Recover Order Information

We strongly recommend to keep your order emails saved in the event you need to review them again. If you have lost them, they can be recovered. 

Recovering a Drum Library / Groove Pack Purchase

1. Enter the same email address used to purchase your library here .

2. If the email address is valid, you will receive a new email with your product license(s) and any downloads.

Recovering a Plugin Purchase

All plugin installers can be found on the downloads page .

Purchased A Product And Did Not Receive Any Emails

Order emails should be delivered immediately after purchase. The post-purchase email you will receive depends on the product which you can learn more about in this article . If you did not receive any confirmation emails, it has been commonly known that either of the following is the case.

• Check your spam folders - Some email providers will filter the email to the spam inbox. Check your spam folder and see if it appears there. 

• Entered the wrong email address at checkout - In the event this happens, please start a support ticket the name used on the order and the correct email address and we'll update and resend your emails.

• Failed checkout - In certain cases, the checkout process could have failed. Read more details about this in the "Checkout Failure" section below.

Checkout Failure

If by any reason you did not reach the order confirmation page or had an error during checkout and did not receive any automated order confirmation emails from us, it is likely that the order did not complete successfully. It is been commonly known to be either an invalid billing zip code or insufficient funds. In the event this happens, you will need to attempt the checkout again entering a valid zip code, or use an alternative payment method.

We have no control over when your payment provider will release or remove the temporary/pending charge. Since the order did not successfully complete, there is no order information in our system for us to refund or cancel.

My card is being declined at checkout. What should I do?

There are several reasons why a card might not go through, and unfortunately, many of them are outside of our control. However, there are a few common causes worth checking first. These include holds or restrictions on available funds, reaching a daily or credit limit, using an expired card, entering incorrect billing details (such as address or expiration date), or your bank blocking international or regional transactions. In some cases, even browser extensions like ad-blockers can interfere with checkout.

If your card keeps getting declined, try the following steps:

• Try completing your purchase with PayPal

• Try checking out with Venmo

• Make sure your card hasn’t expired

• Verify there are no holds, limits, or pending charges on your account

• Confirm your billing address matches exactly as it appears on your bank statement

• Try a different web browser

• Disable ad-blocking software and try again

• Wait a few days and try again in 3–5 days

If the problem continues, it’s best to reach out to your card issuer directly. Please note that our Support Team can’t manually approve or unblock declined transactions.

Payment Pending (PayPal)

In certain cases, PayPal may place a temporary hold on your transaction for security verification. This typically happens when PayPal needs to confirm that the purchase was authorized by the account holder.

Unfortunately, we don’t have any control over PayPal’s review process, but in most cases, they complete it automatically within 24 hours. If you'd like to try expediting this process, you can:

• Log into your PayPal account and check for any alerts or verification requests related to this purchase.

• Contact PayPal support and mention that your transaction is under review. They may be able to provide more details or help release the payment sooner.

As soon as PayPal clears the payment, your order will be processed automatically, and your products will become available.

Made A Purchase Using the Wrong Payment Method

In the event you completed a purchase and used the wrong payment method or information, you will need to first place your order again with the desired payment method. Then, contact us with your original order number and we will refund the original purchase. We do not have the ability to change the payment method for your order after it has been placed.

Discount Code Not Working On A Certain Product

Please note that most coupons cannot be combined with one another, nor can they be applied to sale items.

My Plugin Purchase Does Not Include An Activation Code

When purchasing a plugin, there is no multi-character license activation code that is delivered. To receive your license, you will need to enter your iLok username in the license delivery form after checkout, or click on the "View your order" link in your order confirmation email. Your license will then be automatically deposited into your iLok account.