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.
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.
We use Pulse, which is a free download manager app purpose-built for sample libraries and virtual instruments. Used by multiple developers, it offers blazing speeds and stable downloading. It also handles updates to instruments really easily.
Learn more about it here.
All of our downloads are distributed via an app called Pulse, which is normally very reliable and speedy. Please make sure you have the latest version installed (click here to get the latest version), as this can often sort out a bug. If you do have still have problems, please contact us and we will get you sorted.
Currently only LOST PIANO works with Kontakt Player.
For all of our other instruments you need the full version of Kontakt 5.6.8 or above. They will NOT work in the free Player version of Kontakt. Please make sure you have the correct version before purchasing. If you need help, we have a fully-loaded guide to Kontakt which you can read here.
As LOST PIANO is a Kontakt Player library you first need to register it inside of Native Access. Please use the same license number you used to download it with.
We highly recommend closing your DAW and Kontakt before you open Native Access.
All of our instruments except LOST PIANO 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 using this version in your DAW first, as it’s an easy mistake to make! Please check out the guide above to answer all your questions .
Both Lost Piano and Alt Piano come with snapshots/presets. Please refer to the User Manual for both instruments which has clear instructions on how to find them or install them.
This NKI is from the initial release of Cello Untamed. The latest version of the instrument now has this functionality built-in to the main NKI. Use the articulation switch Improv RR to access it.
We are unable to delete this older NKI, so you can either delete it or ignore it!
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.
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.
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.
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 firstname.lastname@example.org 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.
Our EULA allows you to install your library on two separate computers owned by the same purchaser only. This covers you if you have one assistant working in the same studio on a computer owned by you.
If you’re a composer with several assistants or a production house that needs a license which covers multiple users/computers then please get in touch and we can offer you a custom price.
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 UK time Monday to Friday and aim to get back to you within 24 hours.