Product Support

1. FAQ

I didn't receive an activation email when I registered

Often account activation emails end up in spam folders or junk mail filters - please double check it isn't there.

If you cannot find it, please email us and we will authorise your account.

You can reset your password using the Password Reset link.

Can I re-download my SC products any time I like? How about, say, in 5 years time?

Yes. Your user account contains downloads of all products you purchase, and you can always come and download these whenever you need to; like in the event of a hard drive failure, or setting up a new computer. There is no limit on downloads.

To download a product again, you first need to download a fresh installer app - these can only be used once.

I can't find my serial number, can you resend it?

You can find the serial number for your product (if it has one) in your account>my products.

The serial number is displayed in the product box, under the product title.

(Only Kontakt Player products require serial numbers for activation - older 'full Kontakt' format products do not.)

 

I bought an SC product somewhere else, can I register it at Soniccouture?

Yes, you can: just go to account > register product.

Note: For technical reasons it is not possible to register Live Packs purchased at Ableton.com this way, you will need to contact us directly using the email form on the right and we will be happy to do it for you.

Can I sell my SC license?

Yes, this is possible for Kontakt Player products only. We charge a €25 / $25 fee to re-register the serial for the new owner. This covers our admin time.

Please email us for further details.

How many machines can I install the instrument on?

The standard Kontakt Player serial number license can be used on two machines at once. If you need more installs, addtional licenses can be purchased at 50% off, just email us to arrange this.

 

RETURN / REFUND / CANCELLATION POLICY

Refunds are not possible except in the event that download delivery to a customer's destination fails irrecoverably. Refunds on the grounds of subjective unsuitability of the product, or due to malfunction of 3rd party host software or the user's hardware will not be granted. Where a product is deemed unsuitable by the customer an exchange for a product of equivalent value will be offered.

Your Right to Cancel: Your right to cancel an order starts the moment you place your order and ends 14 days from the day you receive it: if you download digital content within the 14 day cancellation period you agree to waive your cancellation rights, as specified by The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

 Customers must contact us within 14 business days of purchase to make any refund claim. Any refund granted will be refunded to the original card or other method of payment used only. Soniccouture can be contacted by email: support@soniccouture.com

Full Terms & Conditions here

INSTALLATION FAQ

Native Access: 'Installation Failed'

MAC

  • Open your Mac's System Preferences and click Security & Privacy.
  • Under the Privacy tab, choose Full Disk Access from the side bar.
  • Click the lock icon in the bottom left of the window and enter your Mac password.
  • Ensure that Native Access appears in the list.
  • If it does not appear in this list, click the + icon and add the following location:
  • Mac HD: Applications > Native Access 
  • Once completed, click the lock icon again. The installation will now function correctly in Native Access.

WIN

  • Start Windows File Explorer and open the program's location. Usually, this is:
  • C: > Program Files > *Program Name Folder*
  • Right-click the program file (.exe) and choose Properties.
  • In the Compatibility tab, activate the option Run this program as an administrator.
  • Click Apply, then OK.

 

NI Support Link

 

Native Access: 'Invalid Serial Number'

Update Native Access to V2

Simply, your version of Native Access is older than the product serial number, so it does not know it exists. Update Native Access to V2, or if you are already on V2, restart NA and it will update atumatically.

Native Access: 'Unable To Login'

Disable any VPN or proxy software you may be using before logging into NA.

Native Access: 'Serial Does Not Belong to a Known Product'

Windows: delete the following files:

"C:Program Files > Common Files > Native Instruments > Service Center > NativeAccess.xml"
"C:Program Files > Common Files > Native Instruments > Service Center > [LIBRARY NAME].xml"
"C:Program Files > Native Instruments > Service Center > NativeAccess.xml"
"C:Program Files > Native Instruments > Service Center > [LIBRARY NAME].xml"

MacOS: delete the following files:

"/Library > Application Support > Native Instruments > Service Center > NativeAccess.xml"
"/Library > Application Support > Native Instruments > Service Center > [LIBRARY NAME].xml"
"/Library > Preferences > com.native-instruments.[LIBRARY NAME].plist"

After having deleted these files, restart Native Access and add the serial again.

Native Access: ' Download Failed Unknown Error'

Native Access: 'Serial Number already registered'

The most likely issue is that It's already registered to YOU.

If you are reinstalling an instrument you have used before, then you don't need to create a new Native Access account, and you don't need to enter your serial number again. Just login with your usual NI login and all your products will be there to download if you need to.

Often users have registered some instruments to an older email address . Make sure that's not you before you email us.

Error: Messed up graphics in Kontakt

If the library used to load up fine, but now looks messed up, restart your audio interface and then Kontakt. Sometimes if Kontakt loses the audio driver it messes up the GUI. ( Yep, seems weird to us too, but it works.)

Native Access: Can I Change The Install Location?

Yes, you can change to any drive you want, this NI support page tells you how:

Change Install locations In Native Access

KONTAKT FAQ

SONICCOUTURE DOWNLOAD APP FAQ

OTHER FAQ

E.U.L.A.

End User License Agreement

This version supercedes any older versions that may exist digitally.

This End-User License Agreement ("EULA") is a legal agreement between you and Soniccouture LTD for the Soniccouture product accompanying this EULA, which includes computer software and may include associated media, printed materials, and online or electronic documentation ("Software"). By installing, copying, or using the software, you agree to be bound by the terms of this EULA. If you do not agree to the terms of this EULA, you may not use the software. 
The software is protected by copyright laws and international copyright treaties, as well as other intellectual property laws and treaties. The software is licensed, not sold. 

Soniccouture Ltd grants the Owner of a Soniccouture product the right to create finished musical works and performances using the sounds and software that comprise the Soniccouture product.

The Owner of the product must be registered as the legal owner with Soniccouture LTD or one of their appointed resale agents : Crypton Future Media Japan, Native Instruments GmBH, Ableton AG, Best Service GMBH

License ownership is transferable  only at the discretion of Soniccouture LTD, subject to a processing fee.
 
The making of sample libraries OR virtual software instruments in any form, commercial or otherwise, using Soniccouture audio or software (be they single hits, loops, fully mixed audio clips, or scripts) is STRICTLY FORBIDDEN without express written agreement of Soniccouture Ltd, and violations will be prosecuted to the full extent of international and local copyright law.

The use of individual digital samples or original sounds (whether digital audio files as supplied in the product or re-sampled or recorded broadly in their supplied state) from the licensed product in games, web-apps or software applications of any kind without express written agreement of Soniccouture Ltd is forbidden. Individual license agreements may be granted for such uses subject to negotiation.
 
The ownership of all title and copyrights in and to the Software (including but not limited to any images, photographs, animations, video, audio, music, text, and "applets" incorporated into the Software ) is fully asserted by Soniccouture Ltd.
 
The Owner may only install and use Soniccouture libraries and software on multiple computers strictly under the following conditions: where multiple computers comprise part of a single composition workstation for a composer; or where the Owner has two non-concurrent sites of work, for example a studio desktop and a laptop for live performance. 

The Owner may not transfer, modify, rent, lease, loan, resell, distribute, network, electronically transmit or merge the Software.

DISCLAIMER OF WARRANTY: The software is provided "as is" and without warranty of any kind. The entire risk arising out of the use or performance of the software and documentation remains with user. To the maximum extent permitted by applicable law, Soniccouture further disclaims all warranties, either express or implied, including, but not limited to, implied warranties of merchantability and fitness for a particular purpose, with regard to the software, and any accompanying hardware. To the maximum extent permitted by applicable law, in no event shall Soniccouture be liable for any consequential, incidental, direct, indirect, special, punitive, or other damages 
whatsoever (including, without limitation, damages for loss of business profits, business interruption, loss of business information, or other pecuniary loss) arising out of this EULA or the use of or inability to use the software, even if Soniccouture has been advised of the possibility of such damages. 

2. EMAIL US

We will do our best to answer your email within 24 hours.
Please include as much information about your problem as possible, including error messages if relevant.