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CONTACT US

Troubleshooting / General Inquiries

 
Feel free to send us an email about any problems / suggestions regarding PML products. Please make sure Ableton & your synth (Serum, Arturia, etc.) is updated (or matches the required version from the product page) before contacting us.
 
Support@ProductionMusicLive.com
 

Business / Press Inquiries

 

For any business/media inquiries, please contact us using the email below. *No support / song feedback / release requests here, they will be deleted!*

Tom@ProductionMusicLive.com

Frequently Asked Questions

Royalty free? Learn more in Licensing Agreement.

Solution to the problem: "Missing Files / Ableton Packs" in Ableton Project File

What payment options are available in the shop?

We accept payment by credit card (VISA / MasterCard / AMERICAN EXPRESS etc.) and by PayPal.

How secure is the online shop? Will my data be protected?

Your data will be handled confidentially via Shopify Payments services and encrypted with SSL (Secure-Socket-Layer) secure server software. The encrypted information of your order, your name, address, credit card or bank details cannot be read by any third party. Credit card payments will also be verified through the 3D secure procedure.

What exactly happens after ordering?

After ordering you will promptly receive an order confirmation via e-mail with a link to download your order and / or access to your course. Additionally, you will be able to login to your PML account, go to “My Orders” and find your download there.

I am having technical difficulties with my product

If your issue is not covered in the FAQ, please contact us via email.

What if I'm not satisfied with my Course?

1) Online Courses:

We would never want you to be unhappy! If you are unsatisfied with your course, contact us in the first 2 weeks after purchase - due to the digital download nature of the optional sound packs, we can only refund the course part. No refund on bulk / bundle orders. One refund per person. To receive store credit or a refund contact us via email.

2) Digital Downloads (Sound Packs, Presets, Templates)

  • Due to the nature of digital downloads we only offer refunds on a strict case-by-case basis. Learn more about Refund Policy.

Where will I be able to log into my course?

The courses are hosted on another server. Once you've bought a course, you'll be getting a mail saying "Redeem your copy of "Course …"". Follow the "Confirm your account" link in that mail and you will end up on the course-platform. There, you'll need to pick your password and log in. Your profile info will be already prepared for you. You can then always log in here:

PML Courses Login.

If you already have a courses account, the new course will be added to your profile (assuming you buy it using the same email address associated with that account). If you have an account but buy a new course using a different email, get in touch and we will manually add it to your existing account.

What if I have further questions?

We are available to help you with any questions, get in touch via: support (at) productionmusiclive.com

HOW or WHERE do I get access to my Courses?

You bought an Online Course ? Courses are usually added in the next 5-10 minutes after your purchase.

  • 1) You will get a separate email from teachable titled "Redeem your copy of "Course XYZ" (Just in case, check your SPAM folder if you can't find it).
  • 2) Follow the "Confirm your account" link in that mail and you will end up on the course-platform.
  • 3) There, you need to pick your password and log in.
  • Your profile info will be already prepared for you.

It says the product is "SOLD OUT", isn't it a digital product?

We heard some people see "SOLD OUT" buttons instead of add to cart buttons.

It appears to happen on some instances of the "BRAVE" browser.

Also, there are a bunch of Chrome Extensions that might cause this issue (example by customer: "I’ve just tried to deactivate « Privacy Badger » extension on Google Chrome and it works".).

  • 1) If you see a "Sold out", try switching to another browser (chrome, safari,..)
  • 2) Please let us know when this happens such that we can trouble shoot this issue. No product is intended to be sold out. Feel free to get in touch via: support (at) productionmusiclive.com

How long will delivery take?

All products are delivered instantly via email. You will be sent a link for your downloads, access to your courses on our course platform as well as an order confirmation.

Why have I not received my order/confirmation?

There are e-mail services that incorrectly flag automated messages from our servers as spam – if you don´t receive anything, please check your spam folders first. You may also accidentally have provided an incorrect e-mail address – in this case please contact our support to check whether we received your order.

My download is lost. Can I receive a new download link?

You can request a new download link via support (at) productionmusiclive.com using the email address you used for the original purchase.

What if I don't have PayPal?

No worries, you don’t need to have a Paypal account to purchase our products. We process Credit and Debit cards via Stripe / Shopify Payments. Email support (at) productionmusiclive.com for any questions regarding this.

Are PML sound packs and sample packs Royalty Free?

All PML preset packs, sound banks and sample packs are 100% royalty free and you can use them for commercial work/releases as well. Rendering the project files (or templates) and releasing the exact songs as your own original content is prohibited. However, using the samples, presets, loops, rhythms, melody parts, etc included in the project files is perfectly acceptable. Redistribution of the banks and packaging are strictly prohibited. If you have any further questions regarding copy rights and royalty email support (at) productionmusiclive.com - also feel free to check out our detailed Licensing Page.

When do the courses start and finish?

The course starts now and never ends! It is a completely self-paced online course - you decide when you start and when you finish.

How long do I have access to the courses?

How does lifetime access sound? After enrolling, you have unlimited access to this course for as long as you like - across any and all devices you own.

What if I'm a Business and need a VAT invoice?

No worries, we can provide you with a proper EU Vat invoice!

Case 1:

You are a private customer (B2C) - Vat invoice for this case gets generated automatically during checkout.

Case 2:

You are a business (B2B) - in this case we need to generate it manually.

Step 1: you send a mail of everything you want to buy

Step 2: in this mail you include your full business name + address + your registered vat number

Step 3: we generate the custom offer and send it over to you, such that you can accept and pay.

Email us via support (at) productionmusiclive.com

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