• The Genealogy start page doesn’t appear, only the purchased library is visible. What did I do wrong? 

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       It’s simple: when you first opened Genealogy Player, you selected the folder

       containing the purchased product (e.g., Medipads) instead of selecting the

       “Genealogy Libraries” folder.

       Solution: Try renaming “Genealogy Libraries” to “Genealogy Libraries-”.

       Then, reopen Genealogy Player and select the newly renamed folder. All

       purchased libraries will automatically appear in order.

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• When I open Genealogy, a dialog box appears prompting me to locate the files, despite having already installed everything correctly before. How can I recover the libraries?​

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1. Each plugin has a different format. For example, if you locate the files in the ‘Component’ or DLL format, you will need to do the same for the VST3 format. However, if you’ve registered the serial numbers, you won’t need to re-enter them, so just press ok and reopen Genealogy

2. You’ve moved or renamed the ‘Genealogy Libraries’ folder, so you’ll need to locate the same folder in its new location.

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• Serial Number Expired

1. ​If you see this message when opening a Genealogy product for the first time, or if it appears after a day, go to the Genealogy logo in the top left corner, enter the serial number provided at the time of purchase, then close and reopen Genealogy.

2. If you’ve overwritten the MSE files, you’ll need to do the same: go to the Genealogy logo in the top left corner, re-enter the serial number, then close and reopen Genealogy.”

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• Why does the serial number I enter in Pulse not match?​

       You don’t need to use Pulse; just enter the serial number directly within the

       product. Make sure you’ve followed

      our installation instructions correctly.

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• Can I request a refund if I mistakenly purchased it thinking it was a Kontakt or Vital product?

​       Sorry but we don’t refund you because Genealogy libraries work with Genealogy

       Player only.

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• I don't like the product, can I get a refund?

       We can’t deactivate remotely the product for this reason unfortunately we can’t

       refund a library once it has been purchased.

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• I’m using the LFO command with CC Modulation, but I’m hearing some strange clipping sounds.​​  

      The clipping you hear is related to the specific processor architecture. We’re

      developing a new version of the software that will be more optimized for newer

      processors, including ARM. In the meantime, you can use the standard

      DEPTH controls without needing to rely on CC, which we’ve included to provide

      an enhanced and unique user experience.

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• Can I review on social platforms Cinematic Alpha products?​

       Sure! If you have a regular license (as single user or company) of our product, you

       are able to review a Cinematic Alpha

       Product. But remember that we reserve the right to ban lifetime from purchases all

        users or third parties who intend to damage the hard work of Cinematic Alpha

        and its developers.

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• ​Why isn't customer service responding to me anymore?​

       Because your questions have already been answered.

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•  I have formatted my PC, could you help me recover my digital products?

        We are not responsible for your PC, it's like saying that if you format your PC and

        ask a friend to give you back what was inside, it is not their responsibility to do so.

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• I'm experiencing difficulties downloading the product and would like to request a refund.

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All of our archives do not expire; however, after one month, Cinematic Alpha is not obligated to provide download links or additional serial numbers. Please note that archives have a maximum of 10 download attempts using Pulse Downloader. Additionally, after one month from the purchase date, Cinematic Alpha is not obligated to provide any additional serial numbers in case the user has not properly saved the products. We strongly advise users to make an immediate backup upon purchase. It's important to note that Cinematic Alpha operates differently from cloud services like Google Drive or Dropbox; we solely provide the product at the time of purchase.

Cinematic Alpha does not provide refunds for temporary download issues. This means that if you are unable to download a product due to a temporary issue, such as a server outage or a network problem, you will not be eligible for a refund.

We understand that this may be a temporary inconvenience. We know that it can be frustrating to be unable to download a product that you have purchased. We will do all the best due to help you.

 In case of an error during the download, we will kindly ask you for the following information:

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1. Screenshot of the error message: This will help us to identify the cause of the error.

2.  Speed of your Internet Provider: This will help us to determine if your connection  is fast and stable enough to download the product.

3. Order number: This will help us to identify your purchase and track your progress. 

 

​​​​We appreciate your cooperation in resolving any download issues you may experience. These three steps are necessary for us to help you and provide you with assistance with alternative links or, ​in exceptional cases, remote assistance.

​If you are experiencing a temporary download issue, please contact our support team for assistance.

We will work with you to resolve the issue as quickly as possible.

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• I cannot complete the purchase. What I can do?

 

If the purchase cannot be processed, it is not recommended to make multiple attempts, as this may result in double charges that may go unnoticed by PayPal. In such cases, the primary responsibility lies with the customer's bank and PayPal. Research indicates that any unaccounted-for amount is generally credited to your bank account or reflected on your credit/debit card within a maximum of 10 days.

In this regard, our responsibility is limited to the production and sale of products, but does not extend to the internal functioning of international payment circuits.