FREQUENTLY ASKED QUESTIONS
FOR BEFORE & AFTER YOU become a customer!
Common purchase queries answered
BEFORE I BUY?
Simply add products to your cart and checkout.
An account is required to retrieve your purchases for download at a late date.
Due to GDPR regulations any inactive accounts will be automatically deleted after 12 months of inactivity.
No sorry, your downloadable content is stored in your account for you to download.
Credit/Debit Card (Stripe): Pay using your credit or debit card.
Apple Pay (Stripe): Pay with your finger or face or something like that, select the Stripe option when checking out.
PayPal: Pay using your PayPal account. For most countries a PayPal account is not required to simply purchase items; you can checkout as a guest using a credit/debit card either through PayPal or the Credit Card gateway. PayPal sometimes rejects valid credit/debit cards. If this occurs, trying again or using an alternate credit/debit card can help… Or simply try the Credit Card gateway provided at checkout. Unfortunately, PayPal requires users in some countries (such as New Zealand) to create an account, even for simple purchases. This is out of our control.
Simple! Join the mailing list.
We don’t spam, we only send you things relating directly to Isotonik Studios, Ableton Live & MaxforLive.
You can sign up in the footer of any page.
Also, jump over to Facebook and make sure you get updates from the Isotonik Studios page, it’s easy:
Go to the Isotonik Studios Facebook page – and like it, then hover your cursor over where it says “Liked”, then where it says “In Your News Feed”, click the little pencil to edit how that page’s posts show up in your feed and select “See First”, then click done!
We do have a Twitter account as well @IsotonikStudios and have recently started getting into Instagram, to be honest we share the same content generally around all of the social channels so follow the lot and don’t miss any of our random ramblings…
You’ll be able to download your purchases from your account as soon as we’ve received confirmation that your payment has cleared from our Payment Processing Providers.
On rare occasions when purchasing using PayPal we’ll receive notification that payment was made by eCheque. This works just like a cheque in real life however payment is unlikely to clear as quickly. We’ve experienced up to 14 days taken before the payment is processed and the purchase becoming available download.
Each purchase is licensed for two installations, you can download as many times as you like within these restrictions.
If you would like to discuss purchasing Multiple Licenses of products for use in Education or similar please get in touch to talk about your requirements.
Common account queries answered
AFTER I'VE BOUGHT?
When a product is updated we’ll trigger an email to let you know it’s ready for download from your account.
All purchases cover you for the lifetime of updates for the product.
We aim to ensure compatibility for the latest version of Ableton Live however we cannot guarantee compatibility between major versions eg Live 9 to Live 10 etc. where possible a paid discounted upgrade path will be offered.
This can be caused by a cache issue. Please try:
– clearing your browser cache
– using a different browser
– using a Chrome incognito window
Any one of these options should work.
Yeah, happens a lot for us as well!
This should be easy to resolve, simply use the Forgot Password option within the My Account page.
We’ll then send you an email with a reset link.
Remember to add isotonikstudios.com to your safe senders list within your email account otherwise you may have to go searching in your Junk folder.
If for whatever reason you don’t receive the link in your inbox just log into your account and submit a support ticket (only kidding, drop us an email to email@example.com from the email address you used when you created your account.)
We do not usually offer refunds on digital purchases due to the nature of the products. But if you feel you should get one, please let us know and we will evaluate your situation. Approval of refunds will be at our discretion.
Please read the refund policy page before getting in touch.
If you are unsure about anything prior to purchase please use the Contact Form within the FAQ & PreSale Questions tab that’s towards the bottom of every one of our product pages.
This is massively very rare, but if you’re having trouble with corrupted, broken, file does not exist or similar issues, it’s usually because the download didn’t finish completely.
Please download files using a browser that supports broken/paused downloads (Google Chrome is recommended) in case this does happen.
If you’re still having trouble, please let us know by submitting a support ticket from within your account with the details of your issue and we’ll do our best to help you out.
When you log into your account you’ll see an area where you can lodge a support ticket.
We currently can’t offer support via email as we have developers based all around the world and we’ve found that email isn’t reliable enough for requests as they can fall through the gaps with a large team.
We do pride ourselves on the level of support that we provide, so please bear with us if you don’t receive an immediate reply. We always aim to reply within 24 hours but it may take a little longer at weekends.