chat is not letting me open a ticket, keeps saying "something went wrong"

reserved
reserved Member Posts: 4 Newcomer
edited May 17 in Komplete Kontrol

the chat bot doesn't allow a ticket to be opened, keeps telling me something went wrong, how do I actually get help from this company?

so frustrating.

there's no phone number, the chatbot just goes into a very frustrating loop. Can someone from NI please contact me?

Answers

  • Vocalpoint
    Vocalpoint Member Posts: 3,802 Expert
    edited May 17
    https://community.native-instruments.com/discussion/comment/226791#Comment_226791

    Are you logged into your NI acct before accessing the chatbot?

    And also very important to know that NI Support does not work on the weekends.

    You should be able to get a ticket started with the chatbot and access the team sometime next week.

    VP

  • PoorFellow
    PoorFellow Moderator Posts: 6,811 mod
    https://community.native-instruments.com/discussion/45242/chat-is-not-letting-me-open-a-ticket-keeps-saying-quot-something-went-wrong-quot

    Please do not post more places on same topic , I copied your post other place into here.

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

    Website functionality : Should you have any webpage functionality issues then since functionality or lack of same could be a browser issue then also try another browser that you have not used before and with no extensions and all cookies accepted (my suggestions for alternative browsers would be e.g. Firefox, Chrome, Vivaldi browser and Opera browser ,depending on what you do not usually use)

    The suggested browsers are what I expect will work if having never been installed before on the computer and then used as is with no extensions and all cookies accepted.

  • reserved
    reserved Member Posts: 4 Newcomer

    this doesn't work - "something went wrong" is all I get as a response when I try to open a ticket, this is a different issue than finding the page. how do I contact someone if the chat is failing to open a ticket with an error?

  • reserved
    reserved Member Posts: 4 Newcomer

    to clarify, chat works fine, this is not a client side issue, the chatbot is failing to open a ticket with a "something went wrong" error.

  • reserved
    reserved Member Posts: 4 Newcomer

    this is what's happening:

    Screenshot 2025-05-17 171519.png
  • PoorFellow
    PoorFellow Moderator Posts: 6,811 mod
    edited May 17
    https://community.native-instruments.com/discussion/comment/226805#Comment_226805

    this is not a client side issue, the chatbot is failing to open a ticket with a "something went wrong" error.

    Did you try using another browser that you have not used before and with no extensions and all cookies accepted ? And did you log-in in the browser ?

    (my suggestions for alternative browsers would be e.g. Firefox, Chrome, Vivaldi browser and Opera browser ,depending on what you do NOT usually use)

    .

    Else then we have to get someone from customer care to help you make a ticket Monday or later. Besides the chat (when available) then there is no way around getting support via ticket (there is no end-user phone support and no support initiated by writing to some email address , email back and forth are after ticket has been made)

    .

  • JesterMgee
    JesterMgee Member Posts: 3,250 Expert

    Way of the future…

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