Native Instruments | I have Issues with my E-Voucher

If you have issues redeeming vouchers or gift cards, ensure your cart excludes sale items, upgrades, hardware, NKS partner products, subscriptions, or previously used codes. Customers from the EU and outside of North America may face temporary redemption errors due to a service update and should contact support with their code and product details. Check your spam folder or wait 48 hours for voucher emails. For Komplete Select vouchers, owning the 3rd party hardware is required.

If you are experiencing issues redeeming a voucher or gift card code in our web shop, please follow this guide to identify the cause and find a resolution.

TABLE OF CONTENTS

• 1. Quick Check: Standard Exclusions
• 2. Regional Service Update (EU/International Store)
• 3. I cannot find my E-Voucher
• 4. Issues with Komplete Select vouchers (3rd party controllers)

1. Quick Check: Standard Exclusions

Most e-vouchers are designed for specific software purchases. Please ensure your cart does not contain the following excluded items, as they will cause a voucher to appear as "invalid":

• Individual Products on Sale: Vouchers cannot be combined with existing special offers or seasonal sales.
• Updates, Upgrades, & Crossgrades: Vouchers are generally valid for full versions only.
• Hardware Products: Most vouchers are applicable to software only.
• NKS Partner Products: Only Native Instruments branded software is eligible.
• Subscriptions & Educational Licenses: These require specific payment methods or verification.
• Duplicate Use: Ensure the code has not been redeemed on a previous order.

For more details, please check the full E-Voucher Terms & Conditions here.

Note: Terms & Conditions for specific individual vouchers may vary. You can find the exact Terms & Conditions for your voucher at the bottom of the email containing it.

2. Regional Service Update (EU/International Store)

We are currently undergoing a service update affecting the automated redemption of certain promotional codes and gift cards within our EU/GmbH Store.

• Who is affected?
  This specifically impacts customers shopping in regions served by our GmbH entity (primarily Europe and international territories outside of North America).
• The Issue:
  During this update, some otherwise valid codes may return an error at checkout and cannot be processed automatically.

How to redeem your credit:

If your code meets the eligibility criteria in Section 1 but is not accepted at checkout, we are happy to assist you manually. Open a support ticket.

To speed up the process, please include:

1. The voucher / gift card code
2. The product you wish to redeem

3. I cannot find my E-Voucher

Once you have registered a qualifying product, you will receive a confirmation email containing your voucher code. If you cannot find it:

• Check your spam folder: Automated emails are sometimes filtered by your provider.
• Wait 48 Hours: It can take up to 48 hours after registration for the system to generate and send your code.

4. Issues with Komplete Select vouchers (3rd party controllers)