Question 1

What payment methods do you accept?

Accepted Answer

All major credit cards (Visa, Mastercard, American Express) and debit cards through Stripe. Apple Pay and Google Pay are also supported where available.

Question 2

Do you offer refunds?

Accepted Answer

Yes, there's a 14-day money-back guarantee. If you're not satisfied with your purchase, contact support@formalabsaudio.com for a full refund.

Question 3

Will there be bundle discounts in the future?

Accepted Answer

filament is currently the only product, but future tools are in development. Existing customers will receive loyalty discounts on new releases.

Question 4

Do you offer educational discounts?

Accepted Answer

An educational program is in the works. Contact support@formalabsaudio.com with proof of educational status and we'll see what we can do.

Question 5

What are the system requirements?

Accepted Answer

macOS 13+ or Windows 10+ (64-bit). Recommended: Intel i5/Apple Silicon or equivalent, 8GB RAM. filament supports sample rates from 44.1kHz to 192kHz.

Question 6

How do I install filament?

Accepted Answer

After purchase, download the installer from your account. Run the installer and follow the prompts. filament will be installed to your system's standard plugin folders.

Question 7

Which plugin formats are supported?

Accepted Answer

VST3 and AU (Audio Units), plus the Standalone app. Beta testers reported using Filament in Logic Pro, Cubase, Ableton Live, Reaper, Studio One, FL Studio, Bitwig Studio, Nuendo, Digital Performer, and other hosts.

Question 8

My DAW doesn't see the plugin. What should I do?

Accepted Answer

First, ensure you've installed the correct format for your DAW. Then rescan your plugins in your DAW's preferences. If issues persist, check that the plugin is in the correct folder and contact support.

Question 9

How many computers can I use my license on?

Accepted Answer

Each license allows activation on up to 3 machines. You can manage your activations from your account dashboard. If you need to move to a new computer, deactivate an old one first.

Question 10

Can I transfer my license to someone else?

Accepted Answer

Licenses are non-transferable. They are tied to your account and cannot be resold or given to another user.

Question 11

What happens if my computer crashes?

Accepted Answer

Your license is tied to your account, not your hardware. Simply log in to your account on your new machine and reactivate. If you've hit the activation limit, deactivate the old machine or contact support.

Question 12

Do I need an internet connection to use filament?

Accepted Answer

You need internet for initial activation. After that, filament works offline. Periodic online verification may be required (roughly every 30 days).

Question 13

Can I use filament live?

Accepted Answer

Yes. filament is designed for real-time performance and can be used in live settings. The architecture prioritizes low-latency MIDI processing for responsive playback.

Question 14

Does filament work with any sample library?

Accepted Answer

Yes. filament works with any MIDI-based instrument including Kontakt, SINE, EastWest, Spitfire, and hardware synths. It sits between your keyboard and your instruments.

Question 15

Are updates free?

Accepted Answer

Minor updates and bug fixes are free for life. Major version upgrades (e.g., v1 to v2) may require a paid upgrade, with discounts for existing customers.

Question 16

How do I get support?

Accepted Answer

Email support@formalabsaudio.com. We typically respond within 24 hours on business days. For urgent issues, include 'URGENT' in your subject line.

Question 17

Where can I suggest features or report bugs?

Accepted Answer

We love feedback! Email support@formalabsaudio.com with your suggestions or bug reports. Please include your system specs and steps to reproduce any issues.

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