Komplete 13 Missing from Native Access After System Reinstall

Yago Mann
Yago Mann Member Posts: 4 Newcomer
in Native Access

Need Help – Komplete 13 Missing After System Reinstall

After wiping and reinstalling my system due to storage issues, I reinstalled all my plugins. Everything works except my Native Instruments products.

When I open sessions using NI instruments (e.g. Butch Vig Drums), Kontakt Player says they’re not activated, but Native Access shows no option to activate them.

All libraries are on an external drive with correct paths. Inside NA I do see Kontakt Player 6/7/8 and other NI tools, but Komplete 13 and its instruments are missing—even though I own it and I’m logged in with the correct account.

I’ve tried:

  • Reinstalling Native Access 1 & 2
  • Re-entering my serial
  • Repairing and relocating libraries
  • Support chat steps

Nothing has worked so far. Would appreciate any advice! Happy to share more details if needed.

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Comments

  • Vocalpoint
    Vocalpoint Member Posts: 3,953 Expert
    https://community.native-instruments.com/discussion/45972/komplete-13-missing-from-native-access-after-system-reinstall

    If you are using NA v1 - that is retired and should be uninstalled ASAP.

    The only version of NA that should be in play - is Native Access v3.18.0.

    And you should verify within your Native Instruments account (via web browser) that everything is as it should be. And then use those exact idential credentials within Native Access.

    VP

  • Yago Mann
    Yago Mann Member Posts: 4 Newcomer
    https://community.native-instruments.com/discussion/comment/230850#Comment_230850

    Thanks! I'm using NA 2. Credentials are the same. I do see a few inconsistencies:

    After clicking around, I found the Legacy Products section and turned the Show Discontinued Products option on. This made all of my libraries visible. However they show up as Demos. Not sure why? I bought Komplete 13 back in 2021. Do these libraries no longer exist? Also, a couple of them say Repair but when I try to repair them nothing happens.

    I thought I could just re-install it but I went to my Products and Serials section in the website and I only see Komplete 11 Players. However, when I click on Order History, I see Komplete 13 DL with no serial number included.

    Already opened a ticket but it's taking them quite a bit to respond. Do you have any idea what this could be? Screenshots attached,

    Thanks!

    Screenshot 2025-06-17 at 9.29.08 AM.png Screenshot 2025-06-17 at 9.30.36 AM.png Unknown.png
  • Vocalpoint
    Vocalpoint Member Posts: 3,953 Expert
    edited June 17
    https://community.native-instruments.com/discussion/comment/230991#Comment_230991

    Bottom line - if you do not see your Komplete 13 fully registered in your NI Account- you won’t get anything out of demo.

    I am a bit confused tho - is this the first time you have ever installed this K13 stuff? It’s been 4 years….

    VP

  • Yago Mann
    Yago Mann Member Posts: 4 Newcomer
    https://community.native-instruments.com/discussion/comment/231000#Comment_231000

    I'm confused too VP! Been using my K13 since 2021. I reformatted my computer and this whole issue happened. Otherwise how else could I have been using all my K13 libraries? I don't know why my K13 doesn't appear as a registered product now. Even if I wanted to register it now, how can I do it? There is no serial number attached to it inside my NI Account.

  • Vocalpoint
    Vocalpoint Member Posts: 3,953 Expert
    https://community.native-instruments.com/discussion/comment/231014#Comment_231014

    The only thing that makes any sense is whatever NI Account you are logging into - is NOT the account that K13 is registered to.

    And the end result makes complete sense - if you DO have more than one NI account AND you are using one of them in both places (Online and Native Access) AND this specific account contains basically nothing - that is what you will get in NA

    If you have a ticket open - NI Sales will figure this out. Let us know how it goes.

    VP

  • Yago Mann
    Yago Mann Member Posts: 4 Newcomer
    https://community.native-instruments.com/discussion/comment/231060#Comment_231060

    Thank you. The person in charge of my ticket also suggested I might have multiple accounts. What I find confusing is, my K13 purchase confirmations were sent to the same email I'm using to access both my NA and NI account on the webpage. So, if this was the case, why am I seeing K13 in my order history in the account tied to the same email I use to access my NA?

    Currently checking if I have multiple accounts. Will definitely keep you posted. Any additional thoughts are welcome. Thanks for taking the time to chat with me.

  • Vocalpoint
    Vocalpoint Member Posts: 3,953 Expert
    https://community.native-instruments.com/discussion/comment/231119#Comment_231119

    The credential logic is absolute. Login to your NI Account - and see your products. Use same creds to log into NA - install those products.

    Emails are part of the equation but not the whole equation. But just because you see a product listing using that email does not mean there cannot be another account out there with same email but different login and password.

    This happens all the time around here - very common. Hope NI sorts this for you because right now it appears you are using an account that has nothing in it.

    VP

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