If you’ve downloaded your files and the product seems incomplete — for example, the product description mentions 10 vocal loops, but after unzipping you only see 6 — it’s most likely an unzip error.

This issue occurs more frequently on Windows, but it can also happen on Mac. Don’t worry — our files are regularly checked to ensure they’re complete and not corrupted.

We’ve prepared a quick tutorial to help you unzip your files correctly. (Trust us — these simple steps work 100% of the time!)

• Windows Tutorial.
• Mac OSx Tutorial.

If your download is slow or stops partway through, try downloading one file at a time.
If the issue persists, please wait a few hours before trying again.

If you’ve reached your download limit, contact us by filling out the form below, and our team will help you restore access.

We offer products compatible with Serum 1 and Serum 2; however, some products are only compatible with Serum 2.
Make sure you’re using the same or a newer plugin version to ensure everything works properly. You can check the required Serum version under the “Requirements” section on the product page.

For Serum 2 Presets & Banks, all presets are provided individually and also as a Serum 2 bank pack. Along with your product, you’ll receive a “How to Install” guide — please open that file and follow the instructions carefully to install your presets correctly.

(Fatal Error: One of the files this plug-in needs cannot be found)

This issue is not related to your DAW or our products — it’s caused by your plugins.

To fix this issue:

1. Reinstall the required plugins for the product.
2. Verify that the plugin installation path is correctly listed in your DAW’s plugin manager.
3. Ensure that no VST files have been moved from their default installation folders.

This error is most commonly seen with iZotope plugins, so if you’re using them, try reinstalling those first.

For invoice requests, please visit our Invoice Page.