What “Under Review” means

After you pay in the Native Instruments online shop, each order gets a status in your account's Order History. For most download orders it moves on within minutes: NI's shop FAQ says the serial number “is sent automatically via e-mail within a few minutes”. Sometimes the order stops at this status instead, as a Komplete buyer described in the NI Community in May 2025:

Under Review

Order status quoted in the Native Instruments Community thread “Why is my order "Under Review"?”, read 19 October 2026.

NI's support article “What is the status of my order?” lists three cases behind it:

  • EU VAT number. If you entered one and the automatic check failed, an Order Support Agent checks it by hand. NI says: “This may take up to one business day.”
  • Card payment. “Sometimes an Order Support Agent has to check the authorization manually due to security reasons.”
  • Other orders. “Some orders are checked manually to safeguard the security of your payment.” In rare cases the agent contacts you for more information.

In August 2025, NI's community manager posted a support reply to a buyer whose Maschine 3 order was held. It explained that orders are “put on hold temporarily if there is a discrepancy with the payment information”, as a precaution against fraudulent charges. Under Review is not a cancellation; NI's status list has a separate Cancelled status.

NI's shop also sells iZotope products such as Ozone 12 Advanced. In 2024 a buyer upgrading an iZotope bundle wrote that since NI acquired iZotope, “the checkout process is through NI's web shop”. An Ozone order placed in NI's shop can land in the same review.

How long it takes

NI's help pages give one figure: up to one business day for a manual VAT check. The email NI sends after an order, as quoted by a buyer in July 2024, says download instructions can take “several hours, or in exceptional cases up to one business day, if your order needs to be processed manually.”

Business days are the catch. When a buyer complained on a Monday in November 2023 about two iZotope plug-ins bought the Friday before, NI's community manager answered: “Our offices are closed on the weekend”, and added that the shop was in the middle of its highest season. Buyers' own reports in the NI Community show how long it can run:

ReportedOrderWhat happened
May 2023Download product, paid with PayPalProcessed 11 days after purchase
Jan 2024Upgrade, paid with KlarnaReleased the next morning, after NI support replied
Mar 2024Download product, paid with AlipayStill under review after a week; NI confirmed a refund on request
May 2025Komplete bundle, about $1,300Under review for two days over a weekend; the serial arrived after a ticket
Nov 2025Session PercussionistOrdered on a Friday; six days later NI said a VAT issue had stopped the order and asked for a new one
Jul 2026Sample library, paid with PayPalStill under review after 7 days; NI said reply times were longer during “a period of transition”

These are individual accounts, not NI statistics, and forum posts collect the slow cases. Two things come up again and again: orders placed on a Friday, and orders placed during a big sale, such as NI's Summer of Sound or the busy season in late November.

What to do while you wait

  1. Check Order History and your email. In your NI account, open Order History and click View details to see the current status. If it has changed to Shipped, the serial and download link are under My Products and Serials. NI also asks you to check your spam folder.
  2. Don't place a second order. The first order is still open and usually already paid. A second order means a second charge, and nothing in NI's help says it would skip the check. Order again only if NI asks, as in the November 2025 VAT case.
  3. Open one ticket through NI's support site. Go to support.native-instruments.com and chat with Riff, NI's virtual agent, which creates a ticket when a person needs to look at your case. A forum moderator notes that NI has no phone support and that you cannot open a case by email. Give your order number, as NI's shop FAQ asks, and keep everything in that one ticket.
  4. Answer any request for information. NI says that in rare cases an Order Support Agent will ask you for more details. If you entered an EU VAT ID, make sure it is valid: NI's FAQ asks you to leave the optional VAT ID field blank unless you are authorized to buy without VAT.
  5. Count business days, not hours. An order placed on Friday evening may wait until Monday. If a full business day passes with no reply, add a note to the same ticket.
  6. Ask NI to cancel if you can't wait. Ask in the ticket for the order to be cancelled and refunded. NI's shop FAQ says the right of withdrawal does not cover download versions, so this is NI's call; in the March 2024 case NI did refund an order held for a week.
Keep your real details If NI asks for information, answer with your real name, billing address and payment details. Don't try to get past the check with a VPN, a proxy or someone else's address.

Buy Komplete or Ozone with crypto through Unboxkey

We can't speed up an order that is already under review; only NI can release it. For your next purchase, or if NI cancels this one, we can buy the license for you. You pay us in crypto (the coins and networks are on How to pay), we buy a new Komplete 26 serial number from a Native Instruments dealer, and we email it to you. You add it in Native Access with your own NI account; in some cases we send a License Transfer ID to import instead. The full process is on How it works.

Our service

Komplete 26

Price shown for Komplete 26 Standard. Ultimate and Collector's Edition are on the product page.

$576.45total, fee included

  • New serial number by email, registered in Native Access to your own account
  • Typically within 2 hours of payment confirmation (09:00–21:00 UTC), at most 24 hours
Buy with crypto Product details

If we can't buy your license, we refund the full amount you paid, in the same coin, with no deductions.

For Ozone 12 Advanced, we email you a serial number that you add to your own iZotope account before you authorize Ozone on your computer. The total is $523.95, fee included, with the same delivery time: see the Ozone 12 Advanced page or go to the checkout.

FAQ

What does “Under Review” mean on a Native Instruments order?

An Order Support Agent is checking the order by hand before NI releases it. NI's order-status article gives three cases: an EU VAT number that failed the automatic check, a card authorization checked manually for security reasons, and general payment-security checks. In rare cases the agent asks you for more information.

How long does “Under Review” take?

NI says a manual VAT check may take up to one business day, and its order email says manual processing can take several hours, or in exceptional cases up to one business day. Buyers in the NI Community have reported waits from about a day to more than a week, longer over weekends, when NI's offices are closed, and during sales.

Was I charged while my order is under review?

Usually yes. In most community reports the money had already left the buyer's card, PayPal or Klarna account. NI staff have also said a review can be linked to a payment that has not been accepted yet, whether or not it was debited. Check your statement and keep a screenshot for your ticket.

Should I place the order again?

Not unless NI asks you to. A second order means a second charge. In one case from November 2025, NI found a VAT issue, said the first order had not gone through and asked the buyer to order again, so wait for NI's answer in your ticket.

Can an iZotope order end up under review too?

Yes. iZotope products such as Ozone 12 Advanced are sold in the Native Instruments shop, and buyers have reported iZotope orders sitting in “Under Review”, for example two iZotope plug-ins bought on a Friday in November 2023.

Sources

  1. Native Instruments Support: What is the status of my order? checked 19 October 2026
  2. Native Instruments: Online Shop FAQ checked 19 October 2026
  3. NI Community: Why is my order "Under Review"? (May 2025) checked 19 October 2026
  4. NI Community: Payment Status Under review (January 2024) checked 19 October 2026
  5. NI Community: Customer Service Request - Order Under Review (November 2023) checked 19 October 2026
  6. NI Community: Under review 7/7 - 7/19 (July 2024, order email quoted) checked 19 October 2026
  7. NI Community: Order still in review and nobody from support is answering (August 2025) checked 19 October 2026
  8. NI Community: Download: Available immediately thread (2022 to 2023) checked 19 October 2026
  9. NI Community: Why is my order always Under Review? (March 2024) checked 19 October 2026
  10. NI Community: Loosing faith in Native Instruments (November 2025) checked 19 October 2026
  11. NI Community: Order stuck at "Under review" for 7 days (July 2026) checked 19 October 2026
  12. NI Community: Order under review for over 48hrs (June 2025) checked 19 October 2026
  13. NI Community: How to get in touch with our Customer Care (July 2026) checked 19 October 2026
  14. NI Community: iZotope upgrade through the NI web shop (June 2024) checked 19 October 2026
  15. NI Community: Why are my purchases under review? (July 2022) checked 19 October 2026
  16. Native Instruments: Ozone 12 Advanced checked 19 October 2026
  17. Native Instruments: Komplete 26 bundles checked 19 October 2026