I own KOMPLETE 14 std. Bought 15 std upgrade, and 15 ultimate upgrade. Cannot authorize ultimate.

futuremotionjay
futuremotionjay Member Posts: 7 Member
in Native Access
  1. I own KOMPLETE 14 Standard from a previous purchase.
  2. Today I bought KOMPLETE 15 Standard Update (https://www.pluginboutique.com/products/13182-KOMPLETE-15-Standard-Update)
  3. I also today bought KOMPLETE 15 Ultimate Upgrade from KOMPLETE Standard (https://www.pluginboutique.com/products/13192-KOMPLETE-15-Ultimate-Upgrade-from-KOMPLETE-Standard)

Here is a screenshot from My Account on Plugin Boutique:

firefox_jGYHVUJj0s.png
  1. I spent $99.50 for the standard update, and $299.50 for the ultimate upgrade.
  2. I was able to activate my KOMPLETE 15 Standard Update code in Native Access.
  3. However, I am NOT able to activate my KOMPLETE 15 Ultimate Upgrade in Native Access. I get an error message stating: "Your account is missing the base product for this serial."

Image for reference:

Native_Access_GaveGqw4Mv_fix.png

From what I understand, the KOMPLETE 15 Standard Update should have upgraded my KOMPLETE bundle to 15 Standard. Thus making me qualify for the KOMPLETE 15 Ultimate Upgrade.

Why isn't this working?

I've tried the Native Instrument Support chat bot, but it's been hung on "Our agent will join the chat. Hold tight - we'll be with you soon!" for almost an hour.

Can someone from NI PLEASE reach out to me to fix this!?

I spent a lot of money today and I want my ultimate upgrade activated ASAP! 😐️

Thanks,
Joseph

Tagged:

Answers

  • Vocalpoint
    Vocalpoint Member Posts: 3,936 Expert

    Do not think you needed to buy the "update" to Standard.

    Could have just gone from K14 Standard → K15 ULT (Upgrade)

    Also - the error is most likely due to the fact that an "update" is NOT a base product. And now that you have registered that SKU (against your existing K14 Standard) I suspect that is why this product "combo" no longer qualifies

    You only should consider an "update" when moving WITHIN a Tier (like Standard to Standard)

    You only need consider an "upgrade when moving UP a Tier (Like Standard to Ultimate)

    To fix - you will need to consult with NI Support and see what they can do to unravel this for you.

    VP

  • PoorFellow
    PoorFellow Moderator Posts: 7,174 mod
    https://community.native-instruments.com/discussion/45879/i-own-komplete-14-std-bought-15-std-upgrade-and-15-ultimate-upgrade-cannot-authorize-ultimate

    If you take a look at the price section of the Compare Komplete 15 bundles then you will see that you can Upgrade directly from K14Standard to K15Ultimate . So you can maybe get the Update fromK14S to K15S set into transfer mode by support so that you can use the K15Ultimate Upgrade instead.

    In theory then what have been trying to do ought to work though you have spent more money than necessary. Contact N.I. Support and ask them for help sorting this out , just tell them that you'd like to de-register the update (e.g. have it set in transfer mode) if you want to sell it and use the upgrade instead and then afterwards sell the update from K14S to K15S.

    Had you bought the products at the N.I. shop then possibly N.I. support could have helped more but as is then you will have to ask PluginBoutique support for help if you can have a return of the Update. (if you can return it then you will most likely want to de-register it totally from account but only seller can tell you if they will accept that)

    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

  • futuremotionjay
    futuremotionjay Member Posts: 7 Member
    https://community.native-instruments.com/discussion/comment/230415#Comment_230415

    Yes, I'm trying my absolute best to contact support, but the only support option they have is to open a chat with their virtual AI assistant. I've explained everything about my issue and the chat says it's connecting me to a support agent, but it's been over 2 hours and it still hasn't forwarded me to a human or provided me with an email, or provided me with a way to open a ticket.

    Do you happen to know of a direct support email that I can send my inquiry to? Or a link to a support ticketing system where I can open a support ticket? This chat bot is really dumb.

    Thank you for all your help!

    Any information would be hugely appreciated!

  • PoorFellow
    PoorFellow Moderator Posts: 7,174 mod
    https://community.native-instruments.com/discussion/comment/230428#Comment_230428

    Do you happen to know of a direct support email that I can send my inquiry to? Or a link to a support ticketing system where I can open a support ticket? This chat bot is really dumb.

    Sorry but 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.

    Quote Jeremy_NI :

    1. Start a new chat. (making sure you are logged in)
    2. At some point write "contact support" or "talk to an agent"
    3. If you use an adblocker make sure it's deactivated for our website.
    4. Try with a different browser
    5. Try private/incognito mode on your internet browser.

    N.I. is constantly working to improve support options and it is possible that the web interface will get improvements also , so let us hope that that will also bring improvements to the chat-bot use.

  • Kubrak
    Kubrak Member Posts: 3,154 Expert

    Just an idea. Sometimes, if one updates/upgrades the SW is not listed under Registered licences but above them as unregistered licence. One has to add listed licence number to Native Access and Licence moves to Registered Licences.

    If that has happened, maybe system does not "see/consider" the Update to K15 Std, but at the same time your K14 Std cannot be used as Base Product for K15U Upgr. as it is already used for K15 Std Upd…..

    But just guessing. Or something went wrong on Licence server. Generally, it should be possible what you have done. But as other have already noted there was no need to buy K15 Std. Upd., K15U Upgr. would do.

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