License issue mk3

Loleau
Loleau Member Posts: 11 Newcomer
in Maschine

I everyone,

I bought a Maschine Mk3 second hand last week, but I have a license transfer issue, anyone know how to reach the assistance NI please? So many email addresses I can’t find it.
thank you guys

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Best Answer

  • maniacintosh81
    maniacintosh81 Member Posts: 895 Expert
    Answer ✓

    Hey Loleau,

    first neither @PoorFellow nor @mykejb work at NI, they (as myself) are just customers who try to help other customers/users here in the community. This is valid for most community users. Of course some employees are here in the community too. You can identify them by a user name usually ending on _NI and a badge.

    As already stated: There is no way to contact support by phone or mail. You have to use the support area with its chat bot to open a support ticket. @PoorFellow has posted all useful links to get there. Yes this is sometimes annoying but that's the way it is. After NI gets back to you via mail you can answer to these mails but this only works with an active support ticket.

    Keep in mind that NI support is only active during business hours (and days) in Germany. And as every year: During Sound of Summer sale they have more support requests which leads to longer reply times as usual. At least your postings here were after end of usual business hours. Don't know when (and if at all) you successfully created a support ticket.

    As you already have a license transfer ID: Where you entered it? Are you getting an error message? If yes which one?

    You have to enter the transfer ID not in Native Access but within your account on NI website. Go to License transfer → Import to my account, enter the ID there, solve captcha an confirm "Import now to my account". As long as this transfer ID is valid this should work. At least for me it did in the past. Only idea I have: Maybe the seller aborted transfer by mistake and invalidated the transfer ID by doing so.

    If this - for whatever reason - doesn't work: NI support has to work it out. You'll have to contact support team via NI support website. Again: No way via mail or phone. If you already have a ticket. Be patient. NI support will come back to you and sort your issue out, don't expect an answer before Tuesday as it is weekend now and Monday is a public holiday in Germany.

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Answers

  • Loleau
    Loleau Member Posts: 11 Newcomer

    after several messages assistance has never get back to me!

    How is it possible?

    I can’t transfer the license of the Mk3 I bought so cannot us it and this is pretty frustrating

  • mykejb
    mykejb Moderator Posts: 2,545 mod

    You can't do the licence transfer - the person doing the selling has to transfer the licence to you.

    If they can't do that or you can't contact them you need to talk to NI support to see if they can help. You can do that through this link - https://bit.ly/NI_Support_All

  • Loleau
    Loleau Member Posts: 11 Newcomer

    I know I can’t do it as a buyer, that’s why the seller asked for the transfert number and got it then he sent it back to me and I did what was asked to me to finalize (transfert ID + serial numbers) but it didn’t worked!!

    I sent several emails to different contacts I was able to find to help me but still nothing…

    Plus, the NI supports is under “high volumes of demands” as said on the page you just sent me…

    How can you NI sort me out please!?

  • Loleau
    Loleau Member Posts: 11 Newcomer

    if you have a valid email address where I can send you everything it’ll be easier I guess, so you can see by yourself.

  • Loleau
    Loleau Member Posts: 11 Newcomer

    info@Native -instruments.fr


    support@nativeinstruments .zendesk.com

    Those are the two addresses I sent my messages to…

    But nobody answered me…in fact you’re the first contact I got from you guys since a few weeks!!

  • PoorFellow
    PoorFellow Moderator Posts: 7,129 mod
    edited June 6
    https://community.native-instruments.com/discussion/comment/229684#Comment_229684
    https://community.native-instruments.com/discussion/comment/229685#Comment_229685

    You will get no response on those emails that you sent.

    There is no phone support and you can not initiate support by writing an email address. For initiating support then you need to use the support web interface.

    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

  • Loleau
    Loleau Member Posts: 11 Newcomer

    Well thank you for your answer… But, as a second hand buyer who has a transfer ID (send by NI and the seller) + serial numbers, who cannot valid it on the website (don’t know why) after doing what was asked to him, and, last but not least his also confronted to a overloaded NI support (check the blue script on top!).


    I ALREADY HAVE THE TRANSFER ID SENT BY NI SUPPORT AND THE SERIAL NUMBERS…WHAT ELSE CAN I DO IF IT DOESN’T WORK !?


    How can the problem can be sorted ?
    Know that before asking your help I tried on my own with the tips you give me twice today… which I’m sorry to say haven’t helped me at all.

    All I’m asking is to be taken care by your company, and not always reroute to the same place (support…), bots won’t help me as it didn’t work already.
    Is it really unthinkable or impossible for you NI to get me sorted out as I’m blocked, by phone or directly by email…!?
    I’m a buyer, who bought an NI product for the first time who’s turning a bit sour and turning around and around!

  • mykejb
    mykejb Moderator Posts: 2,545 mod
    edited June 6

    Just to check, where were you trying to import the transfer ID? You should be doing it on this page - https://www.native-instruments.com/en/my-account/license-transfer/complete-transfer/

    If that's still not working let us have a screenshot of the error message you get, being sure not to post the actual transfer ID.

  • maniacintosh81
    maniacintosh81 Member Posts: 895 Expert
    Answer ✓

    Hey Loleau,

    first neither @PoorFellow nor @mykejb work at NI, they (as myself) are just customers who try to help other customers/users here in the community. This is valid for most community users. Of course some employees are here in the community too. You can identify them by a user name usually ending on _NI and a badge.

    As already stated: There is no way to contact support by phone or mail. You have to use the support area with its chat bot to open a support ticket. @PoorFellow has posted all useful links to get there. Yes this is sometimes annoying but that's the way it is. After NI gets back to you via mail you can answer to these mails but this only works with an active support ticket.

    Keep in mind that NI support is only active during business hours (and days) in Germany. And as every year: During Sound of Summer sale they have more support requests which leads to longer reply times as usual. At least your postings here were after end of usual business hours. Don't know when (and if at all) you successfully created a support ticket.

    As you already have a license transfer ID: Where you entered it? Are you getting an error message? If yes which one?

    You have to enter the transfer ID not in Native Access but within your account on NI website. Go to License transfer → Import to my account, enter the ID there, solve captcha an confirm "Import now to my account". As long as this transfer ID is valid this should work. At least for me it did in the past. Only idea I have: Maybe the seller aborted transfer by mistake and invalidated the transfer ID by doing so.

    If this - for whatever reason - doesn't work: NI support has to work it out. You'll have to contact support team via NI support website. Again: No way via mail or phone. If you already have a ticket. Be patient. NI support will come back to you and sort your issue out, don't expect an answer before Tuesday as it is weekend now and Monday is a public holiday in Germany.

  • Loleau
    Loleau Member Posts: 11 Newcomer

    Hi everyone,

    Thank you for answers.
    This is where I’ve enter my transfer ID number the first time.

    IMG_3821.jpeg

    And this is the message I got.
    It wasn’t on Native Access but on the website as asked.
    And I just tried again right now on the adress @mykejb just give me and same result…check out !

    IMG_3822.jpeg

    The ID came with this message below, it should the right one as it came from NI directly, no !?

    IMG_3823.jpeg

    To send to this address below for me to complete transfer but still couldn’t…

    IMG_3824.jpeg

    To be honest I’m a bit confused and lost right now… don’t know what else I can do…!

  • mykejb
    mykejb Moderator Posts: 2,545 mod
    edited June 6

    I think this is something that only support can resolve as you're doing everything right. @Mert_NI or @Jeremy_NI will probably be able to help when they check the forums next. That's unlikely to be before Monday Tuesday now unfortunately due to the holiday in Germany on Monday.

  • Loleau
    Loleau Member Posts: 11 Newcomer

    what do you meant by this

    IMG_3825.jpeg

    I do believe I had it send by the seller in this email

    IMG_3826.jpeg
  • maniacintosh81
    maniacintosh81 Member Posts: 895 Expert

    Your screenshot shows a mail from NI support. Your ticket got an update. A reply to this mail should be a added to your ticket as long as you keep the subject and citation.

    This mail is not from the seller.

  • Loleau
    Loleau Member Posts: 11 Newcomer

    I know the seller forwarded it to me the day I bought the Mk3.
    As it was forwarded to me by the seller I can’t reply directly, even if I tried it already and got no news (support@nizendesk…), and when I click the link I’m reroute to this pink support page…

    I really have the feeling I did everything I possibly could as asked from NI, so I’m sure/hope you understand my frustration/incomprehension about all this case 🤨🫨!!!

    I believe I’m not that stupid and hope that I did it well, but I’m stuck and don’t know how to solve it without NI official help, not that your answers didn’t. As I said earlier except you guys NI didn’t do nothing to help me, not cool !!

  • maniacintosh81
    maniacintosh81 Member Posts: 895 Expert
    edited June 6

    Now I got it. Not sure about this but I expect you cannot reply to this ticket opened by the seller because you have a different mail address. The link won‘t work for the same reason: Not your ticket, not your Native ID.

    My suggestion: Try to open a new support ticket on your issue with the chat bot and make a reference to the already existing ticket of the seller.

    As you bought hardware NI usually can sort it out with a proof of purchase and a picture of the serial number on the hardware even if the seller didn‘t provide a correct transfer ID.

    And I totally understand your frustration. This chat bot thing makes it unnecessarily complicated to reach the support team. But it helps to keep the easiest things away from support team to have more capacity for cases that really need human help.

    And I can confirm that it usually works. Had a few issues in the last 12 months where I needed assistance from support staff. In the end they solved all my issues. Most of them within 24 hours - when not on weekends.

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