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How

Here you'll find a selection of the most asked questions. 
You can also get in contact with us here.

Frequently asked questions

  • Where is my serial number?

    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. 

  • Do you offer educational discounts?

    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 this contact form. Education coupons are not available if there is an ongoing promotion.

  • Download link is expired

    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.

  • About refunds

    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.

  • The plugin doesn't appear in my DAW

    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.

  • Authorisation failed

    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.

  • How many computers can I install the plugin in?

    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.

  • What are the demo limitations?

    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.

  • Why is there a volume dip every minute?

    That’s a demo limitation. Volume dips will go away as soon as you provide a valid username and serial number.

  • Trackspacer asks for the serial number all the time

    This is a macOS specific issue. What you have to do is go to

    Library/Application Support/Wavesfactory/Trackspacer/

    And create a folder there named exactly: License
    Then, authorise the plugin normally and the authorisation should be retained.
  • Trackspacer sounds glitchy on the right channel

    Load the plugin in “Dual mono” instead of “Stereo”.

  • Legacy installers - 32-bit

    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

  • Do I have to de-activate licenses on my old computer if I have a new one?

    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


    On Windows, go to:
    C:/Users/YOUR_USER/AppData/Roaming/Wavesfactory/NAME_OF_THE_PLUGIN/License

    And delete the license file.
  • Can I transfer my license?

    Yes, you can transfer your license to another user. You’ll be required to pay a €15 transfer fee.
    Once the payment has been sent via PayPal you have to fill and send the form below with the required information.

  • UI appears cropped

    Try to enable the DPI awareness of your DAW and system.

  • Trackspacer 2.0 and 2.5 in the same session

    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


    It’s very important to follow these steps in the correct order.

    MAC:


    – Download the latest version by getting the installer here.
    – Download the old version 2.0 installer here and install it.
    – If you’re in Logic and the old version is giving you problems, download and install this version.
    – Re-scan all plug-ins in your DAW.

    WINDOWS:

    – Manually delete all VST, VST3, RTAS (if needed) and AAX from your plug-in folders.
    – Download the latest version by getting the installer here.
    – Download the old version installer here and install it.
    – Re-scan all plug-ins in your DAW.Done, you now have the latest version labeled as Trackspacer 2.5 and the old version labeled as TrackSpacer.

  • I found a bug

    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.

  • The library appears in demo mode

    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.

  • I need the serial number for the library

    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.

  • Samples are missing

    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”.

  • How to extract a RAR file?

    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.

  • Can I add the instrument to the libraries tab?

    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.

  • On how many computers can I install the library in?

    You can install it in all of your computers as long as you’re the only user.

  • Can I transfer my library?

    Libraries are nontransferable. Library transfers are not permitted by Wavesfactory.

  • Continuata's Connect freezes

    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.

  • I would like to merge two accounts

    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.

  • I made a typo in the email address

    No worries, just send us an email using the form below and we will fix it for you as soon as possible.

  • Plugin Boutique purchases

    Purchases made at Plugin Boutique are not linked to Wavesfactory and they won’t appear in your account. You will always be able to download the latest versions of our plugins in each plugin’s site. There’s no need to register the purchase.

  • I'm not receiving any emails from Wavesfactory

    Make sure you check the spam and promotions folders.

  • I'm a pro, can I have X product for free?

    Like Tywin Lannister said: 
    "A king who must say 'I am a king' is no true king".

  • I just missed a sale

    Make sure you're on the newsletter so you don't miss the next one!
    No, we don’t extend sales. We think that it’s not fair for other people that is already paying the full price.

  • Can I use your libraries in commercial music?

    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.

  • Can I get X product for % discount?

    No.

  • I sent an email a few days ago

    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.

Contact

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.