Frequently Asked Questions

What is your refunds policy?

You are eligible for a refund if you contact us within 14 days of your order and have yet to download your product. Once a product has been downloaded or 14 days have elapsed, we cannot offer a refund.

What is the difference between Kontakt and Kontakt player?

Kontakt Player is a FREE version of the Kontakt sample playback engine available to download here.

Kontakt Player gives you access to all the sounds and all the editable parameters on the front panel only. Also, unlike non-Player libraries, these libraries will also have a banner that appears on the Kontakt Libraries pane.

If you want to go deeper into editing you’ll need a full version. As you will already own the free Kontakt player and have bought one of our ‘player’ libraries you will be eligible for a discount upgrade to Kontakt via the NI website. See here for more details.

If the library you want to use is NOT a ‘Player’ library then you need to buy the full retail version of Kontakt.

How can I re-download a product?

This can easily be done with the Spitfire Audio App. To reset both your entire library download or the latest update;

Open up the App and log in with your account email and password.

  • Click on the library you wish to re-download

  • Click on the cog in the bottom right hand corner and choose “reset”

  • This will reset your whole download/your latest update

You can repeat this process for any of the libraries you own. 

I’ve lost my serial number for product activation

The best place to find all of your serial numbers would be to log into your Spitfire account and visit this page.

If you find that the serial number you are looking for is not there, please contact us with all of the relevant information. Bear in mind that only Kontakt Player libraries have a serial number.

Can I install on more than one computer?

With our products you have two licenses. This means that you are allowed to download and install on two computers you own, say your main rig and your mobile rig — we support MacOS and Windows.

The best way to get your library on both of your machines is to copy it from one to another via an external HDD. It saves you from having to redownload the whole library again!

Can I try before i buy?

No - it is not currently possible to demo our products.

If you go to our Youtube Channel you’ll see many walkthroughs containing detailed info about all our products -- you can hear them being played in real time with no smoke and mirrors!

Non player instrument opening in ‘demo’ mode

If you are seeing the ‘demo’ button and your patches are timing out, it means you are trying to run a non-player library in the Kontakt Player software.

You need to upgrade your Player to the full version of Kontakt.

If you have any of our Player libraries you can qualify for a discount on the full version of Kontakt see here for more information.

I’ve forgotten my password

If you have forgotten your password, please click 'Sign in', and click ‘Forgotten Password?'. Enter the email for your Spitfire Audio account and you will receive an email with a link to reset your password, be aware that this expires after 2 hours of receiving it. 

If at some point in the past you asked us to merge two accounts but have since forgotten, you MAY find that the forgotten password isn’t working for the email address you asked us to merge FROM. In this case, please contact support with your name, any email addresses you think we might know about and any order references or serial numbers.