Upgrade from Komplete select and no base found for paid Standard queued for support how many days

jmacie
jmacie Member Posts: 4 Newcomer
in Komplete General

I got an M-Audio that was generously given a Komplete Select Band as part of the bundle and then I got a letter to upgrade to Komplete Standard. I paid it, put in serial in Native Access and it doesn't recognize the Select Band as a base license. I'm guessing because it was a gift for the M-Audio keyboard purchase and not a straight purchase. I got a ticket days ago and I understand from reading through search here that they always have a lot of Customer service requests backed up when they have sales. How long should I wait before I request a refund? Thanks!

Best Answer

Answers

  • PoorFellow
    PoorFellow Moderator Posts: 6,670 mod
    edited March 10
    https://community.native-instruments.com/discussion/43269/upgrade-from-komplete-select-and-no-base-found-for-paid-standard-queued-for-support-how-many-days

    I got a ticket days ago and I understand from reading through search here that they always have a lot of Customer service requests backed up when they have sales

    "Days ago" ? , when was that ? Friday ? , if so then N.I. support does not work weekends , give them a couple of workdays to get back to you then politely update your existing ticket. Also check email spam folder.

    Also then there is no major sale going on at the moment.

    How long should I wait before I request a refund?

    Don't worry , you have made a ticket and since you bought the upgrade at N.I.'s own site then either N.I. Support will help you fix the issue or they will give you a refund if you have bought something that does not work with what you already got.

    @Jeremy_NI , adding you here in case that this Select to Standard upgrade problem needs a general looking into

  • jmacie
    jmacie Member Posts: 4 Newcomer

    Thank You I am used to waiting for things so I understand your reply. I have some Roli things in the pipeline and have had lots of kickstarts that were bogged down. I was only asking as i thought it would be an easy answer Thanks for your help I appreciate it!

  • jmacie
    jmacie Member Posts: 4 Newcomer

    Let me know what you think of this.

    Screenshot 2025-03-06 at 10.07.12 PM.png
    Screenshot 2025-03-06 at 10.07.12 PM.png

    I did get a reply fro CS they said i needed a earlier Komplete Standard. I say they made a mistake somewhere

  • red_nick
    red_nick Member Posts: 330 Pro

    Goto https://www.native-instruments.com/en/my-account/my-products-serials-downloads/ and look at your products. You should have something like KOMPLETE 15 Upgrade KSELECT (not sure of the exact name of the current one).

    If instead you have something like KOMPLETE 15 Update then you have purchased the wrong one. The website has been a bit weird about what products it shows lately, you'll need to get it refunded and get the Upgrade instead

  • jmacie
    jmacie Member Posts: 4 Newcomer

    Thanks it doesn't show anything saying upgrade after, just Standard but I understand how things get screwed up

  • red_nick
    red_nick Member Posts: 330 Pro

    What exactly do you have? If posting a screenshot, cover the serials

  • Mert_NI
    Mert_NI Customer Care Posts: 885 mod
    edited March 31 Answer ✓
    https://community.native-instruments.com/discussion/43269/upgrade-from-komplete-select-and-no-base-found-for-paid-standard-queued-for-support-how-many-days

    Hello jmacie, normally you should get an answer after a short time(in business days) or in 1-3 business days maximum due to busyness(excluding some edge cases). I checked your request and it seems like you have received an answer so everything should be good I assume.

    I hope this helps☺️

Back To Top

Categories