Support
Something not working? Tell us.
Most problems with a SUS4 app or plugin are a settings detail, a licence that needs re-issuing, or a bug we can fix. All of those are faster to solve than a refund, and you keep the product. Write to us and we will actually reply.
Email a human
[email protected]Our response commitment. We reply to every support email by the end of the next UK business day. Not "as soon as we can" — by the end of the next business day. If we miss that, chase us: silence is a fault at our end, not a hint.
or use the form
Every message gets a reference and is recorded, so it cannot quietly vanish in a mailbox. Billing or licence question? Include the email address you bought with. Want to cancel or ask for a refund, see the refunds policy — but if the product is broken, try us first: we would rather fix it. You can manage your licence any time from your account page.
What customers have asked us
These come from real support emails and cancellations, not guesses. Your question not here? Email us, and it may end up on this list.
Is there a demo I can test before paying?
The 7-day free trial on the monthly and annual plans is the demo: the full plugin suite, licensed and working, so you can check CPU load and latency in your own rig. At checkout we place a hold for the plan price on your card but take no money. Cancel from your account page before day 7 and the hold is released, so you pay nothing.
Logic says “Failed to load Audio Unit”. What do I do?
Download the installer again from the Downloads section of your account page: early builds only supported the newest macOS on Apple Silicon, and the current one runs on macOS 12 Monterey or later on both Apple Silicon and Intel Macs. After installing, open Logic Pro, go to Settings, then Plug-in Manager, select the SUS4 plugins and choose Reset & Rescan Selection. If it still fails, email us your macOS version, Mac model and Logic version.
After updating to 1.3.0, a SUS4 VST3 says it is unlicensed on my Mac.
From version 1.3.0 the VST3 plugins keep your licence in a new place on macOS, so that macOS 15 no longer asks whether your DAW may "access data from other apps". On macOS 14 and earlier your activation moves across by itself. On macOS 15 and later, open SUS4Suite from your Applications folder once, or load any SUS4 Audio Unit, and it moves across. If a VST3 still shows as unlicensed, open its activation panel, choose Enter licence key and paste the same key you already have, or click your activation link again. Audio Units, Windows and Linux are not affected.
The installer shows an error or will not open.
Download a fresh copy from the Downloads section of your account page. It always serves the current build, and the server checks the installer file is intact before it hands it out. On Windows, SmartScreen may say “Windows protected your PC” because our installer is not code-signed: choose More info, then Run anyway. If it still fails, email us a screenshot of the error and tell us your operating system version.
My DAW crashes when I remove or swap a plugin, or when I quit.
First install the latest version from your account page. If it still crashes, the crash details let us find the cause quickly. On Windows, open Event Viewer, go to Windows Logs, then Application, find the red “Application Error” entry for your DAW at the time of the crash, and send us the faulting module name and the exception code, plus any .dmp file in your AppData\Local\CrashDumps folder. On a Mac, open Console, choose Crash Reports and send the report for your DAW. Tell us exactly what you did just before it crashed.
Will my plugins stop working if I get a refund?
A full refund ends the licence, because the purchase has been returned. A partial or goodwill refund does not: your plugins keep working. If something is broken, tell us before asking for your money back, because we would rather fix it. Your statutory rights are set out in the refunds policy.
I am not getting my sign-in link.
Sign-in links only go to the email address you used at checkout, and each link expires after 1 hour. Check your spam folder, and try any other address you might have bought with. If nothing arrives, email us with the order reference from your Stripe receipt and we will find your account.
My payment was declined. How do I update my card?
Sign in to your account page and choose Update payment method (or Manage billing). That opens Stripe’s secure billing page, where you can change the card. We email you when a payment fails and Stripe retries it automatically, so updating the card is usually all it takes to keep your plugins working.
How do I cancel?
Sign in to your account page, choose Cancel subscription, pick the main reason and confirm. On a paid plan your plugins keep working until the end of the period you have already paid for, and you can resume from the same page any time before then. On a free trial, cancelling before day 7 releases the card hold, so you are never charged. If the plugins are not working for you, email us first: most problems are a settings detail or a bug we can fix.
Refund questions: the refunds policy sets out your rights. System requirements: compatibility.