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.

All our products are now downloaded and installed directly from Native Instruments Native Access app. There is no limit on downloads.

Your SC user account also contains backup 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.

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.)

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.

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.

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.

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

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

Update Native Access to V3

Simply, your version of Native Access is older than the product serial number, so it does not know it exists. Update Native Access to V3, or if you are already on V3, restart NA and it will update automatically.

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

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.

NI support Link

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.

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.)

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

Change Install locations In Native Access

Click the 'Refresh' icon at the top right hand side of the Native Access interface.

Yes, we have now tested our products with all versions of Kontakt and all run smoothly.

Yes, they all do.

Please check the minimum Kontakt version required before ordering.

Don't feel bad for being confused - this issue is a fuzzy one for lots of people. Here are the facts :  

KONTAKT is a software sampler / virtual instrument made by Native Instruments. You can use it to build your own instruments, or use the extensive library of sounds that come with it. You can also buy / use 3rd party sample libraries (like many of our products) in it. Any library or instrument ( nki) that you load into it can be fully opened up edited and customised.  

KONTAKT PLAYER is a free, restricted version of Kontakt. It has all the functionality of the full version, but it does not allow you to create your own instruments or edit libraries that you buy ( apart from using the front panel knobs that may be part of that library). *IT CAN ONLY BE USED WITH COMMERCIAL LIBRARIES SPECIALLY ENCODED FOR KONTAKT PLAYER.*  

If a library you want to buy says 'requires the full version of Kontakt' or doesn't say 'Powered by Kontakt Player ' or similar, then it will not run properly in Kontakt Player, it will time out after 15 minutes.

If your product is taking minutes to load instead of around 30secs, then you need to do a Batch Re-save, which completely fixes the problem.

NI have some instructions on how to do this: Batch Resave

Not all our instruments support multiple outputs, but some - Electro-Acoustic, Hammersmith, Haunted Spaces, Konkrete - do. If you're having trouble getting that working, the trick is that first you need to configure Kontakt to have multiple outputs on your system. Here is a link which explains how to do that:

How To Create Multiple Outputs In Kontakt

If your product downloader has stopped and will not resume the download, you can follow these steps:  

1. Delete the existing downloader app
2. Download a new download app from your Soniccouture user account.
3. Open the new download app on the computer, and point it at the location that contains the .part file - it should resume downloading where it stopped.

This happens when the app has finished downloading the zip file, and finds there is not enough room on the destination drive to unzip it.  

Ensure you have 2x the amount of hard drive space available: so if the download is 45GB, you need to have at least 90GB free. This is because when the zip file extracts it will create a new product file.  

Once this process has completed you can trash the zip file, freeing up the space again.

IMPORTANT: If you have checked you have enough free space, then simply try manually double-clicking the .zip file you have downloaded - it should unzip fine. We are working on this bug!

If this happens, then either:

the extraction worked anyway: check to see if you have SC-Product folder on your computer. If you do, just carry on and add it to Kontakt, and all will most likely be fine, or

If you DON'T see a folder, then double click the zip file manually  (be sure to use Winzip or Mac's Archive Utility as others give errors). If all goes as expected, carry on and add it to Kontakt.

This happens if you choose a download location that you do not have permission to write files to, e.g. the Kontakt 5 application folder.

Try choosing another place and see if it helps.

There is not enough free space on your drive, or you have a FAT32 format drive. FAT32 cannot support any single file larger than 4GB, so this can cause issues with our larger products.

You can get around this by downloading the products zip file to another drive, unzipping it, then moving it back to the FAT32 drive once it is unzipped, since the individual contents of the product folder will not be over 4GB per file.

All our samples are recorded in studio conditions, very dry and close. Any room sound or reverb you hear in a demo will be from the reverb effects provided in the instrument.

No - all our instruments are encoded by Native Instruments and therefore will ONLY open in Kontakt or Komplete Kontrol.

If you have to ask, the answer is almost certainly going to be 'no'. As a rule, we find that genuinely successful composers are happy to pay for their instruments and support our business.

There might be, or there might not be. We could tell you, but then we'd have to kill you, etc etc

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.