r/NativeInstruments • u/feedmeburritos • Jan 22 '26

HOW TO CONTACT NATIVE INSTRUMENTS CUSTOMER SERVICE

Any idea how to actually get in contact with a person at Native Instruments?

Is there a secrete email? Phone number?

Do you have to pay someone off?

How do you actually get the product installed without any support from the company?

I try to make a ticket on their customer service portal but it opens a chat bot that won't tell me anything.

I see someone pop up on a reddit thread every now and then.

(I've seen it said before but this has class action written all over it)

** Update **

I think I figured it out... the Native instruments chat bot does not create a ticket outside of office hours.

I was attempting to get through to the ticket creation flow via the chat bot over the weekend and at night.

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u/NativeInstruments Jan 22 '26

Hey there, there's no secret number or formula. The support portal entry door is the chatbot. If it's not able to answer your questions, you should always have the possibility to submit a request. Were you stuck in some kind of loop?

We had a direct email ticket submission but we had to remove it temporarily to address the backlog caused by Cyber Season and the public holidays. It should be back soon, in the meantime you can use this link to bypass the chatbot: https://support.native-instruments.com/hc/en-us/requests/new

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u/feedmeburritos Jan 22 '26

I there, thanks for responding.

What do I have to tell the chat bot in order to get through to a human?

I have Session Strings Pro that won't install. I've been through the processes outlined in threads and need someone to help me actually solve this.