Support

Before you buy anything

If a product has a free Lite edition, install that first.

A Lite edition is a real product with fewer features, not a demo. It never expires, it never nags, and its audio is never degraded. Running it is the fastest way to find out whether the plugin loads in your host, on your operating system, on your machine, before any money changes hands.

Check the formats and system requirements on the product page as well. They are the ones we actually test against.

Installing

Download the installer from the product page or from downloads, run it, and pick the plugin formats you want. The installer puts each format in the standard folder for your system:

macOS

VST3   /Library/Audio/Plug-Ins/VST3
AU     /Library/Audio/Plug-Ins/Components

Windows

VST3   C:\Program Files\Common Files\VST3

Then restart your DAW. Most hosts only scan for new plugins at startup, and some keep a cache you have to clear by hand:

• Ableton Live: Preferences, Plug-Ins, then “Rescan”.
• Logic Pro: it validates Audio Units on launch. If a plugin fails validation, open the Plug-In Manager, select it and click “Reset & Rescan Selection”.
• Cubase and Nuendo: Studio, then VST Plug-in Manager, then the update button.
• FL Studio: Options, Manage Plugins, then “Find more plugins”.
• Reaper: Preferences, Plug-ins, VST, then “Re-scan”.
• Studio One: Studio One, Options or Preferences, Locations, VST Plug-Ins, then reset the blocklist.

macOS refuses to open the installer

If macOS says the installer is from an unidentified developer or cannot be opened, open System Settings, go to Privacy and Security, scroll to the message about the blocked item and choose “Open Anyway”. Then run the installer again.

If you see the same message after that, write to us. Do not disable Gatekeeper.

Activating your licence

Paid editions need a licence key. Lite editions do not: they run as soon as they are installed, with no key and no account.

1. Your licence key arrives by email within a few minutes of your purchase. You can also find it on the account page at any time.
2. Open the plugin in your DAW and find the licence or activation panel.
3. Paste the key and confirm.

The key is case insensitive, and the hyphens are decorative. Pasting it with or without them works.

Activation needs an internet connection once. After that the plugin holds a signed licence file on your computer and verifies it locally. It does not need the internet to open a project, and it does not contact us while you work.

One key per product

Each product has its own licence key, and each key has its own pool of 3 machine activations. Buying a second plugin gives you a second key. Using up the activations on one product does not affect any other product you own.

Where the licence file is stored

One file per product, in a licenses folder inside our vendor folder:

macOS

~/Library/Application Support/TODO_VENDOR_FOLDER_NAME/licenses/<product>.dat

Windows

%LOCALAPPDATA%\TODO_VENDOR_FOLDER_NAME\licenses\<product>.dat

You never need to touch these files. They are worth knowing about for two reasons: a backup or migration tool that skips Application Support will not carry your activation across, and if support ever asks you to reactivate from scratch, deleting the file for that product is how you do it. Deleting it does not free the activation on our side. Deactivate the machine first, from the plugin or from the account page, then delete the file.

Common problems

“All activations are in use”

You have used all 3 machine activations for that product. This is normal after a few years of new laptops and reinstalled operating systems.

Fix it yourself: open the account page, ask for a sign-in link, and you will see every active machine on your licence with a Deactivate button next to it. Deactivate the one you no longer use. The seat is free immediately, and you can activate the new machine straight away.

You do not need to email us for this, there is no waiting period, and it works even when the old machine is dead, sold or wiped.

“Unknown licence key”

Almost always a typo or a copy that picked up a stray character. Copy the key again from your licence email or from the account page and paste it without editing it.

If it still fails, check that you are entering the key into the right product. A key issued for one plugin does not activate another.

“This licence has been revoked”

A licence is revoked when its purchase was refunded, reversed or charged back, or when a key was being shared publicly. If you believe this is wrong, write to us with the email address you bought with and we will look it up.

The plugin does not appear in my DAW

In order:

1. Restart the DAW. Then force a rescan using the list further up this page.
2. Check that you installed a format your DAW actually supports. Logic Pro loads Audio Units only. Most Windows hosts load VST3 only.
3. Check that your DAW is scanning the folder the installer used.
4. On macOS, check that the plugin is not quarantined by Gatekeeper.

If none of that helps, tell us which DAW and which version, and we will work through it with you.

I am offline and the plugin says the licence needs refreshing

Nothing breaks. The licence file carries a lease, and when the lease is close to expiring the plugin refreshes it silently in the background. If it cannot reach us, it keeps working through a grace period of TODO_OFFLINE_GRACE_PERIOD.

The plugin is designed never to refuse to load and never to leave you without audio in a session you have open. If you are about to go on the road or into a studio with no network, open each plugin once while you still have a connection and let it refresh.

My licence email never arrived

1. Wait a few minutes. Delivery is usually seconds, occasionally longer.
2. Check your spam or junk folder, and any filter that files mail automatically.
3. Check the address you used at checkout, including typos in the domain.
4. Go to the account page, enter the email address you paid with and ask for a sign-in link. Your licence key is listed there.

If none of that works, write to us with your Paddle order reference from the receipt. A licence that was paid for and never delivered is our problem to fix.

I lost my licence key

You do not need us. Go to the account page, enter the email address you bought with, and click the sign-in link we email you. Every key you own is listed, with a copy button.

I no longer have access to the email address I bought with

Write to us from an address you do control, with your Paddle order reference, and we will move the licence. We will ask a couple of questions to confirm the purchase is yours, which is the same protection you would want if it were someone else asking about your licence.

New computer, or a full reinstall

1. On the old machine, if it still runs, deactivate the plugin. If it does not run, deactivate it from the account page instead.
2. Install the plugin on the new machine.
3. Enter the same licence key. The seat you freed is used for the new machine.

If you forgot step 1 and you are out of activations, the account page still lets you deactivate the old machine by name. Nothing is lost.

Updates

Updates are published on the downloads page and inside your account. Installing an update replaces the plugin binary and leaves your licence file, your presets and your projects alone. You do not need to reactivate after an update.

The plugin’s update check sends no information that identifies you or your machine.

Uninstalling

Deactivate the machine first, from inside the plugin or from the account page, so the seat goes back into your pool. Then remove the plugin files from the folders listed under Installing, and delete the licence file for that product if you want to remove every trace.

Writing to us

Email TODO_SUPPORT_EMAIL. To get a useful answer in the first reply rather than the third, include:

• your operating system and version, for example macOS 15.2 on Apple silicon, or Windows 11;
• your DAW and its version;
• the product, its version, and the plugin format you are using;
• the exact message you saw, copied or screenshotted;
• what you did, what you expected, and what happened instead;
• your Paddle order reference, if the question is about a purchase.

Please do not send us your licence key in a public forum post. By email is fine.

We are one small studio, so we answer in office hours in our own time zone, not around the clock. Every message gets read.