Support

Sales Support

Product Downloads

CUSTOMER PORTAL

Upon completing a purchase, customers are automatically sent a purchase confirmation and download link via email. If you wish to access your purchases thereafter, you can do so via that same link or log in to our Customer Portal at any time by clicking the button above.

While attempting to log into the Customer Portal, ensure that you are not logged into any email accounts other than the address associated with your license. Any cache data associated with other email accounts during the current browser session may prompt the DPD system to deny access. It’s best to clear your browser cache (history) and re-load your browser in a fresh session before accessing the Customer Portal.

Please note that some products may be discontinued over time. We advise you to store a backup of your purchases, because the files will not be accessible in your account indefinitely after being discontinued.

Purchases remain active for up to 10 download attempts. Once this limit is exceeded, customers may contact us via email to request manual re-activation of relevant purchases. We can not grant you access to separate components of a product, such as only the installers, samples, etc. If you have a technical issue that can be resolved by accessing these assets, you may email us and we will determine the best solution on a case by case basis.

Payments

We currently accept Visa, Mastercard and PayPal via PayPal Pro. You do not need to register for a PayPal account to make a purchase.

Refunds

All Plugin and Sample Pack purchases are non-refundable. Once you download any of our products, they can no longer be returned. We reserve the right to use our discretion in cases where a refund may be necessary, however this would only apply to unusual circumstances that will be assessed on a case by case basis. In the unlikely event of a refund, funds are automatically be issued back to the same form of payment used at the time of purchase.

Updates

To confirm the current version of a plugin, navigate to the respective product page where this information is displayed the LEARN section. You may also find this information in the relevant User Guide, which you can download via the respective product page. The version of the plugin installed on your system is also displayed in the configuration menu of the respective plugin.

You must update your product via the same platform where the purchase originated. If you purchased our products from a distributor, you must update the product via their platform, as we do not share the same database or have access to any third-party transactions. As such, there is no mechanism in place to allow us to notify these users when updates become available, nor can we migrate transactions that originated elsewhere into our database.

All point updates within a product version (i.e. 1.0, 1.1, etc.) are free for registered users. Such updates, along with relevant information, will automatically be sent to registered users via email as long as the purchase originated on our website. Major version updates (i.e. 1.x to 2.x, etc.) will be paid and all relevant pricing and information will be communicated to registered users of existing versions via email.

Customers who purchase a plugin from our website within 30 days of the release of a new paid version are eligible for a free upgrade (this is not automatic – please contact our sales team for assistance).

Bundle Upgrades

Bundle upgrade paths are unavailable at this time due to limitations imposed by our merchant service provider. Bundles will include all relevant paid products that are available at the time of purchase. Any subsequently released products in a relevant bundle category will need to be purchased separately at their standard price. It is currently also not possible to upgrade to a product bundle from any individual product purchases or another bundle.

License Transfers

Software plugin licenses purchased directly from our website are eligible for a one-time transfer.  To request a license transfer, contact us via email along with the original transaction number, name and email address of the new owner. Once a transfer is complete, the previous owner must fully delete the software and any associated files from their machines. The new user will then own the license to the plugin without any relevant restrictions, however, they will not be able to re-sell/transfer that same license. We can not authorize or execute license transfers for any purchases that originated on a distributor’s website. Purchases made anywhere other than our website will be subject to the license transfer policies of the respective distributor.

Evaluation Copies

We do not offer demo versions of our software.  NFR evaluation copies of our products are available for professional review purposes only. Please contact our sales team via email to request an evaluation copy of a product, along with all relevant details such as your credentials and the specifics of the context within which the product in question will be reviewed.

Educational Discounts

Glitchmachines, LLC is pleased to offer an Academic Discount of 35% off retail price. This discount is available to all current students and teachers either enrolled in or teaching at a media-related school or program. This discount can also be applied to our already heavily-discounted Bundles, but can not be combined with any other coupons or offers. To request an academic discount, simply contact us via email and send us a current academic ID card or other proof of eligibility confirming your academic status.

Industry Discounts

We do not offer special industry or artist discounts. If you wish to purchase our products at a discounted price, the best option is to take a look at our heavily discounted bundles. We also periodically run sale events where we offer significant discounts across our product range. These events do not occur at set dates so be sure to join our mailing list and/or keep an eye on our social media channels to learn when a sale is scheduled.

Privacy

Your data is never entered directly onto our server. All customer information is encrypted and securely stored off-site by our merchant service provider (DPD), PayPal and/or MailChimp. We never share your data with third-party entities or exploit your information for marketing purposes. Our mailing list is strictly voluntary and not directly linked with product purchases. You may opt to unsubscribe from our mailing list at any time but be aware that if you download something from our website, your name and email address are retained in our merchant service provider’s database in order to administer your transactions. While unsubscribing from our mailing list will prevent you from getting any further newsletters, you may still receive automatic update notifications via DPD, relevant to any free or paid products you have downloaded from us. If you wish to remove your information from the DPD database, please contact our support team who can assist you with this.

Pricing

We routinely review our pricing to ensure that it remains competitive and reserve the right to update our pricing as necessary without notice.

Policies

We routinely review our terms and policies to ensure they remain consistent and reserve the right to update these as necessary without notice.

For sales support, you may contact us at: sales@glitchmachines.com

Tech Support

Learning Resources

Due to the unconventional nature of our tools, we advise users to take advantage of the learning resources we provide with our products. In-depth tutorial videos are available for our plugins and we supply detailed user guides inside every product’s DOCS folder. User guides are also posted in the LEARN section on every product’s web page, allowing prospective users to research our products prior to making a purchase. Customers with practical issues (not understanding how something works) are encouraged to read the provided documentation and/or watch the relevant videos prior to contacting support:

https://www.youtube.com/glitchmachines

System Requirements

All system requirements are displayed in the lower half of each plugin’s product page on our website. A host application such as a DAW capable of running VST3 and/or Audio Unit plugins is required to run our software. Please verify system and DAW compatibility prior to making a purchase.

Plugin Formats

We support Mac OS and Windows operating systems and offer 64bit versions of our software in the industry standard VST3 and Audio Unit formats. At this time we do not plan to support the proprietary AAX plugin format. Pro Tools users who wish to attempt to run our plugins via VST Wrappers or similar software must do so at their own risk. We have not tested our software on such platforms nor can we confirm compatibility or stability.

Installation

For setup instructions relevant to specific software products, navigate to the SETUP section of the associated User Guide, found inside the DOCS folder in every product package, as well as the respective web page on our site.

Our software products include installers for both Mac OS and Windows operating systems. The respective installers are available in a INSTALLERS sub-folder within the main product folder architecture, labeled either Mac or Win. With all applications closed, run the installer appropriate for your system and follow the prompts until the installation is finished. Once installation is complete, you may launch your host of choice (such as Ableton Live, Logic, etc.) from wherein you can instantiate the respective software plugin.

MAC: As of May 2022, all of our software plugins are now ARM Native and have been fully tested in the latest Mac OS Monterey. We have also updated our entire lineup to VST3 (all VST2 variants have been discontinued).

If the Mac Preset Installers fail on your system, please download this ZIP file, which includes instructions on resolving this issue.

If your installation was successful but you can’t locate the plugin in your DAW, consider whether it is a software instrument or audio effect, as these may be designated to different menus within a DAW’s structure. Likewise, if a plugin was installed but not visible in your DAW, take a look at the track type and make sure it’s not a Mono track.

WINDOWS: As of May 2022, all of our plugins are VST3-only. As such, please be aware that the user is no longer presented with destination options in the installer because the plugin files are deployed to the appropriate system location automatically. Refer to the information at this link regarding the system locations in which plugin formats reside on Windows. Note that you may need to activate VST3 support from within your DAW’s preferences.

If you have any issues with presets, you can download this ZIP file which includes instructions and files to assist you. If your installation was successful but you can’t locate the plugin in your DAW, consider whether it is a software instrument or audio effect, as these may be designated to different menus within your DAW. Likewise, if a plugin was installed but not visible in your DAW, take a look at the track type and make sure it’s not a Mono track.

Factory Presets

The preset installers may fail on Macs under certain conditions. Please download this ZIP file, which includes instructions on resolving this issue.

Users of our sampler plugins Polygon, Palindrome, Tactic and Cataract, will be prompted to point to the associated samples upon first launch of the respective plugin.  All of the above plugins will not allow you to proceed unless you’ve selected the correct sample folder on first launch.

If you move the linked folder to another location at any point after the initial launch, you will see a “could not load sample” error message inside the respective waveform displays.  This can easily be fixed by navigating to the respective Config Menu, where you will find an option such as “change factory samples path”.  Selecting this option will pull up your computer’s file browser from which you can point to the correct folder in its new location but be sure that the folder contents are not altered.

In case files were altered in any way, some or all of the presets may be broken. In this case, the best solution is to download a fresh copy of the files and replace the older copy with the new one. Once this has been done, the factory samples will be correctly re-linked to the plugin and the factory presets should then load as expected. If things still don’t load as expected, navigate to the plugin’s preferences file via the config menu and then trash/delete this file.  Upon launching the plugin again, it will auto-generate a fresh preferences file with default settings.

Backwards Compatibility

Significant structural changes in the code of our plugins may force us to break compatibility at any point during a future update. Failing to properly render and/or back up your relevant DAW sessions PRIOR to updating may cause issues such as the sessions and respective presets not loading properly.

While we will be sure to clearly communicate any such cases to customers via a prominently displayed notice in the SETUP section of the respective User Guides, it is ultimately the user’s responsibility to properly back up all project sessions where our plugins may be in use, prior to installing any updates.

Copy Protection

Software licenses are granted and activated per the DPD merchant system and tied to the device associated with the purchase.  Every user is granted a maximum of three device activations per license.  If you exceed this limit, please contact our Support Team and they can assist you.

We reserve the right to implement different methods of copy protection in the future as necessitated by potential product re-designs or changes in our merchant services, online store or company website. Should such changes become necessary, we will contact all registered users via email with any relevant details and/or instructions where appropriate.

Audio File Format

We supply our audio files in the industry standard 24bit 96kHz .WAV file format. Should you wish to work in another sample rate or bit depth, you may do so via your DAW or you can use a third party application such as Audacity or Twisted Wave to batch-process the files to the desired format.

User Content

You may not use our official company logos, visual assets, video content, audio demos or promotional materials in any context, nor distribute materials under the pretense that they are officially sanctioned and/or endorsed by Glitchmachines, LLC unless expressly authorized in writing.

Feature Requests

Feature requests can be submitted via email, but be advised that we are not obligated to fulfill them, nor do fulfilled requests imply any collaborative credit and/or legal ownership of relevant features, functions or products.

Please do not send us your product ideas. We can under no circumstances engage with you in any discussion relevant to product development unless all parameters have been predetermined in writing per legal contract.

For technical support, you may contact us at: support@glitchmachines.com

Updates

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