Before filling out the contact form, please check our Top 5 Frequently Asked Questions — your answer might already be there.
Missing Files & Unzip issues
Our files are regularly checked to ensure they’re complete and not corrupted.
I’ve downloaded and extracted the files, but it looks like some are missing. What should I do?
If you’ve downloaded your files and the product seems incomplete — for example, the product description mentions 10 vocal loops, but after unzipping you only see 6 — it’s most likely an unzip error.
This issue occurs more frequently on Windows, but it can also happen on Mac. Don’t worry — our files are regularly checked to ensure they’re complete and not corrupted.
We’ve prepared a quick tutorial to help you unzip your files correctly. (Trust us — these simple steps work 100% of the time!)
Download Issues
At times, our servers get a bit overloaded, which may result in slower downloads.
I’m having trouble downloading my files — the download stops partway through. What should I do?
If your download is slow or stops partway through, try downloading one file at a time.
If the issue persists, please wait a few hours before trying again.
If you’ve reached your download limit, contact us by filling out the form below, and our team will help you restore access.
Presets Issues
Make sure to have the latest plugin version.
I can't open my Serum Presets, what should I do?
We offer products compatible with Serum 1 and Serum 2; however, some products are only compatible with Serum 2.
Make sure you’re using the same or a newer plugin version to ensure everything works properly. You can check the required Serum version under the “Requirements” section on the product page.
For Serum 2 Presets & Banks, all presets are provided individually and also as a Serum 2 bank pack. Along with your product, you’ll receive a “How to Install” guide — please open that file and follow the instructions carefully to install your presets correctly.
Download Link
Make sure your order is confirmed.
I didn't recevie my download link, what should i do?
If your order is complete but you haven’t received your download link, please check the following:
- Confirmation Email: Once an order is successful, you will receive a confirmation email with your order number (e.g., #0033). If you haven't received this, the transaction may not have been finalized. Occasionally, payment processing errors (such as PayPal sync issues) occur; in these cases, PayPal typically issues an automatic refund within a few hours.
- Spam & Promotions Folders: Please check your Spam and Promotions tabs, as some email filters may misroute our delivery emails.
- Mailbox Capacity: Ensure your inbox has enough space to receive new mail. If your storage is full, we will receive a "Mailer-Daemon" error and the link won’t arrive. Once you've cleared some space, please contact us or log in to your account on our website to access your downloads directly.
Invoices
Our financial team may take 48–72 hours to generate your invoice. Thank you for your patience!
I need a invoice, what should I do?
For invoice requests, please visit our Invoice Page.