Native Instruments

"I had dozens of accounts with various companies linked to one email address. When the email servers of this email provider were switched off without any announcement, I had to contact all the companies, to link the accounts to a new email address. This could not be done manually, as I could not receive confirmation emails on the discontinued server account. Native Instruments was the only company out of dozens that was not able to do the switch. And I tried more than once.. Exceptionally bad support."

"Be careful, there is no customer support at all. They charged me for an iZotope subscription a month ago, but it's not showing up in my account so I can't use it. I've sent several emails and received no response."

"I have no problem with the native instruments vsts. But it gets to the point where every other native access update release completely breaks the software. You either have a problem trying to log in from the web page being passed back to the native access application or the Damon that they have running just won't start up after the update completely breaking native instruments. I'd suggest just switching over to using arturia products and staying away from Native Instruments. Doing so will be a lot less hassle in the long term."

"Over 10 business days to download paid software. Still unresolved. After 8 days support finally said my support ticket was manually reviewed and I did see my product's serial in my email. Support considered the issue resolved and closed the ticket. But it is not resolved. After successfully activating my serial in their proprietary app, I'm still unable to download the paid software. I've reopened the support ticket and it has gone two business days without a response. By the way, a support lead is the one who closed my ticket before it was resolved. This gives me little hope even when support gets to my ticket again that they'll be able to resolve it, since the lead couldn't resolve it the first time. If my event comes & goes before I'm able to access Traktor 4 Pro with enough time to also practice with it, I will have my carrier charge back a refund. Literally cannot download software from a company - a company which makes software - in 2026."

"Good. I think many of their products are really good, from Maschine+ to their software lines and are generally really high quality. But their push on innovation in the market has slowed down considerably from their heyday and they continue to ride on Kontakt. Their products are also now materialisms of peak capitalism, each product feels designed from the ground up to be a new delivery mechanism for pushing and funnelling their sound pack or sound library content further and further into your face. It's unfortunate and it essentially showcases their innate company desire that it matters more to them to insidiously tap into the "buying psychology" of humans rather than creating just damn good products and letting the products with appropriate supportive marketing do the work of selling."

"I recently experienced an unauthorized, fraudulent transaction on my card for a 1-year Native Instruments 360 Pro subscription. I initially reached out on August 19 to report this issue. I currently have an active support ticket open (reference #838141) that was only acknowledged on August 22 3 days after reporting and I am still waiting for a resolution and a full refund. I’m very disappointed with the Native support team for this delay and given the nature of this unauthorized transaction, I urgently request that the support team escalate my ticket process the cancellation and provide me the full refund 500 USD immediately!"

"I have had the Guitar Mint for quite a while and despite numerous attempts to get it working, plus many hours of reading the documentation, searching the internet and watching multiple videos, I am unable to get the software to work. I am experienced with software and run many virtual instruments through my DAW, yet nothing matches the complexity and frustration in trying to get Guitar Mint to make a sound via my dedicated keyboard or the virtual keyboard. I get so close each time with the setup, yet to be able to use it as I want within my DAW or as standalone has proven to be a negative experience on many levels."

"TERRIBLE! My son downloaded a program which was in error, no refund and had to ask/ be ignored on email 4 times till they said no! Wish id read reviews on here beforehand, they clearly have a terrible reputation. AWFUL COMPANY AVOID LIKE THE PLAGUE"

"I am at an absolute loss with Native Instruments support (now under inMusic). I own a Traktor Kontrol S4 MK3 which has suffered from a hardware defect since day one (the first effect knob has a permanent calibration offset, and recently the unit started experiencing sudden, unpredictable freezes during my live sets, completely ruining my performances). I opened a support ticket (Case #4822711). The first official support agent explicitly admitted in writing that this is a known factory defect / hardware failure and promised a free replacement along with a prepaid shipping label, fully aware that the commercial warranty had recently expired. Shortly after, another agent stepped in and unilaterally revoked this official promise, hiding behind the warranty expiration date. Is this how Native Instruments and inMusic treat professional DJs? An official representative admits a factory fault, promises a solution, and then the company backs out? Hiding behind commercial warranties when your own staff admits the device was defective from the factory is unacceptable and breaches consumer trust. I need a supervisor or manager to look into Case #4822711 and honor the written agreement made by your team."

"Shocking terrible and Ai heavy useless support channel. I have been without a working Isotope subscription I have been continuing to pay for, for over three weeks. The support has been exclusively Ai (which is really insulting considering how unethical Ai is in the music industry) and requests I do really long winded "busy" tasks. Disgusted that Native instruments stand behind this type of support and I would love to avoid using them if it not for RX and Ozone. Bad Bad Bad Native Instruments"

"Very poor. Apparently they express a 14 day policy for a refund. Don’t believe it as they don’t. I wanted a refund after telling them my product was not working and actually it affected Logic Pro which stopped working. So be warned. Poor customer service indeed."

"A lot of money spent, but when there are technical issues (suspected product malfunction) there is no customer support. After much effort, a "ticket" was opened and I was told to await an answer. After the answer did not come, I replied to the email myself only to find that the ticket had been "closed". I attempted to start over, to voice a complaint about the lack of response and demand a solution, but to no reply whatsoever. A lot of wasted time, money, and frustration. I will continue to warn colleagues about what I consider to be fraudulent practice."

"Accidentally bought duplicate license. They didn't bother to refund so I have to give 1 star 🤷‍♂️"

"I was sent a voucher after upgrading to the latest Komplete Select software. But it doesn’t redeem. Their FAQ talks about a ‘service update’ impacting vouchers for customers outside the US, but no hint at a fix. Then I get reminder emails to use my voucher before it expires, when I literally cannot apply it. Support sent me a link to pay $99 for ‘credit’ after which they would issue me a license manually. I’m not doing that because it sounds dodgy. I’ll just have to write the voucher off and wait for a sale event instead."

"I was basically told that my product was obsolete because I didn't have an up-to-date Windows OS. All I did was install a new CPU as my old one became damaged. The bottom line I was given by the "support"team was pretty much "nothing can be done so it's tough titties" Absolutely disgusting after sales service so I won't be wasting any more money on NI software"

"So, it happened. I decided to become a rockstar, so my girlfriend bought me Maschine Mikro 3. It’s all fun and games until you realize your old macbook doesn’t support the new software (my mac is 10 years old). I contacted NI and the dudes were super cool. Got access to the old version of the software and now all works like a charm. Special thanks to the support of Gabriel and Jonas. 5 stars deserved. Cheers."

"Have been a user for more than a decade and they always kept up with modern production advancements and let me transfer my license between various computers. I wish them the best."

"Sent a request for help about 2 months ago before my brain surgery is due still not heard back, nothing in junk folder, and almost time for my surgery, hoped for a response before it."

"Hands down the WORST “support” I’ve ever experienced. Issues with pro 4 software and bots just regurgitate rubbish suggestions with zero human possible contact. I opened a ticket that had the header “unable to connect to beatport though pro 4” The reply was “which email address would you like to update?” Wtf??? If I could return everything I have bought from them I would, 10 days without being able to work while I look at an expensive paperweight. And in the meantime I receive emails offering me other products telling me how amazing NI is and how productive it can be… They have a very different definition to me of what “productivity” is. Personally I would advise anyone to go elsewhere and DO NOT trust them."

"Worse service ever. Products dont work. Customers service is terrible,"