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
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.
Thank you @maniacintosh81 !!
Excuse my ignorance but how do I concretely get to open a new support ticket for my issue on this ChatBot ? 😬 The “pink” URL right?
What exact question should I the bot to get the right answer?
🙏
@Loleau I’ll suggest you to try an ulterior thing, which maybe will not work, but being very easy and fast will not steal you too much time:
Every time I had to deal with License Transfer, I NEVER used the Transfer ID or followed the whole procedure.
Once the License Transfer was confirmed, I simply registered the serial and everything worked without any need for the whole “buyer’s procedure”.
As said, maybe it will not work, but it will take just 1 minute to try it
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
Quote Jeremy_NI :
I’ll try all this ! Thank you guys, I’ll let you know how it worked out.
I saw your comments and I registered just so I could respond. The easiest and best thing for you to do would be to take your Maschine, throw it in the garbage and forget you ever bought it. You are never going to use it. When they first came out, I bought one. It was brand new and purchased from an authorized dealer (Guitar Center). I was the first person to open the box. It wasn't used, refurbished or open box. Its not used and was a factory sealed unit. During the setup process I was prompted to contact customer support. And that's where everything stopped. Its impossible to contact them. It was to a point where I lied my way through the online support until I got a box to input comments. I included all my personal information and everything else I could think of, and still no contact. The closest I ever got to speaking to someone is in the comments section of a youtube video. NI has an official youtube channel. I made a post detailing the nightmare I was going through and asked if anyone had a similar experience. Now I get a response from NI because my comments are now public, for anyone to see. They told me not to make up lies and to contact customer support and the issue would be dealt with immediately. I tried online help one last time and still no results. I went back to youtube and put all of my personal information in a public post on a youtube video. Instead of activating my account, they delete all of my posts the second they see them. This was NI's official channel, so I know they're aware of my problem. If I can't get them to activate a factory sealed new unit, they're not going to help you with a used one.
I know some people will have some questions for me. I'll save you some typing. My answer is going to be, yes I did. Also, here's my serial number to show I'm not making this up. [DELETED BY MODERATOR]. You only lost $400 because you bought it used. Just forget about it and move on to something else.
@Jeremy_NI , I am pinging you just in case that you want to make any remark on the post from rr052rc above here.
I see they already tried to delete part of my post. NI should be ashamed of themselves. They know about my problem. They have my serial number for verification. Do you think for a second that they would contact me so I can activate the product that I paid over $700 for and haven't used one time? No way in hell. They simply will not contact a customer for any reason. Here's my personal cell phone number I'm giving anyone from NI permission to call me at any time, day or night. No problem. If anyone reading this thinks that's not my real number, you're welcome to call me any time. I might as well list my personal email
If there's any doubt about what kind of company NI is, this should settle it. They have my story as to what happened. And if you read my post from yesterday, you'll see I provided them with my serial number, personal phone number and email address in a public forum that anyone can see. We also know for a fact that NI read my post from yesterday because they deleted a portion of it. They will do anything but help. This issue could have been fixed, for me and the other poster that started this thread, faster than it would take them to read the post. I could understand a little bit about the used one. They don't want anyone to steal their software. I get it. But mine is brand new. I must have had this thing for about 5 years now. Its never been used one time.
Hey there, I checked in our system and couldn't find any request from you, at least with the same email address chosen for the forum. Please get in touch with support here: https://bit.ly/NI_Support_All
In case you have issues with logging in or with the chatbot, please try to log out/log in, clear the cache of your browser, disable adblockers, try private/incognito browsing, try a different internet browser. If you have issues with logging in, you can use this link:
https://support.native-instruments.com/hc/en-us/articles/360000427858-Account-Login-Password-Support-WIZARD
And @rr052rc We edited out your personal details, please remember this is a public space.
"Hey there, I checked in our system and couldn't find any request from you, at least with the same email address chosen for the forum. Please get in touch with support here: https://bit.ly/NI_Support_All"
I don't care what you can or can't find. I've had this piece of junk for about 5 years now. I have no idea what email address I used, nor do I care. Its time for you guys to do something more than nothing. You have all of my personal info and serial number. You take care of it and get back to me. I have plenty of experience using your online help. If it worked, we wouldn't be having this conversation. Are you really going to tell us that if the online system fails, NI doesn't care enough to have a real person make a simple update to an account? What about all the other people that you are doing this to? You're taking money people and not giving them the product they paid for.
I just want to be clear on something. I have already tried doing things your way. I have spent hours dealing with your system. It doesn't work. The only way to fix this problem is for you to make contact with me. You can call me or send me an email. You already have both. If NI can't handle something this simple, then everyone reading this post will see it. Unless, of course, you keep deleting things I post. You didn't delete anything because it was my personal information. What do you care about that? The reason you delete comments is because you don't want anyone to read them.
No need to delete anything. We've told you how to get in touch, like for all the other customers who reach out to us every day.
Well guys, to everyone I want to say that OK I had an issue with transfer license ID, BUT I want everyone to know that NI solved it yesterday!!
So I wanted to thank you guys, especially @Marcelo from support and you @Jeremy and last but not least all of you guys who tried to help and make me go through this process!
In a tough and uncertain world NO need to be angry, music shall get us through and make the world a better place I guess. Thanks for your support guys and enjoy creating!!
Peace to all of you 🙏👍✌️
Kind regards
I'm glad it worked out for you. Your post was the reason I set an account up so I can leave comments. I hate to say it, but the only reason they helped you was for damage control. This problem is not unique to you or me. I was talking to the people that work in Guitar Center about this issue. They say its a never ending nightmare. They do the same exact thing to so many people. What happens is, someone buys a NI product and they have trouble setting it up, just like we did. They bring it back for a refund and they can't give it because the serial number gets locked. If automated support doesn't work, you're done. There's no other way to get in touch with them.
If in a way your comment helped me I shall thank you bro !
But even with those comments you know I didn’t heard from NI, what I did was opening a new chat box through the pink support page with a another laptop on Safari all Adblock turned off and asked to “talk to an agent” !!
It’s a second hand Mk3 so once I was in contact with an agent (took me 30 min to get through the bot) I explained in detail and give them the seller email so they could contact him and check it was a legit request!!
The fact it was a second hand Mk3 might have helped me in a way, the seller had an account already and so they switched a few things and got it sorted…
I wish you good luck mate in this process, when in the ChatBot ask for @Marcelo you never know he helped me in a matter of hours…!!🤞
Peace
