My Order Status Has Been In Progress for almost 1 week.

binglejam · 2025-05-11T17:59:31+00:00

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Hello! I recently decided to splurge on a quite large purchase of RX 11 and Komplete 15 Collectors Edition (totaling about $3k). After purchasing I received an email saying it would take up to one business day in extreme cases. I just assumed since it was such a large purchase it took time to process however almost 1 week later (about 5 days) i have not received any email confirming my order or anything else. Is this normal???? Seems weird I buy something for over $1,000

and can't even use it

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binglejam

https://community.native-instruments.com/discussion/comment/225889#Comment_225889

It actually just shipped now. I'm so baffled at how it takes almost up to a week to be able to use a $3k purchasable digital software. Most plugins like Spectrasonics etc are instantaneous. I'm not trying to be a nuisance cause of course thankfully it shipped and I know Native also has working hours just frustrating.

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binglejam

I also contacted support via ticket May 9th with no response at all.

PK The DJ

When was the screenshot taken? Have you logged in to your account on the main site and checked to see if any products are listed there? Ditto with Native Access. Log in and check.

binglejam

https://community.native-instruments.com/discussion/comment/225863#Comment_225863

I took it just now, I have logged in, checked Native Access etc to no avail. The order online still says In Progress too

PoorFellow

https://community.native-instruments.com/discussion/comment/225862#Comment_225862

Support do not work weekends.

Since that you have already contacted support and in the hope that @Jeremy_NI is back tomorrow then I have called him so that he can make sure that this gets looked at ASAP.

binglejam

https://community.native-instruments.com/discussion/comment/225875#Comment_225875

Appreciate it greatly! I ordered it on a weekday which is why I was incredibly confused. Support was contacted on weekday as well though I understand it may take a day or 2 and with the weekend coming right up it could be a second

BIF

Chances are pretty good that there is an issue with your payment. Could be that amount got rejected by your payment provider, could be you exceeded your limit (credit limit, daily limit, some other limit). Could be fraud prevention. Could be your mailing address didn't match your card's home address. Could be an expired card. Could be one of another hundred reasons.

Customer Service will help you out, but those are the main reasons I've seen for a purchase to not go through.

Jeremy_NI

@binglejam I found your request, my colleagues should get back to you as soon as possible.

binglejam

https://community.native-instruments.com/discussion/comment/225889#Comment_225889

Vocalpoint

"Most plugins like Spectrasonics etc are instantaneous"

I am in one of the biggest cities in Canada and have not been able to order a single thing from Spectrasonics in over 5 years via my company credit card.

I think could walk to California and pick my order up faster than their web site guy could figure out what is wrong with their credit card processing interface.

NI - on the other hand - is as instant as pressing the Buy Now button.

Jeremy_NI

https://community.native-instruments.com/discussion/comment/226030#Comment_226030

Glad to hear you are finally set. Unfortunately this kind of issues can happen, we'll try to improve our reply times on these topics ans our communication about it.

BIF

https://community.native-instruments.com/discussion/comment/226030#Comment_226030

I'm also glad it's on its way.

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