FAQ

We accept payment via all major credit & debit cards, as well as PayPal. Your payment information is securely processed with maximum encryption, and we never store any of your payment data.

Yes. We offer a 25% educational discount on all products for any qualifying student, teacher, or academic institution. Just contact us and include a valid copy of your current student or faculty ID. Note that educational discounts may not be used in conjunction with other coupons.

All of our instruments are provided as digital downloads. You can download them from your browser or with the Pulse Downloader app (depending on the product). All download info, serial numbers and license codes are provided via email and/or in your User Account area.

Login and visit your User Account area – it’s all there. Upon completing an order, we create an account for you based on your email address. You can set a password using the Reset Password feature. If you don’t see your orders, or if you’ve made purchases from multiple accounts, simply contact us and we’ll get everything merged.

Just log in to our User Account area to both view and re-download your previous purchases / licenses. Because these large downloads eat up a lot of bandwidth you are limited to 10 downloads of each product. After that please contact us for other options.

Due to the digital nature of our products, we cannot normally offer refunds once you’ve downloaded a library.  If you have purchased a product in error and have not yet downloaded it, please contact us and we can take care of it. And as always, if you have any questions about the compatibility, features, capabilities, or limitations of any specific library, please don’t hesitate to ask us before you order.  Nothing herein affects any statutory rights that may apply.  Any refund requests will be considered in our sole discretion and our decision will be final.

Check your product manual for installation instructions, or click here to watch our snazzy installation walk-thru video.

Assuming you’ve downloaded and extracted the files correctly, you should have a folder labeled with the name of the library. You can move this folder to the location of your choice. Open Kontakt, and then in the Files browser, navigate to the location where you moved the extracted library folder. From here, simply browse inside the folder and load an instrument NKI.  Note that non-Kontakt Player libraries do not get added to the Libraries pane!

Assuming you’ve downloaded and extracted the files correctly, you should have a folder labeled with the name of the library. You can move this folder to the location of your choice. Open Native Access, click “Add a serial,” and enter the serial number that was emailed with your order. Next choose “Browse.”and navigate to the location of your library on your hard drive. Make sure to select the main folder and not one of the subfolders, then click “Open.”  Check that the correct file path is displayed under the name of the library and click “Install.”  Then in the Libraries tab of the browser, select “Add Library.”  When you launch Kontakt the library should now appear in the Libraries tab. Check this helpful video from Native Instruments for step-by-step visual instructions.

Are you sure this is a Kontakt Player compatible library? Non-Kontakt Player libraries do not need a serial number. Please check the product page for more details. Otherwise… sorry! Send us an email and we’ll issue you a serial number.

Some of our products come bundled with WAV, REX, or MIDI loops. The manual for each product should explain further, but generally speaking, these files can simply be dragged into your DAW. This can often be done from within the DAW itself, through a Browser or Media Bay window. It can typically also be done by dragging the file from Explorer (PC) or Finder (Mac) on to a DAW track.

This means you need to update your version of Kontakt. You can do this in the Native Access application.

This error means you did not add the library to Kontakt and activate it. Please check the answer above: “How do I install and activate a Kontakt Player library?”

This could mean one of two things. One possibility is that you’re using Kontakt Player with a library that requires the full version of Kontakt; this requirement would be clear on each product page. In this case, you need to get the full version of Kontakt to use the instrument. The other possibility is that you added a library to the Libraries tab, but didn’t activate it in the Native Access application.

First – Is this a Kontakt Player library? Make sure to check the product page first, as not all of our products are Kontakt Player compatible and therefore cannot be added using Add Library.

Otherwise, if you get this error, make sure you’re selecting the folder that contains subfolders like “Instruments” and “Samples”. NOT a higher-level folder. If it still doesn’t work, it’s possible your download was corrupted – try re-downloading and extracting the files.

For more info, click here.

All files on our servers have been verified to be 100% correct and complete. If there are missing samples, there are only two possibilities:

1. An error occurred during extraction of the files. Make sure you are only extracting Part1 for each library.

2. Your downloads did not complete fully. Verify the size of your downloaded RAR files with the listed size of the files on the download page. If the sizes do not match, download the incomplete files again. In general for any multi-part product, ALL parts except the final part should be the exact same size.

It depends on the library in question. If a library is Kontakt Player compatible, we will explicitly say so on the product page. Otherwise, we will explicitly say that the FULL version of Kontakt is required, and you cannot use Kontakt Player. Please read the product requirements carefully before purchasing.

Unless otherwise noted, our catalog of instruments was developed exclusively for Kontakt. Kontakt offers the best combination of stability, efficiency, and features necessary to create inspiring and powerful libraries.

It depends on the instrument. Check the “Features & Requirements” tab that appears on each the product page. Some libraries take only a few hundred megabytes of space while others take more than 20 gigabytes. Generally speaking, we do recommend you have the minimum specs necessary for Kontakt itself: 4GB of RAM and a 2011 processor or better.

Because of the digital nature of our instruments, we do not allow license transfers as we have no way of verifying that the software has been deleted by the seller after the transfer.

Yes. You can use our instruments on as many computers as you’d like, but only if YOU are the one using the instruments on those computers. For example, if you have a home PC and an office PC where you are the only user, you can install our instruments on both machines. However, if you have a studio machine shared by multiple people, multiple licenses must be obtained.

Please contact us for more information about multi-user licenses.

Yes, but only as part of custom contract or in-house work. For example, if you are hired to create sound effects for a video game, or you work as an in-house sound designer, you can use our libraries as part of your sound design work. However, you cannot upload sounds to stock SFX libraries or marketplaces.

Yes. The only exception here is that if you sell your library music on a marketplace, and you offer the music in stems, no stem can consist of isolated sounds from our libraries. They must be in the context of other instruments.

We are occasionally seeking composers to help write demos. Please contact us and submit your credentials (portfolio, resume, previous beta testing experience). Please note that we get a lot of applications and it may be awhile before you hear from us.

It’s possible. We’ve worked with many talented musicians and sound designers to create our instruments. However, ideas are easy to come by – execution is where the challenge lies. We prefer to work with musicians and sound designers who can record and create sounds to execute their idea, with our guidance and partnership. Please contact us to start a dialogue.