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Problems wtih registration, account settings, etc
The activation email usually comes almost right away. If you don't find it in spam folder, the suggestion would be to register another email box. For example Gmail works without a flaw.
We accomplish such changes manually. Please submit a ticket, letting us know your new email. We’ll do the rest.
Yes, we can delete your account. However we kindly remind you that in this case you won't have access anymore to the download links of your purchased products. Please backup them at your side if necessary. Also we won't be able to provide you updates and support either. If you agree on that, please submit a support ticket requesting the deletion.
Issues with payment, non-delivery, refunds, etc
We’re an independent developer, not affiliated with Native Instruments, that’s why our instruments won’t work in free Kontakt Player and require a paid full version of Kontakt.
Yes, all our products are compatible with the newest versions of Kontakt. Only make sure you have the full paid version of Kontakt, not free Kontakt Player. The latter doesn’t work with instruments not powered by Native Instruments, which is our case.
Sorry, but we don't provide any educational discounts.
For the payments we use third-party service called 2Checkout. Please contact them concerning payment failure: https://www.2co.com. Also we suggest you to inquire your bank as well to find out the reason why it declined the transaction.
Unfortunately, our instruments, being digital downloads and unprotected against piracy, are not a subject for a refund. All our sales are final. It is stated in terms and conditions and you agreed upon it prior to the purchase.
Due to the different tax system in our state the VAT is not included in the price. So it's not possible to reimburse it. However we’ll gladly send you an invoice. Just submit a ticket.
We can't reveal the dates of the future sales. If we have one, you'll be notified via email as one of our customers/subscribers.
Unfortunately, our sales don't assume "ex post facto" refund or discounts.
Please check whether your bank card was charged indeed. Because sometimes clients only form an order, but leave it unpaid. However if you’re charged, we kindly ask you to send us any confirmation, for example a screenshot of your bank statement so we could handle the issue.
Unfortunately due to technical impossibility of Kontakt sampler to limit the usage of libraries, we can't provide any trial versions. Please check Youtube for the review videos by our clients. There are plenty of them.
Problems with downloading, unpacking, opening in Kontakt
Our products require neither serial numbers nor activation. And if you see Demo mode alert or "Not Activated" warning in Kontakt, it means that you’re opening the instrument in free Kontakt Player, not in full paid version of Kontakt. The former doesn’t support third-party libraries not affiliated with Native Instruments, which is our case. So please use Kontakt Full instead of Kontakt Player. This requirement is stated on the product’s page.
Before unpacking .rar files please make sure that they have been downloaded entirely. Most of the unpacking issues are caused by corrupted (not fully downloaded) files. If necessary, use a third-party download manager, which can resume broken downloading process. All .rar files that have “part” in their names must be of same size (1.07 Gb) except for the last one in the sequence.
Double-check that downloaded .rar files have not accidentally obtained additions, like (1) or (2), in their names because of several download attempts.
You can always download your purchased libraries by just logging in to our web-site and proceeding "Support” -> “My orders". There you'll find permanent download links.
In order to launch any of our instruments, please, open the Kontakt browser (look on the left-hand side of the Kontakt interface) and click the “Files” tab. Find the folder, where to you have installed/extracted the instrument earlier, and double-click on the .nki file which should be in that folder. It’s displayed in the lower window, beneath the main browser.
If your Kontakt version is lower than v7 then, unfortunately, it’s not possible to add third-party instruments like ours via Libraries tab, because this feature is available only for libraries powered by Native Instruments. You can use the Quick-Load Catalog option allowing Kontakt to find and store the location for faster browsing and loading.
If you're on the newest Kontakt 7 it allows adding third-party instrument folders in the Browser pane, though without a fancy picture.
This happens with owners of Komlete Kontrol. Please check the title in the upper left corner of Kontakt instance, which the instrument has been opened with. Sometimes Komplete uses newer Kontakt Player rather than older paid Kontakt Full. To avoid it go to Komplete Kontrol > Edit > Preferences > Plug Ins and untick "Always use the latest version of NI Plug in".
When making too many download attempts or getting files in several streams your IP can be temporarily blocked by our server. Either wait for some time to be unblocked or submit us a ticket if it’s urgent
Probably you're entering a wrong purchase code, confusing it with an order number. Please know that the purchase code must have 20 characters - numbers and letter of both cases. Look for it either in purchase email or at our web-site in "Support->My Orders" section.
Questions about instrument performance, features, upgrades, etc
Our products require neither serial numbers nor activation. And if you see Demo mode alert or "Not Activated" warning in Kontakt, it means that you’re opening the instrument in free Kontakt Player, not in full paid version of Kontakt. The former doesn’t support third-party libraries not affiliated with Native Instruments, which is our case. So please use Kontakt Full instead of Kontakt Player. This requirement is stated on the product’s page.
If your Kontakt version is lower than v7 then, unfortunately, it’s not possible to add third-party instruments like ours via Libraries tab, because this feature is available only for libraries powered by Native Instruments. You can use the Quick-Load Catalog option allowing Kontakt to find and store the location for faster browsing and loading.
If you're on the newest Kontakt 7 it allows adding third-party instrument folders in the Browser pane, though without a fancy picture.
This is an old known problem of Kontakt's graphics caching. So please:
1. Turn off Kontakt (standalone and plugins)
2. Delete small .nkc file located next to the instrument's .nki file
3. Restart Kontakt or your DAW, where it's used as a plugin
The out-of-sync issue is caused by strict quantization you apply in your DAW. Please bear in mind, that Strum requires time to recognize chords and its midi track must have a negative offset time equal to the chord definition time or CD time set in the Strum settings. User Manual says about it - check it out for more details.
So far we have no official video tutorials. However you can check out Youtube for thorough reviews uploaded by our customers.
If you don't see any updates in "My Orders" section, then there was none for the products you purchased.
People using wind controllers like EWI 4000 have been reporting that they were able to play our instruments successfully. However switching different articulations or riding instrument’s parameters while playing may required a MIDI foot midi pedal and additional connection between instrument and such hardware gear.
Our guitar instruments were sampled in standard E tuning only, so they are not designed so far to play in drop D or any other.
Pleas make sure that the initial and target notes of your gliss are on the same string. Because due to a current playing position (check the orange bar over the fret-board) these notes could be situated only on different strings, making it impossible for a gliss to “connect” them. Just change the playing position using green keyswitches prior to performing the desired gliss.
CC1 controls the volume (dynamics) in all our wind instruments. So please check whether any external hardware MIDI-controller or internal CC1 envelope in your DAW sets the CC1 value to zero (or very low).
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