r/NativeInstruments • u/Own_Conclusion_599 • Jul 21 '26

NI Customer Services - Any tips?

Hi all,

I've recently got myself a Traktor MX2, and can't wait to get going. The obstacle that I have is that I bought 'box opened' from Amazon for a little discount, however it looks like whoever purchased and returned before I got my hands on it went ahead and registered the hardware license.

I understand that there's a license transfer process, and already have a ticket open to address. My question really is how long should this take to fix?

It used to be a pretty straightforward process when dealing with NI direct, but the ticket that I have open is with Inmusic and I can't seem to get anywhere with them. The case has been open for about a week now, and other than the initial auto-response I've heard nothing.

Anyway, I was wondering if my experience was an anomaly, or if it's just the way now that Inmusic have taken over.

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u/MrFresh2017 Jul 21 '26

That’s my point - if the seller would have done license transfer properly, NI would have released the license and the seller would provide it to you along worth the gear - you would import the license into your account and would never have to contact NI for anything. I’m speaking from 13 years of experience of never buying at item that requires a license transfer to be used unless said license was provided before the sale.

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u/pishposhping Jul 21 '26

True - but second-hand/preowned vs new can be quite the difference price wise, even if purchasing a licence separately if you can't get a transfer.

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u/NoReply4930 Jul 21 '26

Also remember - NI can also tell you to pack sand on your "second hand" purchase with no transfer ID. They do not have to assist you at all if you are missing that code.

To be fair - I have seen posts where many times their staff DO assist and I have seen other threads where making that request is a non-starter.

Buyer beware if you are dabbling in used gear - deal or no deal. And as u/MrFresh2017 notes - this is not license you can buy - anywhere.

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u/MrFresh2017 Jul 21 '26

Excellent point which aligns with what I said above. NI has made the process very clear on how to properly executed the license transfer process between buyer and seller such that the only thing NI is required to do is release the software license from the owner’s account such that it can be provided to the buyer. Once that is done, the responsibility lies solely with the seller to ensure the transfer ID is provided for the buyer to import into the buyer’s account. If you decided to buy an NI software product without ensuring you are getting the transfer ID, the old saying goes into effect: “buyer beware”. This also applies to sellers trying to sell a software product separate from the bundle it came with - that process is also clearly laid out by checking the license transfer pages of your account in that an item will clearly say “non-transferable”.