This article presents different solutions if your download product is missing in Native Access.
Note: Registered NI hardware products will not appear in Native Access. You can find them in your NI account's section My Products and Serials.
The same applies to registered NI software bundles like KOMPLETE 14: Native Access will only show the included products, but not the name of the software bundle.
Newly Purchased Software Products
After the purchase of a software product in our webshop, you'll receive an order confirmation via email that indicates that you can download the product with Native Access.
If you have not received the confirmation email and your order status is not shown in your order history, please check your account's section My Products and Serials. If your product is listed, you can start Native Access and install your product from the Available / Not installed section.
In case your product is not listed in your account's My Products and Serials section, your purchase might still be under review. You can find more information in this article.
Newly Purchased Hardware / Software Bundles
For newly purchased hardware / software bundles, the download will be provided after the hardware and / or software serial numbers have been registered:
TRAKTOR Hardware / Software Bundle
After registering your TRAKTOR hardware, the TRAKTOR software serial number is automatically added to your account and the software downloads appear in the Native Access Available / Not installed section. You can find the hardware serial number on the registration card in your product box. In case you lost the registration card, please contact our Support Team and provide a photo of your invoice.
MASCHINE MK3 / MASCHINE JAM / MASCHINE MIKRO MK3
After registering your MASCHINE hardware, the MASCHINE software serial number is automatically added to your account and the software downloads appear in the Native Access Available / Not installed section. You can find the MASCHINE hardware serial number on the registration card that came in the product box or on the bottom of your controller.
MASCHINE MK2 / MASCHINE MIKRO MK2 / MASCHINE STUDIO
You can find the MASCHINE software serial number on the installation disc's sleeve. In case you lost the disc sleeve, please contact our Support Team and provide a photo of your invoice.
KOMPLETE KONTROL
After registering the KOMPLETE KONTROL hardware, the KOMPLETE KONTROL software is automatically added to your account and the software downloads appear in the Native Access Available / Not installed section. You can find the KOMPLETE KONTROL hardware serial number on the registration card that came in the product box or on the bottom of your controller.
Already Used Hardware / Software Bundles
Older Generation TRAKTOR Hardware / Software Bundles
You can find the software serial number on the registration card in your product box. In case you lost the registration card, please contact our Support Team and provide a photo of your invoice.
Older Generations of MASCHINE MK2 / MASCHINE MIKRO MK2 / MASCHINE STUDIO
You can find the MASCHINE software serial number on the installation disc's sleeve. In case you are the first owner and you lost the disc sleeve, please contact our Support Team and provide a photo of your invoice and of the 14-digit barcode you can find on the outside of the product box.
Already Registered Products
If you already registered a product and its download is not showing up in Native Access, you might have registered it with a different email address to another user account. In case you lost access to an older email account, please contact our Support Team and provide all available info about the old account.
Second-Hand Products
If you purchased the product second-hand, please contact the seller in order to receive the software. The previous owner needs to provide all the components of the product including the serial numbers, since the software / hardware licenses are bundled - and may not be sold separately.