Deactivation of my hardware X1 Mk1

Hi,
Due to the pandemic and shortage of work ive had no choice but to sell up my equipment to pay bills untill things pick up again when i will re buy all new stuff, but ive sold my X1 Mk1 on Ebay which has a full Traktor Pro 2 & Remix Decks software download with it, it was all complete with serials ect and brought brand new by myself, the buyer has come back to me stating the download worked fine but he can not register the hardware as its registered to another user,

So, ive read up what i should do and phone my friend for help and advice, as to be honest im pretty usless when it comes to setting this stuff up, i normaly go for help from my friends ect and they do it for me, (im a bit too (old) oldskool) but with social distancing i cant even get my friend s round at present to help me, so i took their advice and logged into my account to find the transfer license section and went to the My products, serials, & downloads section to try to remove my hardware, but its not in the list, there is only a TRAKTOR 3 LE Numark TotalTrack Control, which i had many years ago when i first gave digital dj stuff a try,
there isnt a X1 listed there for me to deactivate or transfer the license, i do have the hardware serial/license number thats on the back of the unit as the buyer has sent it back to me to try and free it up,
i feel terrible for the buyer as he has bought a new toy which was fully boxed in mint dondition with all the parts it origonally came with including the purchase reciept therefore he was thinking he was buying a great deal which he actually was but now is unable to use it

so i realy need some help if possible to make the buyer a happy man again

i have logged a ticket with Native instruments for some help but i have not had a reply, i didnt expect them to be too quick to be fair considering the current climate with the pandemic, so any help would be very much appreciated on mine and my buyers behalf

Thank you

 

anyone got any ideas please as ive still not had any reply from Native instruments on this ???

 

any chance you have more than one NI accounts and are using an old one to login (that is why the really old stuff is there, but not the newer)?

Try using "forgot your password?" link and entering in any email address that you may have used more recently. If the account exists, you'll get an email to reset your password. Change it and log in to that account and I'll bet you find your info.

Good luck!