Get back to the part you enjoy.
Start with a clear picture
Note the product and version, operating system, plugin format or standalone mode, DAW/host version, exact error text and what you were doing. Try one change at a time so you can tell what helped.
Payment finished, but something is missing
- Check the provider receipt and the email address entered at checkout.
- Check spam/junk and Account > Purchases and Licences using that email.
- Allow time for processing. Stablecoin payments may wait for blockchain confirmation.
- If the item remains in Bag, reopen the bag in the same browser. Confirmation checks use the locally stored purchase identifiers.
- If the purchase is already visible, do not buy it again. Remove the stale bag item manually if needed. If no purchase appears, contact support with the receipt reference.
If a provider is unavailable for an edition, choose another available provider. Creem pays one selected product version at a time; Dodo requires supported one-time USD items.
The plugin does not appear or the app will not start
- Confirm the downloaded OS, architecture and plugin format match your system and host.
- Extract the archive fully and keep companion files together.
- Check plugin paths, rescan and inspect the DAW's failed-scan list.
- Close the DAW before replacing installed files. Look for an older duplicate installation.
- If launch still fails, record the error or crash details rather than repeatedly reinstalling without a change.
Activation fails
Recheck the purchase email and licence key, then the licence's active-machine count. Deactivate an unused machine when appropriate. Check internet access and licence status. A revoked licence needs its account/purchase status reviewed; reinstalling does not restore it.
AI is slow, unavailable or incomplete
- Confirm the selected provider, key, model and effort are supported and configured.
- For direct keys, check provider billing, quota and model access.
- For Anumys, check the matching credit-category balance, approved machine and active key. Correct an inaccurate system clock if signed requests are refused.
- Wait before retrying a rate-limit message. Do not launch repeated copies of a pending request.
- For incomplete output, shorten the request or adjust the supported effort/output settings. A higher output limit is not always accepted by every model.
If the result is valid but musically unsuitable, clarify the style, key, length and constraints. Try a short phrase first. More effort does not guarantee the idea you have in mind.
No sound or drag-and-drop trouble
For MidAI, check the preview sound and audio output first. In a DAW, MIDI may need to be routed to an instrument to produce sound. If drag-and-drop is unsupported by the host, save the MIDI file and import it instead. Distinguish a free-mode limit from an export or audio-routing error.
Send it to the right place
- Account, purchase access or general help: Support, a support ticket or support@anumys.eu.
- Crashes, bugs or unexpected behaviour: issues@anumys.eu.
- Refunds: refund@anumys.eu and the provider-specific refund instructions.
- Support without AI-agent processing: noaisupport@anumys.eu.
Include steps to reproduce, the exact message and relevant screenshots with secrets hidden. For payment access, include the order reference and purchase email. Do not send passwords, private machine keys, API keys, full card details or licence keys.