Our aim is to make your purchase as easy as possible but sometimes there are issues. When contacting us please read the FAQ first which might have some info on your issue which might fast track your solution. Keep in mind we get orders globally and timezones might delay response. And please make sure you know the difference between Kontakt Full vs Player before buying any sample library.
Our buying process is simple; once a product if purchased you can download it from your account which you create when buying a product. We will also send an email with the download links. Please check your spam email folder as it sometimes lands there. For additional support outside of the issues in this FAQ please contact us via our contact us form and not by the info email from your order.
Please note that we will no longer be answering support emails if the issue is present and answered in our FAQ/forum section. Please understand that we get daily emails asking the same questions that are answered in our FAQ, specially Kontakt Full vs Player issues. Also most of the support emails we recieve lack any technical or purchase information to fix the problems and as a small developer these emails take up valuable sound design time. Therefore we update our FAQ monthly to add every possible issue. We also added a questionnaire in the contact us form. We apologize for the inconvenience but please contact us if the issue is not in the FAQ and we will gladly offer full support and normally go above and beyond to make your purchase and experience a positive one.
For any troubleshooting and issues please use our contact us form:
We use multipart Rar or zip files to be able to make smaller individual downloads. We try to keep each files less than 1gb and we use enterprise secure 3rd party servers. Sometimes downloads will be slow or stall depending on many factors like time of day, location and local connection so please try downloading one file at a time and if any file fails to download try again. Use download managers if it helps like in Chrome. Also, try using a different web browsers if you have issues with any button, graphics, link etc. as sometimes the website is not 100% compatible with specific browser/OS/system combinations.
We also added Pulse Downloader application for some of our libraries for easier and secure downloads. Each product will mention if its a Pulse Downloader app. Pulsedownloader is a separate company (we just share the pulse in the name) and you register there for an account and then use our email. Some of our prodcuts will be downloadable via your accounts page. For larger products you will get an email with a code to download via pulsedownloader.
Download all the rar files. IF they are zipped then unzip it and. The rar files will will be in parts and end in rar1, rar2, rar3 etc. All of these need to be downloaded an placed in the same folder. You will need a program to open rar files. For mac we recomend the free app Unrarx. https://www.youtube.com/watch?v=4e6e5otZACs (please download the app for the mac store or the original website. windows users are more used to rar files but here is a video https://www.youtube.com/watch?v=y8CQur8JSI0 winrar is useful but you can use any rar If you still have issues please google : opening multi part rar files. If it fails opening please re download the rar files.
Most samples libraries use rar to compress the prodcut for delivery. Some rar application on some OS might work a little different. If you have issues extracting rars please try a different unrar application for your OS. There are many that are free. Also make sure every rar file is the same size (except for the last rar) and compare to the rar file on the downloads section. Sometimes rars get corrupted on download so please try downloading again. If you still have issues please make sure to specifcy what OS and rar application you are using. For those new to rar, there are various tutorials online but the fast version is that you need to download all rar files into one folder, then click on the first rar (file.rar1) and it will automatically extract all. If you hit rar2 some files might not open.
If you still have issues please use different unrar applications as some Windows or Mac Ear apps might not work sometimes.
We use Pulse Downloader for large downloads. It is a separate company www.pulsedownloader.com where you have to create an account and download their app. Later you use our license code you got via email. This code is only for downloading our products. Pulse Is safe and used by many developers.
Please make sure to select an empty folder to download your purchase. Pulse Downloader will erase anything inside the selected folder.
If the app says your product is being used by another user please contact us so we can provide a replacement code. Fill the info from the contact us with your order info.
Any issues regarding Pulse Downloader installations, file management or tech support will have to be addressed with Pulsedownloader.com support as they are the developers of the downloader app.
For Kontakt products you need to open our .nki files by drag and dropping into kontakt full or selecting open file in kontakt.
For soundsets please refer to the specific synth manual on how to open the files.