Here you'll find a selection of the most asked questions.
You can also get in contact with us here.
Upon purchase, you’ll receive two emails. One contains the invoice and order details. The other one contains your username and serial number. If you haven’t received it do this:
· Check the spam and promotions folders.
· Maybe you used a different e-mail to make the purchase?
· If you purchased a Kontakt instrument then you don’t need a serial number, you only need the full version of Kontakt in order to load the library without any restrictions (this doesn’t apply for Mercury).
· Maybe you did a typo in the e-mail address? In that case, you’ll find the contact form in this page.
· If you still haven’t found it, get in contact with me.
Yes. You can get 20% OFF if you’re a music or audio-related teacher or student. You are required to send proof of enrollment using (student ID or similar with a clear expiry date). Education coupons are not available if there is an on-going promotion, or if the offered discount is greater than 20% OFF, like the effects bundle.
Yes, all our plugins are natively compatible with Apple Silicion chips.
If you come from Plugin Boutique with a serial similar to 123838321959257 or 1234-1234-1234-1234, that's not a redeem code, it's already the serial number you have to use to authorize the plugin. If you need to re-download the latest installer you can do so in the website of the plugin itself (download demo button).
If the redeem code looks something like A3BF-9FF2-ABXX-JI87 and it fails, make sure you're pasting it correctly. If it says that it belongs to another user, the most probable thing is that you made a typo the first time you tried to redeem it. Get in contact with us in the form below and we'll get it fixed.
For plug-ins, you can download the latest installer directly from the website.
Trackspacer
Spectre
Cassette
For Kontakt instruments, you can always request new download links in here.
We don’t offer refunds. Our plugins don’t use any online registration system, so we can’t deactivate your serial number. We do offer demo versions of all our plug-ins so you can try them beforehand. It’s also advised in each page that in order to load our Kontakt libraries you need the full version of Kontakt.
First, make sure that your OS and DAW meet the minimum system requirements. You’ll find these at the bottom of each plugin’s page.
Our plugins work on 64-bit systems only. They won’t run in 32-bit systems.
If you’re on macOS High Sierra or newer you should reboot your computer after installation.
Finally, if nothing of the above works, you’ll probably need to clear your DAW’s plugin cache.
Sometimes when using the key command for pasting (Ctrl/CMD + V) the serial gets pasted twice which results in a validation error. Try using the built-in paste button in order to paste the serial.
We sell a license to you. You are able to install and use it in all of your computers as long as you’re the only user.
Our plugins will run in demo mode until you provide a valid username and serial number. These are the demo limitations:
Volume dip every minute.
Parameters not saved / recalled.
Presets not saved.
That’s a demo limitation. Volume dips will go away as soon as you provide a valid username and serial number.
This is a macOS specific issue. What you have to do is go to
Library/Application Support/Wavesfactory/Trackspacer/
Load the plugin in “Dual mono” instead of “Stereo”.
Trackspacer 2.5.4 – This is the latest version of Trackspacer with 32 bit support.
Download for Mac
Download for Windows
Spectre 1.5 – This is the latest version of Spectre with 32 bit support.
Download for Mac
Download for Windows
There’s no need to do so if the old computer is not going to be used by anyone else. But if that is not the case, you should remove the license.
On Mac, go to:
Library/Application Support/Wavesfactory/NAME_OF_THE_PLUGIN/License
C:/Users/YOUR_USER/AppData/Roaming/Wavesfactory/NAME_OF_THE_PLUGIN/License
Yes, you can transfer your license to another user. You’ll be required to pay the difference in price if you bought the plugin with a discount, plus €15 transfer fee.
Once the payment has been sent via PayPal to info at wavesfactory dot com you have to fill and send the form below with the required information.
Try to enable the DPI awareness of your DAW and system.
For new projects you should use Trackspacer 2.5. The problem comes when trying to load old projects because Trackspacer 2.5 doesn’t recognise the settings of the version 2.0. Therefore, you need to have both versions installed.This guide will help you getting Trackspacer 2.0 and 2.5 in the same session.
INSTALLATION GUIDE
MAC:
WINDOWS:
– Manually delete all VST, VST3, RTAS (if needed) and AAX from your plug-in folders.Download and install the latest version from the plugin’s website and try again. If the bug is still there, please send me a message through the contact form.
There are two versions of Kontakt:
Kontakt. Also known as the full version of Kontakt.
Kontakt Player. It’s free.
Kontakt is a paid software. It can be bought at the Native Instruments website. Kontakt can load any library without any restrictions.
Kontakt Player can load libraries that are “powered by Kontakt” without restrictions. 3rd party libraries that are not powered by Kontakt will load in demo mode. They will require a restart every 15 minutes.
So, if our library appears in demo mode is because you’re using Kontakt Player. You should use the full version of Kontakt.
Our libraries don’t need a serial number (except for Mercury). You just need to use the full version of Kontakt in order to load the library without restrictions. Check the previous FAQ.
If the “samples missing” dialog pops up when loading the instrument it means that the library wasn’t installed / uncompressed correctly. I suggest that you read the next question “How to extract RAR files”.
We deliver the libraries compressed in RAR format. We have made two videos that guide you through the necessary steps to uncompress the file(s).
In Mac we use The Unarchiver.
In Windows we use WinRAR.
No, that’s a limitation of not having libraries that are “powered by Kontakt”. Only libraries that work with Kontakt Player can be added to the libraries tab.
Our libraries (except for Mercury) have to be loaded by drag and dropping the NKI file directly into Kontakt’s interface. Alternatively, you can also use Kontakt’s built-in browser and double-click on the NKI file.
You can install it in all of your computers as long as you’re the only user.
Libraries are nontransferable. Library transfers are not permitted by Wavesfactory.
The freeze sometimes happens on the RAR extraction process. If that’s the case you should quit the program and extract the RAR file yourself. Then, re-arrange the folders if needed so you get the right folder structure.
We can merge your accounts so you have all of your orders at the same place. Use the form below to send us the required information.
No worries, just send us an email using the form below and we will fix it for you as soon as possible.
Make sure you check the spam and promotions folders.
Like Tywin Lannister said:
"A king who must say 'I am a king' is no true king".
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No, we don’t extend sales. We think that it’s not fair for other people that is already paying the full price.
Yes, you can use our plugins and sample libraries in any products without paying royalties to us. What you can't do is embed or distribute the product or parts of the product without express written consent fro us. You can't create new products from our products.
No.
We usually answer all support emails within 24 hours max. If yours hasn’t been answered is probable that our email was kept by the spam filters. You’ll find it in the spam folder or promotions folder.
If your question hasn't been answered above, you can get in contact with us directly here.
Make sure you put all the necessary information for us to get back to you in the most effective way.
All messages are replied in less than 24 hours.