Support bot doesn't understand me, how can I open a ticket please ?

JC Meroz
JC Meroz Member Posts: 4 Newcomer
in Komplete General

I still have my new never installed / never registered Komplete 7 on 12 CD's, including my serial number, that I had purchased with a Muse Receptor Pro in 2010 but never actually got to install. I would like to take advantage of the Summer Deals to upgrade to the current Komplete 15 standard that I will use on a new PC. How can I include / register / import my unused serial number into my NI account without needing to actually install the obsolete Komplete 7 (i also don't have a CD player anymore). I still have my original invoice from Sweetwater. Thanks !

Answers

  • Matthew_NI
    Matthew_NI Product Team Posts: 1,824 mod

    Would opening Native Access 2 and entering your serial number there work?

  • JC Meroz
    JC Meroz Member Posts: 4 Newcomer

    Thanks for your help, I didn't even know what the Native Access app was... When I enter my serial (the format is correct), it says that my account is missing the base product for this serial, which seems normal since i never actually installed it.

  • JC Meroz
    JC Meroz Member Posts: 4 Newcomer

    Basically I just would like to officialize in my account the fact that i own a 15 years old never installed but valid license / serial number…

  • PoorFellow
    PoorFellow Moderator Posts: 6,931 mod
    https://community.native-instruments.com/discussion/comment/227682#Comment_227682

    When I enter my serial (the format is correct), it says that my account is missing the base product for this serial, which seems normal since i never actually installed it.

    That should not have anything to do with you never having installed it and everything to do with what is the actual product name/type. The product you have could in itself be an upgrade or update..

    If there is no clue in actual product name (like Upgrade for Komplete Select or Update xxx) that you can tell us so that we can maybe guess then please contact N.I. Support (all) and have them clear up the mystery.

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

  • JC Meroz
    JC Meroz Member Posts: 4 Newcomer

    After further investigation, what I initially bought in 2010 was the Muse Research

    RECEPTOR 2 with Komplete 7 Inside edition, I then bought the N.I. Komplete 7 upgrade (i'm not shure why??) , which is the serial i'm trying to input.

    "RECEPTOR 2 + with Komplete Inside  is a standard RECEPTOR 2 with Komplete 7, Native Instruments' award-winning plug-in instrument and effect bundle, Pre-installed, Pre-authorized and ready to go from the second you power on!"

    Muse Research does not exist anymore, what can I do ?

  • PoorFellow
    PoorFellow Moderator Posts: 6,931 mod
    https://community.native-instruments.com/discussion/comment/227706#Comment_227706

    I then bought the N.I. Komplete 7 upgrade (i'm not shure why??) , which is the serial i'm trying to input.

    This is the problem since the product require a base product.

    RECEPTOR 2 with Komplete 7, Native Instruments' award-winning plug-in instrument and effect bundle, Pre-installed, Pre-authorized and ready to go from the second you power on!"

    This is what must be resolved.

    I tried looking into problem via this page and this page with no luck. Then I finally located this discussion which , if one reads it all , explains quite a lot but alas does not fix the problem either.

    The short of the long is that apparently on could pay Muse Research to make a N.I. account and activate base product and then give you the account and account access.

    However since Muse Research does not exist anymore then you have to contact N.I. with all information that you have and then hope fully they will find a reasonable solution for you.

    .

    Please contact N.I. Support (all)

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

    .

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