Can not transfer licence.

A few days ago, I bought a second hand Komplete Kontrol S88 MK2. The day after I got it, I came across some YouTube videos about the new firmware for the S88 MK3 that came out about a month ago. Until yesterday, I hadn’t seen anything about it. After watching those videos and seeing how much better the MK3 now totally integrates with Cubase, I decided to go all in and buy a new MK3.

So I put the MK2 up for sale again, and someone quickly responded and wanted to pick it up. But I ran into a problem: I can’t transfer the license. When I try to request the transfer, it says “Not transferable.” The buyer understandably doesn’t want to go through with the purchase until the license can be transferred. I’ve already sent an email to Native Instruments about it (about 10 hours ago), but haven’t received a reply yet. The buyer is fine with waiting a few days, but I’d really like to get this sorted out. Does anyone know what could be causing this or if I’m missing something?

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Accepted answers

Jeremy_NI

Well @MareKKontrole and @mykejb It seems my colleagues beat me to it and replied at 12:48 today!

All comments

Vocalpoint

All new registrations to your account are subject to a 60 day transfer restriction.

You would need to contact NI support and see what they can do for you to speed this up.

And not sure what you mean by “sending an email to Native Instruments”.

To my knowledge there is no email that can used to request any sort of support. You must engage support via the NI Support chat on the website.

MareKKontrole

I also spoke with the support chat, and after that, I received an automatic email asking me to reply with my question and the necessary details.

But 60 days? Weird…

Vocalpoint

https://community.native-instruments.com/discussion/comment/244928#Comment_244928

That is to prevent people from buying something like Komplete for 50% off one day and then turning it around for a profit 3 days later etc…

PoorFellow

https://community.native-instruments.com/discussion/comment/244928#Comment_244928

I also spoke with the support chat, and after that, I received an automatic email asking me to reply with my question and the necessary details.
But 60 days? Weird…

If you opened a support ticket and got a ticket confirmation email then there should be no problem. The 60 days limit is a technical cool down to prevent users to abuse of their transfer rights. Since you are in contact with support then they should help you transfer the product without that posing any problem. (e.g. every user that gets the keyboard product registered to their account get a free bundle of Komplete Select 'base software' for the product , imagine how that could be abused!)

MareKKontrole

And I still don't have any answer on my email. I'm kind of stressing because the guy who wants to buy it, says when it will take much longer he will search for an other one. Why it takes so long till NI answers? I have to say I'm not very happy with there customer service. It should be way easier to get in contact.

mykejb

@Jeremy_NI is this something you could take a look at please?

Jeremy_NI

Well @MareKKontrole and @mykejb It seems my colleagues beat me to it and replied at 12:48 today!

PoorFellow

https://community.native-instruments.com/discussion/comment/245133#Comment_245133

And I still don't have any answer on my email

Did you open a ticket using the web-support interface ? : Please contact N.I. Support (all)

Or did you try to write to some email address that you found somewhere ?

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.

Start a new chat. (making sure you are logged in)
If you use an adblocker make sure it's deactivated for the N.I. website.
Try with a different browser
Try private/incognito mode on your internet browser.

Jeremy_NI

https://community.native-instruments.com/discussion/comment/245180#Comment_245180

I checked the ticket @PoorFellow

@MareKKontrole posted at 12:26, my colleagues replied at 12:48 without me doing anything. Everything is settled now.

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