Add license

spil
spil Member Posts: 9 Newcomer
in Native Access

Hi! Can anyone tell me why I have komplete 15 ultimate but I can't activate it because the base product is missing?

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  • LostInFoundation
    LostInFoundation Member Posts: 5,449 Expert

    If everything is how described, you bought an update/upgrade without having the base product needed for it.

    Or Native Access is making some error.

    Can you give some more infos? Which 15 ultimate version did you buy? Which previous version(s) do you own?

  • spil
    spil Member Posts: 9 Newcomer

    It's my first purchase, I have no other products!

  • spil
    spil Member Posts: 9 Newcomer

    It's my first purchase, I have no other products!

  • spil
    spil Member Posts: 9 Newcomer

    I purchased the komplete 15 ultimate + keyboard mk3 package described on the site, I don't think I purchased the update but the full version!

  • LostInFoundation
    LostInFoundation Member Posts: 5,449 Expert

    Ok… Do you mean the deal with K15 Ultimate at 50% off?

    Have you registered your MK3 serial in Native Access? That could be the base product they are talking about

  • spil
    spil Member Posts: 9 Newcomer

    yes exactly, the keyboard mk3 has been shipped and has yet to arrive, in the meantime I tried to activate the product but it's like not having it!

  • spil
    spil Member Posts: 9 Newcomer

    I haven't registered the mk3 yet

  • LostInFoundation
    LostInFoundation Member Posts: 5,449 Expert

    I suspect you have to wait for the keyboard.

    In the past I read NI people answering so (since the base product is the keyboard, until that is not in your account also the bundled software can’t be authorized)

  • spil
    spil Member Posts: 9 Newcomer

    ah ok, let's hope that's it! we'll see on Tuesday

  • LostInFoundation
    LostInFoundation Member Posts: 5,449 Expert

    I’m almost sure that is the issue and once you will have your keyboard everything will be solved.

    Well… at least I hope ☺️

  • PoorFellow
    PoorFellow Moderator Posts: 6,701 mod
    edited May 10
    https://community.native-instruments.com/discussion/45083/add-license

    I purchased the komplete 15 ultimate + keyboard mk3 package described on the site, I don't think I purchased the update but the full version!

    Do not open multiple discussions on same topic - your other thread were deleted.

    Your problem is that you first need to register the hardware in Native Access ,

    registering the hardware will give you an email with a code to go buy the Komplete Select of your choice for nothing using the voucher kode.

    After getting the Komplete Select using the voucher code to get the Komplete Select on account then you can use the upgrade code in Native Access

  • spil
    spil Member Posts: 9 Newcomer
    edited May 10

    Translation inserted by Moderator (translation by DeepL)

    ok i got it all, is it possible that i will be reimbursed on the standard version? thinking i was missing the basic product i thought i had to buy that version first and so i did, ill all this the ultimate version doesn't work anyway, most likely it's as you say about waiting for the hardware, in which case Native Instruments will reimburse you for the standard version purchased by mistake?

    Community Code of Conduct - Please read before posting :Quote : Our community is currently only available in English. Please be advised that we retain the right to remove any posts in language sother than English.
  • LostInFoundation
    LostInFoundation Member Posts: 5,449 Expert
    https://community.native-instruments.com/discussion/comment/225763#Comment_225763

    if you write them about the mistake done, I’m sure they will find a solution.

    Don’t register the Standard you’ve bought

  • PoorFellow
    PoorFellow Moderator Posts: 6,701 mod
    edited May 10
    https://community.native-instruments.com/discussion/comment/225763#Comment_225763

    Use English please !

    If you have bought something by mistake then do not use the product (e.g. do not install),

    then contact N.I. Purchase Support and explain the situation and why you bought by mistake and ask for a refund of the product.

    In case that you need guidance contacting support : How to contact NI Support and How to get in touch with our Customer Care

  • LostInFoundation
    LostInFoundation Member Posts: 5,449 Expert

    I’ll leave you to PoorFellow… useless to write the same things twice

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