Serious Issue with S49 Mk3 transfer to new owner and no NI Support

never_too_late · 2025-05-06T14:27:01+00:00

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I sold a S49 Mk3 Keyboard and transferred all the licenses that were available for me to transfer. According to the new owner and NI the S49 mk3 is registered as a Mk2 and say that I have to release the license to new owner so they can access the Hardware Connection Service. I have no licenses to transfer. Also not sure how they're saying it's a mk2 when it clearly isn't. Also don't understand why NI can verify that it's a mk3 and with proof of purchase of the new owner fix it on their end. Can anyone assist?

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never_too_late

Seems for the last 8 months I've used the mk3 without issue without having the proper transfer ID for mk3 license. Not sure how that happened but I have reach out to the previous owner and passed along the transfer ID to the new owner. Thanks NI and community for helping with this so quickly

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Vocalpoint

https://community.native-instruments.com/discussion/44958/serious-issue-with-s49-mk3-transfer-to-new-owner-and-no-ni-support

My first (silly) question would be - how did you confirm it was a MKIII? Were you the original owner and bought it as new - in a carton?

That said - there are vast differences between the two. Not sure how anyone - especially NI - would not see the difference straight away.

never_too_late

I bought it second hand but it's for sure a Mk3. See picture.

never_too_late

Screenshot 2025-05-06 at 10.41.22 AM.png

NI s49 MK3 keyboard

Vocalpoint

https://community.native-instruments.com/discussion/comment/225019#Comment_225019

Sure is. Something major must be going on internally to have that show up as a MKII.

Unless - did you ever own a MKII and transferred that serial out?

never_too_late

No. Did have a Maschine MK3 that I sold previously with no issue. Thing is I have no other licenses to transfer to the owner. Not sure why NI can't validate it's the correct model for the new owner and register it for him. They're saying to send it back to me, which I would do but my concern is now I will have a mk2 license when previously I had no issues with this keyboard.

never_too_late

I have replied to the transfer ticket I submitted in hopes I can get some assistance there. Trying to get someone at NI is not easy.

Matthew_NI

From what I can tell:

You submitted a chat on April 12th, titled "i sold the hardware and transferred the version 3 licenses but buyer says can’t register. Is anything else need to be transferred?"

The chatbot asked "Could you please enter the name of the license you are trying to transfer?"

To which you responded "Maschine" and then "Maschine 2 Essentials".

A ticket was then created, and you received a response from an agent on April 14th with instructions on how to proceed transferring software licenses (if that was what you wanted) and then additionally included a note on how to transfer hardware licenses. It is possible there was some confusion, as you'd requested software transfers via the chatbot, and had at no point mentioned which hardware you were referring to, other than having sold something. At this point, we did not hear back.

On April 24th, we received the request for the license transfer, likely specific to the above software.

On April 25th, an agent wrote back and provided you with a Transfer ID, and instructions on how to provide this to the other user to proceed. At this point, we did not hear back.

On May 6th, we heard back from you stating that you'd sold a Kontrol S MK3, and sent the Transfer ID to the new owner, but that they were unable to register the keyboard. Once again, I suspect this is due to the confusion about what exactly you were seeking to transfer. The communications in our support tickets don't explicitly mention that you want to transfer a Kontrol S MK3 until the message you sent today. There is also no mention of Kontrol S MK2 anywhere, so far as I can tell.

I would suggest bringing in @Jeremy_NI at this point, and working together to bring absolute clarity to the support request.

Jeremy_NI

@never_too_late Please communicate the email address/NI account of the new owner to my colleague so they can sort this out.

never_too_late

2 different products, 2 different issues. The Maschine issue is resolved. The may 6th issue is from the new owner trying to register the mk3. I have sent him this thread and maybe he can elaborate on what NI is telling him.

Jeremy_NI

https://community.native-instruments.com/discussion/comment/225030#Comment_225030

Can you please send me the email address/NI account of the new owner by direct message so I can connect the dots? The best would still to get back to my colleague, like you did a few minutes ago, with the following information:

The serial you transferred that is posing a problem and the email/Ni account of the buyer.

never_too_late

DM'd info. Thanks for the quick assistance.

never_too_late

Jeremy_NI

https://community.native-instruments.com/discussion/comment/225049#Comment_225049

Well, you could also have informed my colleague that was working on your case as well. Please next time, before complaining and claiming things like "no support" check that the information you provide is accurate.

BIF

Well, you could also have informed my colleague that was working on your case as well. Please next time, before complaining and claiming things like "no support" check that the information you provide is accurate.

No doubt. At first I just thought OP was doing a poor job of explaining, but sheesh, with the history here, it looks a lot worse than that.

never_too_late

@Jeremy_NI Well, you could also have informed my colleague that was working on your case as well. Please next time, before complaining and claiming things like "no support" check that the information you provide is accurate.

Not sure what you’re referring to to inform your colleague. I did and thanked you both for the support. According to the new buyer NI was telling him to return the keyboard. So in my mind that was a lack of support vs me having to get on the community page to find out that I’ve been using the keyboard for 6 months with a mk2 license. Either way NI doesn’t have to worry about me anymore since I’m free of all your products.

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