This article presents different solutions if your download product is missing in Native Access.
Newly Purchased Software Products
After the purchase of a software product in our NI web shop, 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 Not installed tab.
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
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.
MASCHINE MK3 / MASCHINE JAM
After registering your MASCHINE hardware, the MASCHINE software serial number is automatically added to your account and the software downloads appear in Native Access' Not installed tab. 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.
After registering the KOMPLETE KONTROL hardware, the KOMPLETE KONTROL software is automatically added to your account and the software downloads appear in Native Access' tab Not installed. 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 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.
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.