Find answers to common questions below. If you can't find an answer to your question, email [email protected] for assistance.
This happens when the email address or serial number that you entered does not match what is stored in our servers. Here are a couple things to check:
The email field is case-sensitive. Your email must be entered exactly as shown in your welcome email.
The serial number is in the form: XXXXX-XXXXX-XXXXX-XXXXX-XXXXX.
Did you mistake an "O" for a "0" or a "1" for an "I"?
If you continue to have problems with the authorization panel, you might have more luck authorizing your plugin manually. See this page for details.
You can get your license information by entering your email address (the one you used when purchasing) on our download page.
On macOS High Sierra (10.13) and later, you'll need to restart your computer after installing an Audio Unit plugin, in order for the system to detect the plugin. If one of our Audio Unit plugins aren't showing up in your DAW, try restarting to see if that fixes the problem.
Move the following files to the trash:
Our plugins are compatible with Pro Tools 10.3.6 or greater and are available in the AAX plugin format. While RTAS and TDM versions are not available, you may be able to wrap our plugins using the FXpansion VST to RTAS Adapter and use them in older versions of Pro Tools.
Before submitting a bug report, make sure you are running the most recent version of your plugin. You can get the latest version by entering your email address (the one you used when purchasing) on our download page.
In your bug report, please include the operating system and DAW that you are using, including version numbers.
How can we reproduce the bug? If we can reproduce the bug, we can usually fix it quickly. Try to include a clear set of steps that reproduce the bug. Be as specific as possible.
Including screenshots, videos and/or crash reports helps us to identify the problem, especially if we can't reproduce it.
When the application crashes, you should see a warning that says, “The application X quit unexpectedly.” The dialog should have three buttons: Ignore, Report and Relaunch. Click Report.
The report should be displayed. Copy all of the text from the report and paste it into an email.
Send the email to [email protected].
Leave the “Application has stopped working" window open; if you dismiss this window, the process will go away.
On your keyboard, press the key combination Ctrl + Shift + Esc to open Task Manager.
Select the Processes tab.
Right-click the process that crashed and select Create Dump File. If you are prompted for an administrator password or confirmation, type your password or click Continue.
When you receive a message that states that the dump file was successfully created, click OK.
On your keyboard, press the key combination Windows key + R to open the Run command.
Type %LocalAppData%\Temp and click OK.
Right-click on the dump file (DMP extension) and select Send To, then select Compressed (zipped) Folder.
Drag the ZIP file onto your Desktop.
Email [email protected] the ZIP file.