Kontakt 8 license not appearing in Native Access

I have purchased Kontakt 8 from the Native Instruments website 2 days ago, using the same email address as my Native Access account.

The product shows up in my account on the NI website, but it doesn’t appear in the Native Access app on my PC, so it seems that I can't use Kontakt 8.

You can "add serial" on the Native Access app but and I didn’t receive any serial number by email, only my order number and reference number (they are too short to be a serial).

I made a request to the "support" (the chatbot on native instrument website) and a ticket has been sent but I have no news.

How could I resolve this issue please ?

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Accepted answers

Florent_bastien

Vocalpoint, PoorFellow,

Thanks, problem solved, the support just gave me the serial number by email and I added it on Native Access.

All comments

Vocalpoint

You need to check your "Products and Downloads" Tab:

If Kontakt appears under Not Registered - your order has not gone through yet.

If Kontakt appears under Registered - you need to tell us what OS you are using.

Florent_bastien

https://community.native-instruments.com/discussion/comment/245416#Comment_245416

Thank you for your answer.

Indeed, Kontakt appears under "Not Registered".

Do you know why ? And how long it might take for it to be registered and can I do something about it ?

Vocalpoint

This is usually the result of an audit of your payment method or confirmation of addressing details.

Standard procedure for NI to both protect them and protect you.

Country codes also play a role in this. About a half dozen countries around the world remain banned from the NI Shop.

NI Sales Support will hopefully get this sorted for you - but if you do not see any movement by the end of business today - I would login to the Support Chat and log a ticket.

PoorFellow

https://community.native-instruments.com/discussion/48391/kontakt-8-license-not-appearing-in-native-access

Try the following Trouble shooter here : My Products Are Showing As DEMO in Native Access, especially '2. Your activation fails because of corrupted or missing activation tokens' and '3. You have corrupted XML files' (delete both NA XML and Kontakt 8 product XML) then restart computer and log in again to see if that helps.

Else then try uninstalling Kontakt 8 (Player?) then reboot computer , and then reinstall Kontakt 8 using latest version of Native Access for your OS

Vocalpoint

https://community.native-instruments.com/discussion/comment/245432#Comment_245432

PoorFellow

If the product does not appear under Registered - no amount of messing around in Native Access will make it appear.

PoorFellow

https://community.native-instruments.com/discussion/comment/245435#Comment_245435

Actually then from what I have understood then not registered products no longer have their serials shown because they allegedly should turn into registered products when installing in N.A. (yes , mind boggling , I mean how can you install a not registered product in N.A. , right ? , but that's what I read) .

Anyway , you have to ask Jeremy_NI how to register not registered products without a serial.

Else I would have suggested that user tried looking up serial on the transfers page but from what I can see then not registered products does not show their serial anymore (they used to show their setial) .

From what I can see then we might have comprehended the problem in two different ways. You assume the order stuck , my post were directed at if product was added to account but as a not registered product.

Florent_bastien

Vocalpoint, PoorFellow,

Thanks, problem solved, the support just gave me the serial number by email and I added it on Native Access.

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