How to get support? Chat agents not answering.

stothers · 2025-07-11T15:06:26+00:00

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I understand there is no phone support or email support. but chat agents are not answering. I talk to the automated AI agent for a while and then they "escalate" to a human and nobody ever picks up the chat.

I purchased duplicate software packages and can't get it fixed.

any ideas?

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Accepted answers

Mert_NI

https://community.native-instruments.com/discussion/46540/how-to-get-support-chat-agents-not-answering

Hello stothers, even if there is no active agents in the chat, the chatbot will create a ticket for you and our agents will get back toi you as soon as possible.

I checked your account and saw that you created two different chats. While checking it seems like one of my colleagues has been answered your Duplicate Order request in the morning, so can you please check your emails and it seems like your order has been escalated so it should be solved as soon as possible.

I hope this helps.☺️

All comments

Mert_NI

https://community.native-instruments.com/discussion/46540/how-to-get-support-chat-agents-not-answering

Hello stothers, even if there is no active agents in the chat, the chatbot will create a ticket for you and our agents will get back toi you as soon as possible.

I hope this helps.☺️

stothers

Thank you for answering.

I checked both chats and neither have a human interacting. One just says "chat closed". The other has no response.

Mert_NI

https://community.native-instruments.com/discussion/comment/233825#Comment_233825

Hello stothers, you have no answers in the ticket yet so once my colleagues will check the issue and send you the workaround, you will receive an email about the issue. So I would kindly suggest to wait until you get an email from our support.

I hope this helps☺️

gr8sk8r

is NI a closed internal forum? why/how can I send email or correspond via chat?

Mert_NI

https://community.native-instruments.com/discussion/comment/234424#Comment_234424

Hello gr8sk8r, no, you can send us an email creating a ticket of course. To do so:

Please create a support ticket or open a chat suuport using the link below:

https://bit.ly/NI_support_NA

First you will need to login to your Native account, then it will send you the chat and after answering few questions, the chat will put you in a correct queue, so the ticket will automatically be created afterwards.

I hope this helps☺️

PoorFellow

https://community.native-instruments.com/discussion/comment/234424#Comment_234424

why/how can I send email or correspond via chat?

I am not sure if you can message as a total new comer (there are some limitations when account is new) , but if you can then it is quite simple. Click the name in the conversation thread , then there will appear a popup that will allow you to select 'Message' , which you can also Select from peoples 'Profile page'.

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