SUPPORT & FAQ

If you have any questions, please browse our SUPPORT & FAQ or feel free to contact us directly through our chat function, located in the bottom left corner of your browser. We will respond to any inquiries within 24 hours. If you haven’t heard from us within this period, please don’t hesitate to reach out again. We strive to provide the best support possible. Want to show your love for one of our products? We would love a review or tag on social media: Instagram or Facebook!

Key’s virtual instruments are a Kontakt player instrument. This means that you do not need to own the full version of NI Kontakt. Thus the free Kontakt player is all you need to use our instruments. Key’s virtual instruments are designed for seamless integration with Native Instruments Komplete Kontrol keyboards.

Key’s virtual instruments can be downloaded and installed by entering the provided Serial Number in Native Access. After this the instrument will appear in the libraries tab in the sidebar of your Kontakt player Kontakt. Please also see the KONTAKT PLAYER system requirements and the KONTAKT PLAYER FAQ.

Often account activation emails end up in spam folders or junk mail filters – please double check it isn’t there. If you cannot find it, please email us and we will authorise your account.

You can find the serial number for your product (if it has one) in your account>my products. The serial number is displayed in the product box, under the product title.

You can sell your Key Instruments product. Therefor we charge a €25 / $25 fee to re-register the serial for the new owner. This covers our admin time. Please email us with the details and we will deal with the administrative process.

The standard Kontakt Player serial number license can be used on two machines at once. If you need more installs, additional licenses can be purchased at 50% off, just email us to arrange this.

Yes! We offer educational prices for students and custom discounts if you buy more than one product at once. Please email us to set up a custom order.

Are you interested in the experiences with our products? No problem! We are a Trustpilot partner! As we are a trusted webshop we have an account at Trustpilot. On our page at the Trustpilot site you can browse reviews of our virtual pianos and sample packs. So curious, well click on this link to see the reviews: https://www.trustpilot.com/review/key-instruments.com

Additional duties, taxes and brokerage fees may apply, depending on where you live. Key Productions is not responsible for any additional duties, taxes, or brokerage fees. Based on if you are living outside the European Union or within the EU and whether you are a private customer or a company with a VAT number our webstore will calculate the Tax rate applicable for you.

You are eligible for a refund if you contact us within 14 days of your order and you did not activated your Key Instruments Product in Native Access. Once a product has been activated or 14 days have elapsed, we cannot offer a refund.

Your privacy is very important to Key Instruments. Therefore we adhere to the privacy law. This means that your data is safe with us and that we always use it properly. In our privacy statement we explain what we do at the website with information that we learn about you. So if you have any questions or want to know exactly what we keep about you, please contact Key Instruments. You can find the link to our Privacy Policy in the footer of our website.

Also in the footer you can find our Terms and conditions. These General Terms and Conditions always apply when you use our website or place an order through our Website, and they contain important information for you as a buyer. Please read them carefully. We also recommend that you save or print these General Terms and Conditions so that you can consult them at a later time.

As we have customers all around the globe the main language of our website is the English language. For our virtual piano library THE OESER you can find the essential information also in German, French, Dutch and Spanish. Please click on the flags below for the language that most suits you:

Yes we do have a newsletter. Interested? Click on the button. After filling in your e-mail you will receive a mail in which you can confirm your interest in our newsletter. You can opt-out at any time!

For other support inquiries than explained on this Key customer support page support & FAQ regarding the Key Instruments Products please contact info@key-instruments.com.

If you have any questions or comments about the performance, sound or handling of our products, please contact us directly via info@key-instruments.com or get in touch with us via Facebook, Instagram or use the Live chat WhatsApp feature on our website.