Help!

If you have a question or need a little support, then don’t hesitate to contact us.

Kontakt Full Vs Kontakt Player
Our Number 1 most asked about help topic is about the differences between Kontakt Player and the full version of Kontakt. If you’re unsure or just need some clarity, we’ve written a complete guide on the differences between the two.
Frequently asked questions

We use Pulse downloader, a free and super lightweight app. It’s purpose built for sample libraries and is used by dozens of other developers. Full instructions are provided at the end of every purchase. You can get Pulse downloader for free here.

We accept all major credit and debit cards including Visa, Mastercard, Maestro, Delta and American Express.

We also accept PayPal.

UK customers can also use PayPal Pay in 3. Eligible between purchases of £30 and £2000. Terms and Conditions apply, please see below for more details.

https://www.paypal.com/uk/webapps/mpp/paypal-payin3/faq

This happens when you open up a library made for Kontakt FULL in Kontkat PLAYER. To resolve this message, please open up the library in Kontkat FULL.

If the library you are opening is for Kontakt PLAYER (currently only LOST PIANO) yiou first need to register it in Native Access to remove the DEMO MODE notification. Please use the same license key you used to download to register.

Yes! If you are working or studying in full time education, we offer a 20% discount. Please email us here with proof of your current educational status. Please include a copy of a valid in-date student ID or acceptance letter. The discount will not work with sales or launch prices as these are already discounted.

Yes, typically we have 2 main sales each year, with occasional specific discounts on individual libraries and other promotions.

Due to the nature of digital products we do not offer refunds once you have downloaded a sample library. If you have made a purchase in error and have NOT yet downloaded the library, we can offer you a full refund.

Please see our video walkthroughs and other online reviews to understand if a libary is right for your needs. We are also happy to answer any questions you have before purchase!

We are not able to offer you a demo or trial period on our libraries.

We please ask you to watch our walkthrough videos and listen to the audio demos on our website before purchase.

We also watch many independent reviews on YouTube and we have an active community of customers on VI Control who will do their best to inform you of their thoughts on our libraries!

Our EULA allows you to install the library on 2 separate computers (e.g. desktop and laptop) owned and operated by the same person/company. To use the library on more computers than this, please contact us for a multi-seat license.

If you are a educational establishment or a studio with multiple users, we can offer you a reduced rate for purchasing multiple licenses to the same library. Please contact us with your needs!

Yes! During checkout there is the option to enter your EU VAT number. Please enter it using the 2 digit country code (e.g. DE) and do not use any spaces.

We are not permitted to remove the VAT at point of sale to customers in the UK. Please claim this back through your regular VAT return.

Yes, you can find an invoice for every purchase in your account on our website.

  1. Visit https://www.westwoodinstruments.com/my-account
  2. Login using your email and password
  3. Click on the orders tab
  4. You’ll find a button next to each order to download a PDF.

Talk to a real person

If you want to talk to one of us about something specific, please contact us via the form below and we’ll do our best to help.

We are available between 10am and 4pm UK time Monday to Friday and aim to get back within 24-48 hours.