Purchase From Webshop but no Product or Invoice

Hi everyone, quick question hoping for some advice! Still haven't heard back from the support team.

Has anyone had this issue before, where you make a purchase from the NI webshop but do not receive an invoice or any serial numbers? I have been waiting for a response from the NI support team, but I have not heard back and it's kind of concerning. I can confirm that my payment did in fact go through, as it is no longer classified as a hold but rather an actual point of sale on my statement.

I would also like to state that I had just purchased a different Kontakt instrument a few days before this purchase. In case anyone was wondering, it was for a Kontakt crossgrade and another NI instrument.

Let me know if you've ever encountered this before, and have any advice. Thank you! Hopefully it works itself out.

 

Check your Native Access app for the new libraries…..they may be already there for downloading/install etc.

Confirmation emails can sometimes be lagging, but will probably catch up later.

 

Hi Pedro, thanks for responding. I've checked my Native Access multiple times everyday since the purchase hoping they will be there lol. Still nothing.

 

Thanks for the info regarding this.

If you’ve not already done any of the following….which can be via the Support part of this forum.

1) Check your order status….this will show the details on you account.

(You will be re-directed to another page and need log in again).

2) If there's an identifiable problem, raise a “ticket” with your concerns.

It is not uncommon for such problems to occur….but they will get sorted !!

 

The issue did in fact get resolved! Support said they have been extremely busy, which is why they haven't been able to respond sooner. They stated that my order was not properly automatically exported. They said they would manually export my order for me, and after that I received the ability to access my products immediately. So for anyone who encounters this issue ever, just shoot an email to the NI support team and wait for response. It took around a week to hear back, not too bad. Only patience is required.

For those looking to see if their issue is similar, here's what happened for me:
+ Money was taken from my account after the purchase.
+ Did not receive an invoice after purchase.
+ Order never shows up in order history.
+ Products do not show up in Native Access nor in Products and Serials.
+ No access to products for several days despite money being removed from account.

What fixed it:
+ Support needed to manually export my order before I received any of the things listed above.

 

Good News !
Pleased you've got it sorted.
You do indeed have patience....

NI Support usually responds within a couple of days,but perhaps this time of year they do get busier.

Best Wishes.