Maschine Software not available in native access

Hi everybody

I bought a brandnew maschine mk3 this Saturday but can't use it. When I register my machine with the included serial (on the black paper/back of maschine) the number is accepted. However, the only software available are kontakt/reaktor player.

In my user account it shows the maschine mk3 as registered. After reading similar stories online I'm fairly certain that the mistake lies on Native Instruments side. I hope this can be fixed ASAP.

I sent an email to x and recieved a request number (1474273) but I'm not sure if it will be answered as it says:

"Your request (1474273) has been received and is being reviewed by our Workplace Team where it will be forwarded to the correct internal team, unless it relates to product customer service."

Is there anything I can do? The situation is annoying and a big surprise for me.

 

Hi!

I'm sorry to hear that, thats annoying! I have forwarded your info to our support team, so they can have a look and resolve this.

Cheers,
Mick

 

Same thing happens here, sent a ticket as well

 

Same thing happens here. I bought it brand new and sent a ticket. The person just replied to me that I shouldn't buy a from a reseller (even though mine is new) and basically told me to buy a new one. I just spent 800$ on a brick and NI is doing nothing to help so far. Very disappointed

 

I'll dive into this when I get to the office tomorrow

 

I bought a used Maschine MK2 Mikro from an eBay seller and they sent me the transfer ID and everything went threw and when I went to native access I put in the serial and it said I had to wait for the email and I’ve been waiting a couple of day and haven’t gotten an email and the maschine software download isn’t showing up in native access and I was wonder if I could get some help with my situation

 

With Maschine MK2 (and MK1, and Studio) there were two different serials: one for the hardware, and another one for the software. The seller will need to transfer both the hardware and software. They are not tied into one serial as with the newer products (MK3 and Jam)

 

Hi There,

I've just bought a Maschine Mikro II and for some reason the installation software isn't coming up in my Native Access. Can you either make it available or send me a link?

Thanks,
Caleb

 

Hi Caleb,

Was this a second hand purchase? Or did you buy it new in a store?

If you bought it new in a store, then there should be 2 different serial numbers, one to register the hardware, the other one for the software.

In case of a second hand purchase, the previous owner has to transfer the licenses to you, for more info see:

SOURCE: https://support.native-instruments....ying-a-Native-Instruments-Product-Second-Hand

 

Hi Mick,

Thanks fo getting back to me so quickly. I bought it new from a shop online.

It seems I only have a hardware serial. I've turned the box inside out looking for a software one and cannot find it. Can you provide one for me by any chance?

 

Hi Caleb,

I checked your account and see that this MK2 has been registered before, so it wasn't new.
You'll have to contact the store and clear this with them.

 

Hi Mick,

I actually re-entered the hardware serial number in the hope that it would solve this. I first entered it about 10 hours ago and again about 30mins ago. Does that explain the previous registering?

 

No, this was registered to a different user. Please reach out to the store where you bought it, they will be able to help you

 

HI, I Purchased a Maschine Jam brand new from a retail store and the same thing has happened.
A green tick which says its accepted however there is nothing available to download in the "not installed" section of Native Access.

Please help as I'm keen to use Maschine Jam however it is completely useless without the software I payed for.

 

Check your PM

 

I hereby call you as the best employee of NI.

René

 

Me too just bought mk3 and only showing reaktor AND contact in native access

 

I just checked your account, and its on there now. Sometimes it just take a little longer

 

Hey Mick

You seem to be the man to get things done around here. As with all the above users there is no software downloads in my Native Access apart from Kontakt 6 Player and Reaktor 6 Player. I registered my Maschine MK3 2 days ago.

Can you get a look please?

Many thanks
Tony

 

Sending you a PM right now