Browse our FAQ Section to find the answers you need. If You don't find what your looking for, write to us using the support form below.

FREQUENTLY ASKED QUESTIONS

How do I install my download?

Each download purchase will come with an associated Installation manual. Please refer to the Installation instructions found in your download purchase email.

My product does not load properly. What should I do?

First, make sure you have the latest version of the Kontakt 5 (Player). Kontakt error messages are common when a preset is loaded in an older version of Kontakt. If that does not fix the issue, please contact us at: support@umlautaudio.com

Connect crashes during product download/Installation. What to do?

Make sure your version of Connect is up-to-date.

After installing the latest version of Connect, try deleting any previously downloaded .rar or .zip files, then run your product installation again.

Simply paste your serial code into Connect, click Download, then choose your Desktop as the install location.

You can then move your library folder(s) anywhere you like after the installation has completed.

Otherwise, please get in touch via our support form and we'll send you manual download links. You will then be able to install the manually downloaded files with Connect v3.1.8 (there are no reported issues with Connect's ability to unpack manually downloaded files).

MANUAL INSTALLATION : 

Once you have downloaded all of the product .rar and .zip files manually, move the files to your Desktop and do the following:

Open Connect > Paste your product serial code > Hold the Shift key, then click on the red 'Reset' button.

When prompted, choose your Desktop as the install location.

Connect will then reset and look for the .rar and .zip archive files on your Desktop and unpack them into a product library folder. The library folder can then be moved anywhere you'd like before adding the library in Kontakt.

I bought your product from a reseller but I'm unable to use the code they provided me inside of Continuata

No worries, this is expected. The code that the reseller provides you is a 'generated' code.. You will first need to register this code with Continuata to receive the actual Download Email which contains your NI Serial number and download code.

Go to our registration page to get the full list of instructions on how to download and install your product.

What is Kontakt?

Kontakt is a sampler by Native Instruments. It allows people to create digital Instruments by using audio they have recorded. Umlaut Audio creates Instruments within Kontakt’s framework, so in order to use our Instruments, you’ll need a version of Kontakt to run them.There are two basic versions of Kontakt: the standard paid version and the free Kontakt Player. Our software Instruments within the "Engines" category will work in both versions.

Do I need a full version of Kontakt to be able to use Umlaut Audio's Instruments?

No. Although kontakt 5.5.1 or higher is required to play our NKS Instruments, we've partnered with Native Instruments to make sure that our instruments will play without any restrictions in the kontakt free player. You can download the kontakt free player here. In addition to checking our instruments system requirements, you can also download the kontakt free player to see if your instrument will be compatible with your system.

Where can I find my serial code?

Your serial code is sent out through the e-mail after you have purchased the product and is the same as the code that is used to download the library from the Connect Downloader.If you have misplaced your serial code, please write to support(at)umlautaudio.com with proof of purchase and we will mail it to you.

How do I authorize a Kontakt Player Library?
  1. Download the free Kontakt Player application from here and install it.
  2. Open the Player (or Kontakt full version if you have that) and click ‘Add Library’ in the library browser window
  3. Navigate to the library folder, for example: the ‘PADS’ folder that contains your library’s Instruments and Samples folders, and also has the ‘.nicnt’ file.Now, you have added the library to the Service Center, and you will be prompted to open the application to enter your Serial Number. If you are not prompted to authorise the library, you can click on the 'Activate' button that will be on the front of the library banner to open up the NI Service Center where you can enter your serial number.
  4. Open the Service Center application, and enter the Serial Number – this is in the format XXXXX-XXXXX-XXXXX-XXXXX-XXXXX and will be on the email you received from us.Restart Kontakt and your library is authorised.
I purchased your product… why is it running in DEMO mode?

Sounds like you haven't activated your purchase through Native Instruments Service Center! If you have Kontakt on your computer, Service Center should be there as well. Open it up and enter your product's serial code to activate it. If you can't find your copy of service center, you can download it here.

On how many computers can I install an Instrument?

Purchase of one serial code allows for installation on two machines at once as long as both machines use the same NI Service Center account.

Can I get a physical copy of my Instrument?

At this time, all our products are only offered as digital downloads only.

Why am I charged VAT ?

As of January 1st, 2015, we are required to charge VAT for our products as digital goods to all customers residing in the European Union.

The exact amount of VAT changes depending on your location, so we do not advertise an exact amount of added tax until you have entered all of your information at checkout.

If you have a VAT number, go ahead and proceed with the checkout (paying the full VAT amount). Our checkout system will remove the VAT amount automatically.

Please get in touch with us via an email to support@umlautaudio.com or by filling in the support ticket at the bottom of this page if you have any questions.

Do you store my credit card information ?

We do not and cannot store your credit card info because we never have access to it. All purchases are made through a very secure third party payment gateway.

Do you offer Educational Discounts ?

Yes, we offer educational discounts to students and teachers with a valid ID proof of institutional affiliation. Please write to us or fill in the support ticket to get started on this process. The exact discount depends on the number of copies needed and this will be decided on a per-case basis.

Can I get a physical copy of my instrument?

At this time, our products are only offered as digital downloads.

How does the 15 Day Guaranteed refund work?

If you are unsatisfied with your purchase for any reason after installing, registering and using our products, we will issue a full refund within 15 days of your purchase. This policy applies to all products and bundles above the retail price of $50, except purchases of Sound Packs.

All validated refund requests will be processed within 2–4 weeks. Failure to include all required information may result in a denial of your request or a delay in the processing of your refund. This policy excludes products obtained as Not For Resale or products purchased at an authorized Umlaut Audio Reseller. Any products purchased with an authorized Umlaut Audio Retailer should be returned to the retailer from which it was purchased (subject to their return policy).

**NOTE: Users must successfully install, add, and activate their products prior to becoming eligible for a refund. Technical issues relating to Native Instruments Kontakt installation or serial code activation within Native Instruments Service Center do not meet refund requirements and should be directed to Native Instruments Support.

What is the process for the refunds?

Please complete our contact form for Customer Support letting us know that you have successfully used the product with your system but would like a refund. Once the refund is authorized, Umlaut Audio will provide instructions on how to remove your serial code from Native Instruments Service Center or otherwise uninstall your product. Once the process is complete, Umlaut Audio will refund the amount of the full purchase price.

*Refund amount is subject to the currency exchange rate and applicable bank fees at the time of the refund.

To request a refund contact us here.

Native Instruments NKS Integration

All Umlaut Audio Products are fully NKS Compatible.

The Native Kontrol Standard allows our Instruments to be used just like any other Native Instruments product and has ready made mappings of the most useful parameters for both Maschine and Komplete Kontrol Hardware Devices.

Read More about NKS here

Do you sign a contract with the client for the exclusive projects?

Yes, we create contracts for all our exclusive and semi-exclusive projects. This enables us to provide you with the discretion and secrecy you need while working on high profile projects that are still under production.

Our contracts are legally binding to both parties and guarantees that we will not share your custom sounds and instrument ideas with other clients in any way. For semi-exclusive contracts, we specify a period of time upto which the sounds and instruments are exclusive. This is usually upto a point where the film or TV series the instrument is used on is released to the public. After this is done, the client can choose to release the exclusivity and enable us to reuse this instrument in future projects as part of our template library.

Haven't found the solution yet ?

Write to us using the support form below. We Usually responD within 24 Hours During the week.

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