration support here: https://bit.ly/n1acc

SFS

So I have to register my base product?

Is that the Maschine software I'm currently using?

I've never come across this problem before.

SFS

Reg support just tells me to make sure my base product is registered.

SFS

As far as I'm aware, Base product is registered. Should Maschine show up in native access?

PoorFellow

https://community.native-instruments.com/discussion/42240/cant-register-software-update

https://community.native-instruments.com/discussion/comment/209679#Comment_209679

I recently purchased a software update for Maschine MK3,

As far as I'm aware, Base product is registered.

You do not tell what 'update' you are referring to but if it is an update from a Maschine software version to a newer version then the 'base' product is that earlier qualifying version of Maschine software . So you have to have that earlier Maschine software version registered to your account , ref : you should be able to see any serials connected with your account on the MY PRODUCTS, SERIALS, AND DOWNLOADS page . Be sure to be logged onto the correct account. If the product is registered to another account that you e.g. have lost access to then get account support to help fix that.

Else if the qualifying version of Maschine software is on the MY PRODUCTS, SERIALS, AND DOWNLOADS page and you are sure that you are logged into the same account in Native Access and the products is not shown in Native Access then you can try resetting the Native Access XML file ,look at section 8 here : My Product is Missing in Native Access

Else make sure that your previously owned product that you have on the MY PRODUCTS, SERIALS, AND DOWNLOADS page actually do qualify as base product for the update that you bought.

In case that the problem persists then please get back to N.I. Account Support or N.I. Native Access and Installation Support depending on what is the problem.

In case that you need guidance contacting support : Please read : how to get support !

Jeremy_NI

https://community.native-instruments.com/discussion/comment/209671#Comment_209671

I see no trace of a conversation or support request. Who told you that exactly?

I see on your account that you only own a Maschine 3 Update. this is only for customers who previously owned Maschine 2, that's why it's called update. You should have bought the full Maschine 3:

https://www.native-instruments.com/en/products/maschine/maschine-accessories/maschine-3/

So please go back to the chatbot again and type in Contact support so my colleagues can explain everything and give you options.

SFS

Thanks for the info guys, I see where I've gone wrong.

Case closed.

Best,

SFS.

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