The Native Access software on my computer shows incomplete information

tyloooooooo
tyloooooooo Member Posts: 5 Newcomer
in Native Access

I purchased the KOMPLETE 15 STANDARD software, but only these few programs are shown on my Native Access.I once downloaded the complete content, but the rest of it doesn't show up now.

截屏2025-04-23 01.09.17.png

Best Answer

  • Mert_NI
    Mert_NI Customer Care Posts: 855 mod
    Answer ✓
    https://community.native-instruments.com/discussion/comment/223314#Comment_223314

    Hello tyloooooooo, I checked your account and it seems like you have created a ticket already. Even thought, you could not reach an active agent based on the hour that you requested this ticket, the AI chatbot will create a ticket itself. So our team will help you further to solve that as soon as possible.

    I checked your account and it seems like you have Komplete 15 Standard in your account, so it will probably be better to wait for an answer from our colleagues, and they will get back to you as soon as possible.

    I hope this helps☺️

Answers

  • LostInFoundation
    LostInFoundation Member Posts: 5,319 Expert

    Are you sure you logged in with the right account?

    If it’s correct and you say that the products were displayed before and disappeared, have a look if this support article can be useful:

    https://support.native-instruments.com/hc/en-us/articles/360000166958-My-product-is-missing-in-Native-Access

    if also this doesn’t help, contact NI Support (lately those kind of things happened to some users and I suspect Support had to manually intervene on the account).

    Link to support Native Access section: (remember to log in at the bottom of the page in order to have access to the chat (during office time) or open a ticket)

    https://support.native-instruments.com/hc/en-us/categories/360000053677-Native-Access

  • tyloooooooo
    tyloooooooo Member Posts: 5 Newcomer

    I have tried all the methods you mentioned but none of them worked. I can't get in touch with your staff either. Only the ai robot replies to messages

  • LostInFoundation
    LostInFoundation Member Posts: 5,319 Expert

    First of all: it’s not MY staff… I’m an user like you ☺️

    That said… if you use the chat during office time, at the end of the back and forth with the AI, you should be prompted to speak with an actual human being. If it’s not office time, it should open a support ticket, to which then an human being (maybe ☺️) should be writing you an email

  • tyloooooooo
    tyloooooooo Member Posts: 5 Newcomer

    oh…. I'm sorry, I thought you were a staff member of a software developer ！Thank you for your enthusiastic help！

  • LostInFoundation
    LostInFoundation Member Posts: 5,319 Expert

    You’re very welcome 👍🏼

    Hope you can solve your issue

  • PoorFellow
    PoorFellow Moderator Posts: 6,527 mod
    https://community.native-instruments.com/discussion/44626/the-native-access-software-on-my-computer-shows-incomplete-information

    Be sure to be using latest version of Native Access for your OS (download here) .

    First of all then check your account page on the MY PRODUCTS, SERIALS, AND DOWNLOADS page , to see if the missing Komplete 15 Standard is listed as either Not registered or as Registered Products. Also the serial could be listed in any emails that you got from N.I. , please check emails including spam folder.

    Then if the Komplete 15 Standard is listed as a Registered Product then make sure that you are logged in with the same credentials into the same account. If serial lists as not registered then add the serial in Native Access add serial function.

    If not solved by reset of Native Access XML then the majority of issues like this is due to people not being logged in to correct account or people having bought an update/upgrade or wrong of same instead of a full product.

  • tyloooooooo
    tyloooooooo Member Posts: 5 Newcomer
    image.png

    My account shows that I have indeed registered my 15 standard. However, I have tried on three different computers, including those with Windows systems, but it still doesn't show up.

    😫

  • Mert_NI
    Mert_NI Customer Care Posts: 855 mod
    Answer ✓
    https://community.native-instruments.com/discussion/comment/223314#Comment_223314

    Hello tyloooooooo, I checked your account and it seems like you have created a ticket already. Even thought, you could not reach an active agent based on the hour that you requested this ticket, the AI chatbot will create a ticket itself. So our team will help you further to solve that as soon as possible.

    I checked your account and it seems like you have Komplete 15 Standard in your account, so it will probably be better to wait for an answer from our colleagues, and they will get back to you as soon as possible.

    I hope this helps☺️

  • tyloooooooo
    tyloooooooo Member Posts: 5 Newcomer

    Thank you very much! I really need to solve this problem urgently because I have to work...

    But I will still wait patiently！

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