why is this happening

mrwiz2rd9 · March 18

I purchased upgrade to Alicias Bundle after the install of Electric Keys it shows DEMO in the Native Access and when I use it in a song it plays for a short while and then show its now Registered and won't. This has been like this since last year November 21,2024 and they have made it every hard to contact them about this issue, The serial number is in my account but will not registered the software.

Screenshot 2025-03-18 at 11.27.27 AM.png

Jeremy_NI · March 19

@mrwiz2rd9 It looks like you bought the wrong upgrade. You owned Alicia's Keys and bought the bundle upgrade for Alicia's Electric Keys.

My colleague will get back to you.

Uwe303 · March 18

Hello,

have you tried this, and if it not helps report back of course:

https://support.native-instruments.com/hc/en-us/articles/4402377887121-My-products-are-showing-as-demo-in-Native-Access

mrwiz2rd9 · March 18

None of this is working, I have done this many of times and it stays the same its looking for a bundle I already own the first keys and purchased the second.

red_nick · March 18

What exactly do you see on https://www.native-instruments.com/en/my-account/my-products-serials-downloads/ with regards to Alica's Keys? Which section are each component in. (Blank out serials if you take a screenshot)

PoorFellow · March 18

https://community.native-instruments.com/discussion/43527/why-is-this-happening

The serial number is in my account but will not registered the software

Please be specific : "The serial number is in my account" , the serial for what ? , the upgrade ? and does it show as registered or as not registered on your MY PRODUCTS, SERIALS, AND DOWNLOADS page ? Are you sure that you bough the correct upgrade ? (do not post the serials themselves)

This has been like this since last year November 21,2024 and they have made it every hard to contact them about this issue

If you follow the guide then it should be relatively easy to contact N.I. Purchase Support (or alternatively N.I. Native Access and Installation Support) about the issue. N.I. should even have Support via chat in day time on work days.

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

Please open a ticket and I will also ask @Jeremy_NI to take a look at your account , he might not be able to fix the problem but at least he ought to be able to spot if there is any problem on the account. Jeremy_NI ought to be here again Wednesday.

mrwiz2rd9 · March 19

Screenshot 2025-03-18 at 12.32.02 PM.png

This what I see when trying to register.

red_nick · March 19

What do you see on the page I linked? (Not sure if the link was showing before, but should be now)

Jeremy_NI · March 19

@mrwiz2rd9 It looks like you bought the wrong upgrade. You owned Alicia's Keys and bought the bundle upgrade for Alicia's Electric Keys.

My colleague will get back to you.

mrwiz2rd9 · March 20

I will be waiting.

Jeremy_NI · March 20

https://community.native-instruments.com/discussion/comment/217170#Comment_217170

My colleague got back to you shortly after I posted my last message, please check your inbox, spam, filters, etc…

mrwiz2rd9 · March 21

Resend it I did not get any thing

Jeremy_NI · March 21

https://community.native-instruments.com/discussion/comment/217397#Comment_217397

Resent the email, put you in CC, if that doesn't work out you'll have to check with your inbox and email provider.

mrwiz2rd9 · March 21

I've been waiting since November of last year, I have tried to email but no response from anyone. my email account has not changed never since 1998, Don't know your meaning of CC, I have been Patience with this matter.

Vocalpoint · March 21

Deleted due to a non-understanding on my part :)

mrwiz2rd9 · March 21

I Don't understand why someone mention CC when I was told in an email that someone will contact me about this issue of the software showing DEMO after purchased, also there are so many emails response I don't know who Real NI is, I join the Community thinking that someone has had the same problem before there is no way to cheat the system when you are paying with credit, I paid and I got an issue that no one seem to know how to resolve. by the way I know what CC I put the purchased on and there had not been any credit from NI not even email saying there was a problem with the purchase, I would think if this was a problem someone would have contacted me already, but I have been trying for months.

PoorFellow · March 21

https://community.native-instruments.com/discussion/comment/217494#Comment_217494

Don't know your meaning of CC

I am sure that, as VocalPoint writes, what Jeremy_NI refers to , when writing : "Resent the email, put you in CC" , is the email expression Carbon Copy meaning he sends you an extra copy to what ever email address he sends the CarbonCopy to.

why is this happening

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