Sales and activation FAQs and information

Frequently asked questions

I bought a product, but I never received an email with my serial number! What should I do?

First, please make sure you checked your spam/junk mail folder. Some email services may misclassify this email as spam...
If you are sure this is not the case, and you still haven't received your serial number one hour after payment, please contact us and we will help you out!

Can I use my serial number to activate the product on both my studio machine and my laptop?

Yes. In fact, we realize many musicians / sound designers also have a third computer they work with (a "backup" laptop, a computer at home, separate from the studio, ...), so we actually allow for up to 3 active installations of the product with the same serial. Note that the software license is still granted to you (or your company) only, not other persons (or companies)! Also note that if you are no longer using the product on a certain computer, it's best to deactivate it there: this way, you free up that activation for use on another computer.

Where can I download the latest version of my product?

Log in to our web site and then go to the downloads page. You should see the downloads you have access to. Note: if you own a product, make sure to download the full version, and not the demo version (they are not the same!).

Will I be able to activate a product if my computer is not connected to the internet?

Yes, we fully understand you may want to keep your production/performance computer off the internet and we provide a method for offline activation. You can save an activation request file to your computer from within the product. You can then transfer this file (via a USB stick, local network or other media) to another computer which is connected to the internet, and activation can then be done on our activation site. The manual contains detailed product activation instructions (online and offline).

I created an account on your site, but I never received any validation email!

First, please make sure you checked your spam/junk mail folder. Some email services may misclassify this email as spam...
If you are sure this is not the case, and you still haven't received a validation email after one hour, please contact us and we will help you out!

I forgot my password and clicked on the link in the "password reset email" I received, but your site asks for my old password before I can choose a new one!

This happens when you are still logged in to the site when using the password reset function. Please log out of the site first, click the "Forgot username/password" link, and click the new link in the new email you will receive. Everything should be fine now.

I filled in my VAT number, but the price wasn't changed. Is something wrong?

No. In order to have an easy and uniform pricing for all our customers, no matter where they are located and no matter if they are a company or not, our sales chain is set up as follows:
If VAT is applicable in your case, it is already included in the amount you pay.
This means that the price you see mentioned, is the amount you pay. Always.

For private persons (or companies) outside Europe, or European companies who fill out a valid VAT number, VAT is not applicable at all and there is nothing more to say.
For private persons in Europe or any other case where VAT is applicable, this VAT amount is already included in the price you pay (rather than added on top of the mentioned price) and we deal with this ourselves by paying part of the amount you paid as VAT to our online reseller, who then handles it further down the chain with the appropriate authorities. We will earn a bit less, but it makes the whole pricing more uniform and simple for all our customers.

Sales process overview

To purchase a product, click the "buy now" button for that product.
If you are not logged in to our website at this moment, you will be asked to either log in with your existing account, or (if you don't have one yet) create a new account first.
You will then be forwarded to a payment page where you are asked to fill in your details.
Payment processing is done by our online reseller Bluesnap. All major credit cards (including Visa, Mastercard, Discover, American Express, ...) and also PayPal are accepted.
After filling in your personal and payment details and confirming your purchase, you will receive an email from Bluesnap with your serial number and a link to the page where you can download the product.
You can now download and install the product.
You can activate the product using the serial number and your account info.

Additional legal information

After a purchase, you should receive two emails within the hour (usually faster): one concerning the payment for your purchase, and another one with a serial number for the product you just bought.
If you have not received both emails within a period of one hour after purchase, please check your spam/junk mail folder first as the mails might have ended up in there perhaps, and if you still don't see them, please contact us.
Until the final step of a purchase, you can always go back to correct any errors, or cancel the purchase altogether.
All communications, the delivery of product serials and the sales process itself is done in English only.
All sales within the EU are subject to the Consumer Protection (Distance Selling) Regulations 2000.
Product sales are subject to our return and refund policy.
We do not store credit card details nor do we share customer details with any 3rd parties. When you purchase a product via our web shop, the privacy policy of our online reseller Bluesnap applies to the data you enter in the purchasing form.
If you have questions about our online reseller's purchasing process, please see their BlueSnap customer FAQ
If you do not want to or can not make a purchase via our online reseller, feel free to contact us and we will try to work out an alternative payment method, if possible.
Our online reseller BlueSnap further states that it only sells to persons under 18 through a parent or guardian acting as principal. If this is a problem for you, again: feel free to contact us and we will try to work something out with you.