Support.

We've included this list of frequently asked questions and helpful answers here to get you on the right track as quickly as possible. If you still have a question, or need a little support, then don't hesitate to contact us.

Kontakt Full Vs Kontakt Player

Our Number 1 most asked about help topic is about the differences between Kontakt Player and the full version of Kontakt. If you’re unsure or just need some clarity, we’ve written a complete guide on the differences between the two. 

How do I install a Kontakt library?

Once you have downloaded your product, unzip the folder and store it where you keep your libraries. Load up the required version of Kontakt and click the ‘Files’ tab which is located on the top left side of Kontakt’s interface. From here you can navigate to where you have stored your library. You can either double click, or drag the NKI file into Kontakt. You can also drag an NKI directly from a folder on your computer if this is easier. 

Can I use the free Kontakt Player with your libraries?

No. All of the products need the full version of Native Instrument’s Kontakt. The product pages list the minimum version of Kontakt you need in order to use the library. All of our libraries work with Kontakt 5.6.8 or higher.

 

Please check out the guide above to answer all your questions!

My instrument only works in DEMO mode in Kontakt!

All of our instruments currently work in the full paid version of Kontakt only.

They will fully work in the free ‘Player’ version of Kontakt, but only for a 15 minute window known as ‘Demo Mode”, before timing out.

 

If you do own the full version of Kontakt, please ensure you’re loading this up in your DAW first, as it’s an easy mistake to make!

 

Please check out the guide above to answer all your questions .

Do you offer returns?

Due to the nature of digital products we are unable to offer a refund on any of our instruments. Please watch the walkthroughs and listen to the examples accompanying our products to make an informed decision. Please email us if you would like to ask anything before purchase!

 

If you have a technical issue once you have purchased, please contact us first so we can try and resolve any problems you are experiencing.

I am a UK VAT registered business, can I be tax exempt?

Unfortunately we are not allowed to deduct the cost of UK VAT. You will need to claim the tax on your own VAT return using the VAT invoice we supply which you can download from you account.

I am a EU VAT registered business, can I be tax exempt?

Yes! During checkout, please enter your valid EU number and the appropriate VAT to your country will be deducted. Please make sure you enter the full VAT number including the 2 character country ID first (e.g. NL, DE etc). Do NOT include any spaces and the billing country MUST match the country of VAT registration.

Do you offer any educational discounts?

Yes, we offer a 20% discount to all full time students and educators! Simply email us with a copy of your student ID or acceptance letter to hello@westwoodinstruments.com with the subject title ‘Education Discount’, and we will send you a unique discount code. This discount may be used on any product, but not used in addition to any current launch prices, offers, deals or discount codes on our products.

My download has failed, what do I do?

All of our downloads are distributed via an app called Pulse, which is normally very reliable and speedy, but if you do have problems please contact us and we will get you sorted.

How many computers can I install my library on?

Our EULA allows you to install your library on two separate computers owned by the same purchaser only.

Still need a little help?

If you still want to talk to a real human, please contact us via the form below and we’ll do our best to help.

We are available between 10am and 4pm BST Monday to Friday.

Please note due to the current lockdown in the UK due to COVID-19, support requests may take a little longer than usual for us to get to. Thank you for being patient and hope you are well and safe wherever you are 🙂

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