If you purchased the missing product/s with a different email address, please contact us and tell us what name and/or email address you used, so that we can merge your various customer records into a single one for your convenience.This should not cause a problem, as you will get an email from M圜ommerce with your purchase confirmation as well as a link to download your soundset/s. Please note that soundsets will not show up immediately after purchasing, they are added at the beginning of the month following your purchase.If any licenses appear to be missing from that email: A set of download links for your purchased u-he soundsets.The serial numbers for your purchased u-he products.The user name your licenses are registered to.Our system will then send an email to your inbox within 1-2 minutes, this email will contain the following information: To retrieve the serial numbers for your purchased u-he products, or to get a new set of download links for your purchased u-he soundsets, all you need to do is submit the email address your products are registered to into the form on the My Licenses page on our website. Q: How can I retrieve my serial number or soundset download? Near the bottom, where it says Move the message to, select Inbox from the dropdown box.Enter into the text area next to the dropdown box.In the From header: line at the top, ensure that the dropdown box is set to the contains condition.The Not Spam button is also displayed at the top of any currently opened spam eMail. Gmail also has a Not Spam function, so if you find any eMail from u-he inside your spam folder, please click the little box next to the erroneously filtered messages and click the Not Spam button at the top. Enter the eMail addresses mentioned above into the Primary Email field.Enter into the text area and click Add to list.In the section Safe and blocked senders, select Safe senders.Click Options (at the top right) and select Junk e-Mail.Go to the Mail tab to change over to your inbox.But since everything is subject to change, please ultimately refer to your email provider’s help documents (and let us know) should the following instructions be incorrect. are instructions on how to whitelist emails for some email providers.To make sure our emails are delivered, add the following email addresses to your email whitelist or list of trusted contacts. If you have not received a reply from us, then please check your spam/junk/"promotional" folder, as some mail providers can mistakenly mark our emails as spam. Rest assured we will reply to you as soon as we can. Depending on the complexity of your request and our volume of support emails, replies can take up to 48 hours. Please remember that we are located in Germany and our customer support hours are Monday–Friday, 11 AM–6 PM Central European Time (CET). We try to reply to all emails as quickly as possible.
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