Support

Where to ask

The community forum is the best place for questions about how something works, workflow advice, and bug reports other people may have hit too — answers there help the next person with the same question.

For anything about your license, purchase, or account, email help@neutralsound.com. Refunds are covered by the 30-day guarantee.

What to send

A description of what you expected and what happened instead is enough to start. If a specific plugin is misbehaving, name it and the version. If the app itself misbehaved, say roughly when — crash reports arrive with the diagnostic detail we need, so the timing is usually enough to find yours.

When a Neutral plugin misbehaves inside another DAW, its editor has a Copy Support Report item — in the preset bar's menu, or by right-clicking the Analyzer and Tuner. It copies a plain-text summary of the plugin version, the host, your audio settings, and the plugin's recent log. Paste it into your message. It contains no file paths and nothing from your project.

Before you write

The documentation covers setup, the audio device settings that cause most first-day trouble, and how plugin isolation behaves when a plugin crashes. The download page lists the system requirements — the most common install problem is an Intel Mac, which Neutral Tracks doesn't support.

Response time

Email gets an answer within two business days, usually sooner. Forum posts are read every day. If something is broken badly enough to stop your work, say so in the subject line and it moves to the front.