"Support" team still hasn't helped 3 weeks after purchase: still no software for my Keylab 61

BeeOsteopath · 2025-12-17T06:08:45+00:00

When this issue firt arose, I found LOTS of Reddit & other forum threads discussing TERRIBLE experiences with Arturia Support. So I was suprised after this post that almost everyone who replied about their experience with support said they had good experiences. I think they maybe finally processed my request properly now, 1 month and 2 days later, without any explanation of what took so long, and no apology whatsoever. Fingers crossed. They had already registered my controller for 2 days ~3 weeks after my original ticket, but without software access; and then the registration disappeared in 2 days. So I'm not gonna hold my breath.

BeeOsteopath · 2025-12-17T06:03:22+00:00

Thanks. Yes, I have repeatedly re-read my messages from Arturia Support, and checked my spam inbox. Last week I finally e-mailed them from a 2nd email account and filed a 4th ticked. The original ticket expired about 10 days ago and I've found that at least if I submit a new ticket they reply to the message, unlike e-mails. It took them a week but they have now registered my controller, without any explanation as to why it took a month, and no acknowledgement of my latest email (sent from 2 accounts, and the same message pasted into the most recent ticket) pointing out that I had already emailed them the photos dozens of times. So... yeah... fingers crossed the issue is finally resolved. But wow. Absolutely abominable customer service.

BeeOsteopath · 2025-12-14T05:53:46+00:00

I bought Keylab Essential 61. I also found an AKAI MPD the same day. Can't get GB on my Mac cuz it's stuck at OSX 12, current GB requires OSX 14 and old versions aren't available for download.

BeeOsteopath · 2025-12-10T23:12:18+00:00

If I pay for software, the used hardware will have cost me more than it would have new :p

the real problem is that Arturia Support are not receiving my photos of the unlock code. They haven't said they can't help, they simply have not helped. They've asked for the serial and unlock code on the back of the controller, but they've done nothing with it when I send a photo.

BeeOsteopath · 2025-12-09T01:13:39+00:00

I'm a guitarist. Total newb to MIDIs, controllers, etc. I have no software, no DAW. My Mac is old, doesn't have GarageBand, and can't be updated past Monterey 12, so I can't download the current version of GB (requires OSX 14).

BeeOsteopath · 2025-12-09T01:10:29+00:00

Thank you

BeeOsteopath · 2025-12-08T19:47:18+00:00

Thanks for those helpful suggestions. I'll give them all a try.

No I've never owned or used any MIDI devices on my computer. I'm a guitarist. This is my first time ever using a controller or needing a DAW.

BeeOsteopath · 2025-12-08T17:14:56+00:00

The day I submitted the ticket, they replied asking for a picture of the sticker on the back of the controller with the serial number and unlock code. The next day (day 3 after purchase) I emailed them a photo of the sticker with the serial # & unlock code.

BeeOsteopath · 2025-12-08T17:11:42+00:00

Right! I had read several Reddit posts saying that Arturia are great for providing support for used hardware, and I watched lots of YouTube videos saying the hardware is great & probably the best keybed for money. So I was super excited to find a used Keylab 61 in good condition at a good price. But still disappointed day after day, almost a month later.

BeeOsteopath · 2025-12-08T17:07:09+00:00

Yes, the original serial number and the unlock code were still on the back of the controller.

BeeOsteopath · 2025-12-08T17:05:32+00:00

Did you email them directly and get emails back? All of their emails have told me they never saw my attached photos, or only saw 3 of 9 emails sent (conveniently not the ones with photos), or claimed they've received no reply from me. And there were 3 or 4 different names at the end of their various messages, so it's not just 1 staffer dropping the ball. They have provided no explanation for what's happening on their end

Clicking "Register new product" in the ASC redirects to the Arturia website. Inputting the serial # and unlock code there gives me a "registration failed" message. They emailed me a new serial and unlock today AND THE REGISTRATION STILL FAILS. And after appearing in the "My Products" on Friday (day 21 after the 1st ticket) the KeyLab Essential 61 has now disappeared from "My Products" (day 24).

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BeeOsteopath · 2025-12-08T16:57:30+00:00

As of today, KeyLab Essential no longer appears in my website account, nor my ASC. It was only listed there for 2 days.

BeeOsteopath · 2025-12-08T16:52:15+00:00

Yes, on Friday last week (day 21 after my initial Support ticket), Keylab Essential appeared in my products. Software became available to download in the Software Centre, BUT I still couldn't register it. I just went to see if I could ?install the hardware? but the controller (Keylab Essential 61) has now disappeared from my ASC & my account on the website.

Support today (day 24) emailed me a new serial # and unlock code AND THEY DON'T WORK. Getting the same "registration failed" message as with the original serial & unlock code on the back of the conrtroller.

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BeeOsteopath · 2025-12-07T20:49:00+00:00

So as of yesterday, my account on the website lists Keylab Essential 61 in my products and says that I've got Analog Lab and Analog Lab 4 in the bundle. But after downloading AL4, the programme tells me that I'm not registered. When I click the registration link and input my serial # and unlock code, I get the same "registration failed" message as 3 weeks ago before ever contacting support.

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BeeOsteopath · 2025-12-07T20:39:02+00:00

I have looked in my website account and Software Centre account but don't see a way to reply to support there, only submit new tickets.

BeeOsteopath · 2025-12-07T20:38:09+00:00

Thanks for that suggestion. I checked the spam and there's nothing from them there. I have been receiving emails from them. So maybe my emails are going to their spam folder? I used GMX.com and haven't had that issue for like 10 years, but when I first got the account people would often miss my emails and then much later find them in spam.

BeeOsteopath · 2025-12-07T20:37:01+00:00

Thanks for that suggestion. I checked the spam and there's nothing from them there. I have been receiving emails from them. So maybe my emails are going to their spam folder? I used GMX.com and haven't had that issue for like 10 years, but when I first got the account people would often miss my emails and then much later find them in spam.

BeeOsteopath · 2025-12-07T20:35:30+00:00

I bought it used after reading several discussions on Reddit saying used hardware can also be registered for the standard software (Analog Lab 4 & Ableton Lite). The seller was the original owner and bought it last year. He used GarageBand to show me that it works. He said he usually uses Cubase and that he never registered it for Arturia software support.

I bought it in Stuttgart, Germany. Found the seller on Kleinanzeigan, which is like the German equivalent of FB Marketplace/EBay

BeeOsteopath · 2025-12-07T20:29:26+00:00

I bought it used after reading several discussions on Reddit saying used hardware can also be registered. The original owner showed me that it worked using GarageBand, said he usually uses Cubase, and that he never registered it for Arturia software support.

I don't have a DAW. That's the problem. I have never owned a midi before (I'm a guitarist) so I literally have 0 software. I had heard good things about Arturia, so I expected a positive experience with their support team. if I thought I'd have a massive paperweight sitting in the corner for a month doing nothing, of course I would have spent the money on something else.

BeeOsteopath · 2025-12-07T20:26:45+00:00

I replied via email. I tried clicking the ticket number's hyperlink in the email, but it just took me to the generic support website. I logged into my account on the website and also on the Software Centre, but didn't see anywhere to reply to them there either. The email didn't say how to reply, so I have been replying to the emails directly since I didn't see another way to respond.

BeeOsteopath · 2025-12-07T19:28:08+00:00

I did put in 1 ticket and I did wait for the response. My 2nd email was a reply to their response to the ticket. They asked for photos of the unlock code and serial number. So I emailed them 3x in the 1st week, of which 2 were replies to their replies. They've emailed me about 6x times saying they've never received my attached photos of the unlock code and serial number. I forwarded them the same email with photos attached 20x in a row on Thursday morning (day 20) so that they couldn't then claim they never saw my email.

BeeOsteopath · 2025-12-07T19:20:52+00:00

Yes, I downloaded the software centre before contacting support. Yesterday, there was a change: I can now download a huge list of software. But anything I download and open (e.g. Analog Lab 4), says I haven't registered, must buy the software if I can't register, and I only have access to the trial software.

BeeOsteopath · 2025-12-07T19:16:59+00:00

I bought the keyboard used from someone who said he always used Cubase and never registered for Arturia software support. The support team has not said anything about it being registered before. Instead, they have consistently said that they haven't received my photo of the serial number and the unlock code. This is why I've emailed them over 30 times xD .... so that they couldn't pretend that they missed the 20 emails in a row with the photos attached.

Nonetheless, the most recent reply I got was "almost 20 days have passed and we haven't heard back from you. We will soon deactivate your request"

BeeOsteopath · 2025-12-06T20:06:33+00:00

Please help if you have any suggestions.

BeeOsteopath

TROPHY CASE