FAQ
Account 3
- I've register at your web-site, but activation email doesn’t come
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.
- I would like to change my email, which serves as a login to your web-site, how can I do it?
We accomplish such changes manually. Please submit a ticket, letting us know your new email. We’ll do the rest.
- I would like to delete my account. How can it be accomplished?
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.
Purchase 13
- Can I use your instruments with free Kontakt Player or having paid full version of Kontakt is mandatory?
We’re an independent developer, not affiliated with Native Instruments, that’s why our instruments won’t work in free Kontakt Player and require Kontakt Full.
- Is it possible to pay with a bank card? I see only PayPal available.
Credit Card Payment Options
You can complete your purchase using a credit or debit card in two ways:
1. FastSpring
Fast, simple, and no registration required.
FastSpring is a widely used payment service trusted by many well-known companies, including Steinberg (Cubase) and Cockos Incorporated (REAPER).2. 2Checkout
Also supports credit card payments and offers a guest checkout option, allowing you to pay without creating an account.Tax Information (VAT)
VAT is charged only where required by law, based on the customer’s location.
For example, customers located in the European Union are subject to VAT.
Customers in the United States are generally not subject to VAT, although certain local taxes may apply in some states.VAT is collected by our payment provider and is not part of our revenue.
- Why is VAT added at checkout when paying through FastSpring?
VAT is charged only where required by law, based on the customer’s location.
For example, customers located in the European Union are subject to VAT.
Customers in the United States are generally not subject to VAT, although certain local taxes may apply in some states.VAT is collected by our payment provider FastSpring and is not part of our revenue.
- Why is VAT not added when I check out through 2Checkout?
Different payment providers apply local tax regulations in different ways based on their tax registration, operating model, and regional compliance frameworks. Depending on the provider, your location, and the type of transaction, taxes may be calculated and displayed differently at checkout.
FastSpring operates as the Merchant of Record and is legally responsible for determining and collecting applicable taxes, including VAT, where required by law.
- Are your products compatible with Kontakt 6, 7 or newer versions to come?
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.
- Do you have educational discount for student or teachers?
Sorry, but we don't provide any educational discounts.
- My payment doesn’t go through can you help me?
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.
- Can I get a refund if I don’t like the purchased instrument or haven’t been able to unpack the provided files not being a computer savvy?
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.
- I’m planning to reimburse VAT. How can I get an invoice, indicating it?
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.
- When are you planning the next sale?
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.
- Can I get a partial refund or a discount equal to a difference of what I paid recently and new sale prices?
Unfortunately, our sales don't assume "ex post facto" refund or discounts.
- I’ve just completed the payment but haven’t received any email with download links, nor do I see download links in my account.
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.
- Do you have trial versions of your instruments, which I could check out before purchase?
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.
Installation 6
- I’m trying to register your instrument in Native Access, where can I get the serial number?
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.
- When unpacking your .rar files manually I keep getting an error that one of them is corrupted or missing, how can that be?
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.
- How can I get once again the instruments I bought long time ago?
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.
- I don’t understand how to open your instruments in Kontakt?
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.
- I do have paid full version of Kontakt, however I still encounter Demo mode alert, as if I would using free Kontakt Player. What’s wrong?
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".
- I’ve been downloading your files, but all of a sudden now your server is blocking me now. Why?
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
Usage 12
- After several minutes of playing your instrument went to a Demo mode or Not Activated alert popped up, where can I get a serial number?
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.
- I can’t add your instrument to Libraries tab in Kontakt, what am I doing wrong?
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.
- All of a sudden I see graphics of instrument’s GUI messed up, what should I do?
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 - I hear that Strum sometimes totally omits the first beat, how can that be?
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.
- Do you have any video tutorials as I don’t like reading manuals?
So far we have no official video tutorials. However you can check out Youtube for thorough reviews uploaded by our customers.
- Have any of my purchased instruments been upgraded? How can I get a new version?
If you don't see any updates in "My Orders" section, then there was none for the products you purchased.
- Do your wind instruments work with wind controllers?
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.
- Can your guitar products perform in an alternative tuning, like drop D?
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.
- Why sometimes I can’t perform glisses with your guitars?
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.
- Why the sound of your wind instruments sometimes gets extremely low and barely audible?
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).
- Can I use your Strum instrument(s) for creating music with odd meters or with changing measure?
Due to NI Kontakt synchronization algorithm this only can be done resorting to certain tricks, like converting 6/8 measure to 4/4 triplets or bouncing/freezing a Strum track and shifting it backward for one beat.
- Can I get midi files for the audio demos you have on your web-site to understand how they were created using particular instrument?
All the midi files, the demos were created from, can be downloaded at our web-site. At each product's page there is an audio player. Check out two little icons after the title. Clicking the first one – downloads the demo mp3, the second one – will provide you with the midi file.