Native Access doesn't show all products

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  • MG-Sound
    MG-Sound Member Posts: 7 Newcomer

    Hi there!
    So, on calling up our orders page, it shows that our order from Nov 29th is still in the system (we also have a single email (Eingangsbestätigung), but still pending "in Bearbeitung" :-0

    The price was quoted as 503,78€ (apparently a Fall special?). However, Paypal shows no payment made on our side. The whole thing just remained in this intermediate status.

    If we were to buy it now, the price is shown as 599€ (upgrade Komplete 8 → 12)
    It would be really nice, if we could purchase the upgrade at the November pricing.

    I have no idea what link in the chain was broken and where.
    I can provide a screenshot and link to our order page, but will wait for instructions how and where to proceed (for security and privacy reasons, obviously). If possible, a real e-mail address with a human behind would be strongly preferrable. I had the AI bot already, and this use case is beyond their capabiliities (for now, anyway…)

  • Vocalpoint
    Vocalpoint Member Posts: 3,654 Expert
    https://community.native-instruments.com/discussion/comment/223505#Comment_223505

    You need to get in contact with Purchase Support and find out what went (really) wrong - if this thing has been pending since Nov 2024. That indicates some other major issue.

    Now - I know that this specific time was "Black Friday" and all - and NI was very busy (as were all other vendors) but if everything "payment" wise - was working - you should have had your order fulfilled quickly and efficiently.

    Best suggestion - log in to your NI account first (online) and then go here:

    Purchase Support – Native Instruments

    And log a ticket. I am sure support will be able to tell you why this order fell through.

    VP

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