Is there seriously no email support???

I purchased the sunburst guitar deluxe last night and waited for the download and serial.

today still no download link

You guys did send me an email confirming that you sent me a download link but 100% no link has been sent

I thought ok let me write them......

I thought it was crazy we let companies get away with no phone support

BUT NO EMAIL EITHER

This is crazy how is someone supposed to get help???

create a thread in a forum???

this is wrong

Can someone please help me with this download link???

and please explain how it’s okay to have no email support???

 

My email address and login is aeleo144@gmail.com

FYI

 

You need to use the order wizard on the support page. If your issue is not resolved based on the questions and your responses, then you have the opportunity to send a message to a specialist. Unfortunately it is the weekend and NI is closed, so your issue may not be addressed until Monday. There is also a Chat feature you can use but again, not available until Monday.

 

thanks for the reply

The links I followed to resolve this led only to articles not options to message.

Is this normal that if you order something on Friday night it will not be there until Monday?

or is something wrong here?

 

If you go here, https://support.native-instruments.com/hc/en-us/sections/360000092537 and click “Get Webshop Support” and answer the questions this way...

Let’s Get Started
Next
C
B
Next
Continue

then select option C for “I would like to contact support directly”

then you can send a support request.

I don’t think ordering on Friday has anything to do with it, so must be something else going on.

 

Thank You, Just did this

Man I really needed this plugin for work I was supposed to do this weekend

never had a problem like this with virtual instruments

 

You did check in Native Access correct? They do not send direct links to the actual download files via email...just checking because you never mention NA!

also, did you check the order status on the Website and look at My Products and Serials Page to see if the product shows up there... I ask because sometimes if there is an issue with the CC processing, they put the order on hold until they can verify it is not someone using your info to make a fraudulent purchase...for your safety!

 

Did you manage to get this sorted with our support? If not, please send me a PM with your email and request number. I'll get this sorted today.
Just a quick tip as well, we offer live chat from Monday to Friday (1 - 4 PM CET & PST) for order related issues: https://support.native-instruments.com/hc/en-us/sections/360000092537-Order-and-Payment