ACTIVATION & AUTHORIZATION

How Do I Authorize My Instruments?

All of our Instruments that require authorization are powered by the Native Instruments Kontakt Engine. Make sure to “add” your library to Kontakt (Player) by clicking the “add library” button on the top left of the Kontakt Browser. Next, Navigate to your library folder and click “Choose”. You will now be able to activate the library via NI Service Center. If you receive an error message, first make sure you have the latest version of the Kontakt (Player). Kontakt error messages are common when a library is loaded into an older version of Kontakt. If that does not fix the issue, please contact us at: support(at)heavyocity.com

My Download Link Has Expired. What Should I Do?

If the time period has elapsed for your download, please contact us via email at: support@heavyocity.com

Where Can I Find My Serial Number?

Your serial number can be found in your purchase receipt email. Be sure to keep your serial number in a safe place. Without it, you can not authorize your products. Additionally, be sure to register your product in your account page for updates, downloads, and offers.

Why Can’t I Find My Products On Native Access

Currently third party products do not show up in Native Access, though NI are planning to add support for third party products in the future. Activation is handled inside of Kontakt by clicking the ‘Activate’ button, or via NI Service Center.

INSTALLATION

How Do I Install My Download?

Each download purchase will come with an associated Installation manual. Please refer to the Installation instructions found in your download purchase email.

My Product Does Not Load Properly. What Should I Do?

If the product in question is a Kontakt Instrument, make sure you have the required minimum version of the Kontakt 5 (Player). Kontakt error messages are common when a preset is loaded in an older version of Kontakt. If that does not fix the issue, please contact us at: support(at)heavyocity.com

Pace/iLok Says Plug-in Cannot be Verified in Windows 10

In some cases, when a host scans the PUNISH plug-in, it will show a notification saying that PACE/iLok is not running that the plug-in cannot be verified, even if you have already installed iLok and activated PUNISH. This is a problem with the iLok software that affects some Windows 10 machines.
If it happens to you, follow these steps:

  • Open the Windows search box and type “services”
  • Open the Services Desktop app that appears in the search results
  • When Services opens, scroll down the list until you find “PACE License Services”
  • Double Click on it to open the properties
  • In the Startup type section, change the setting from “Automatic” to “Automatic (Delayed)”
  • Click OK, close Services and restart windows
  • Start your host program and re-scan the plug-ins

Note that if you update the iLok software, these changes may be undone, reintroducing the problem. If this happens, simply follow the instructions again.

LEGACY CONTENT

How come it’s not finding the samples for my Evolve Legacy Content Upgrade?

You might not actually have the proper version of Evolve R2 installed. Check to see that your library folder is “Evolve R2 Library.” If your library folder is “Evolve Library,” then you’ll need to update your version of Evolve R2 (this is a separate install than the original Evolve, so you can keep both versions if you have sessions using the older version of Evolve). To upgrade to Evolve R2 for free visit: http://www.native-instruments.com/en/products/komplete/orchestral-cinematic/evolve/already-own-evolve/

I downloaded a legacy content upgrade product, but none of the presets are working!!! WTF!?

It could be a few things. First, check to see that you own the products needed to run the upgraded content. Next check to make sure you followed the installation instructions for your product (there is a direct link to the pdf in the confirmation email that was sent to you); did you do the batch re-save as directed? If you’ve done all of the above and are scratching your head, please contact support(at)Heavyocity.com and we’ll do our very best to get you situated as quickly as possible.

I only own AEON Collection. Can I still download the legacy content upgrades for Damage, Evolve R2, Evolve Mutations, and Mutations 2?

Yes you can, but ALL of the percussive loops included with the Legacy Content Upgrades utilize the DM-307 engine, so you will not be able to play any of the presets containing percussive loops.

I only own DM-307. Can I still download the Legacy Content Upgrades for Evolve R2, Evolve Mutations, and Evolve Mutations 2?

Yes you can, but some of the presets in those instruments will not function (AT ALL). More specifically, the tonal loops (in Evolve R2, Evolve Mutations and Evolve Mutations 2) available in the content upgrade will not work due to the fact that they access the AEON engine.

Legacy Content Upgrade presets don’t show in my instrument window properly. Why not?

It could be a couple of things. First check to see that you own the products needed to run the upgraded content. Next check to make sure you followed the installation instructions for your product (there is a direct link to the pdf in the confirmation email that was sent to you); did you choose the proper “Instruments” folder to place the installed content? If you answered yes to these questions and are scratching our head, please contact support(at)Heavyocity.com, let us know what your specific issue is, and we’ll do our very best to get you situated as quickly as possible.

What’s the benefit of the Legacy Content Upgrades?

There are a couple of reasons for AEON and DM-307 owners to install these upgrades. Besides being free, each instrument’s updated loop content contains new menus of loops. For example, each of Damage’s 4 full loop presets (in the different genres) are broken out into 4 individual presets intelligently mapping the stems, allowing to mix and match loops seamlessly. In addition, all the instruments have a BRAND NEW folder called “Utility Breakouts” with presets combining various types of elements (for example: All hats, all kicks, all metals etc). There’s a ton of new inspiration packed into the new menus!

SALES & PURCHASING

Are Heavyocity Boxed Products Available?

To keep the cost of our products as low as possible without sacrificing content all Heavyocity instruments and libraries are available as digital downloads only.

Can I use my EDU Discount to Purchase Sale Items?

Unfortunately, the EDU Discount applies only to full-priced items and can not be used on sale items.

Does Heavyocity offer an Artist Discount program?

We believe everyone should receive an “artist discount”. To assure this, we have optimized our production costs along the way to guarantee the best priced products for everyone.

How do I apply a coupon to my order?

At the very bottom of the Checkout page, just below the “Place Order” button, you will see a tab with the text “Have a coupon code? Click here to enter it now!” Simply click the link to expand the section and apply the coupon to your order.

I Have Multiple Coupons. Can They be Combined?

At the moment, we do not allow for the combination of coupons.

I have not received any download information. Where is it?

Once a purchase is made from our store a confirmation email is sent from us to you with your order number. For instruments and synths, a second email is then sent from Amazon SES servers containing the download links and installation instructions for the product you purchased. On occasion email clients may flag these emails as SPAM (GMAIL sometimes will filter our download emails to the PROMOTIONS inbox). Please be sure to check your SPAM and PROMOTIONS inboxes if you have not received your download links and instructions.

I Missed A Sale. Can I Still Get The Discount?

Unfortunately, we are unable to issue retroactive discounts. Please subscribe to our mailing list below to be informed of future offers and discounts.

I recently purchased a product, then you had a sale! Can I get a refund?

If you purchased a product on our webstore 5 days prior to a sale we will issue you a refund for the difference in price. Simply send us an email via our support page and we’ll take care of you.

I’m not happy with my purchase. Can I get a refund?

Unfortunately, due to the nature of our instruments/libraries we do not offer refunds on installed products. If you purchased a product and have NOT installed it simply send us a message at support@heavyocity.com to request a refund.