Frequently Asked Questions

There is no activation code to redeem. We deposit the license straight into your iLok account.

Enter your iLok account name in the PACE field at checkout. If you missed it there, add it to your account on our website and the license follows. Write to info@audiokids.it if anything gets stuck.

Install the plugin, then launch your DAW (Pro Tools, etc.) and instantiate the plugin on a track or open it in AudioSuite (Pro Tools). A PACE / iLok splash screen will appear — click Try. The 15-day trial license is deposited automatically into your iLok account, and the plugin runs immediately. Undertone 2 and Undertone Lite need an iLok dongle v2 or v3 to run.

For a standalone app, trial activation is queried on startup.

You only get the splash screen on first launch. Write to us for further support.

It depends on the product. Undertone 2 and Undertone Lite currently require a physical iLok USB key (v2 or v3) for license activation. All the other products also work with Computer-based licenses. iLok Cloud licenses are not yet supported.

This usually means the code was redeemed onto an iLok account previously and we need to revoke it before you can re-redeem. Contact support with your iLok username and the activation code, and we'll help.

Yes. We offer 50% off to students enrolled in sound/music-related courses, teachers, and institutions.

Full terms and the request form are in the Educational Licences Form (PDF).

EDU licenses are deposited manually after we receive the filled form + proof of enrollment, so allow us 1-2 working days.

No. We don't run seasonal promotions. Pricing is the same year-round, so any time is a fine time to buy.

Undertone 1 owners can upgrade to Undertone 2 for 89 EUR + VAT (if applicable). The upgrade requires you to surrender your Undertone 1 license in iLok License Manager when you redeem the upgrade code.

If you have multiple Undertone 1 licenses, each one upgrades individually.

Yes. Undertone 2 includes Undertone Lite — when you own Undertone 2 you can use the Undertone Lite plugin as well, so you can reach for the lighter, smaller interface when you only need simple fills. Presets are fully cross-compatible: Undertone 2 reads Undertone Lite presets, and Undertone Lite reads Undertone 2 presets (Undertone Lite reads only the first slot from Undertone 2).

VAT is charged at checkout on every EU order, business orders included — there is no automatic exemption at checkout.

Enter your company details under Billing information in the cart before you check out, so we can issue the correct invoice. If you are an EU business (B2B) you may be eligible for a VAT refund: write to info@audiokids.it with your VAT details and your order number and we will assist you.

Yes — for larger orders (typically 3+ licenses) we put together custom quotes. Write to us with the number of seats, whether it's for individual users or a shared studio iLok, and your country/billing context, and we'll come back with a quote.

If you need an invoice, please contact us at info@audiokids.it. EU business customers (B2B) may also be eligible for a VAT refund — include your VAT details in the message and we will assist you.

In the cart, under Billing information, before you go to checkout. Switch to Business if you are buying as a company and fill in your company name, VAT number, PEC and SDI code.

The checkout itself has no field for any of this, so anything not entered in the cart has to be sorted out by email afterwards.

Yes. Undertone 2 is native Apple Silicon. Undertone 1 needs to run under Rosetta on Apple Silicon Macs.

• They are Mac-only currently. We're aware of the demand; we don't have a firm Windows timeline.

• Scraper: yes — immersive and surround formats up to 9.1.6 (5.0.2, 5.1.2, 7.0.2, 7.1.2, 5.0.4, 5.1.4, 7.0.4, 7.1.4, 7.0.6, 7.1.6, 9.0.4, 9.1.4, 9.0.6 and 9.1.6), with correct channel order and metadata on export. In Pro Tools, reading that immersive channel metadata correctly requires Pro Tools 2026.4.0 or later.
• DragOut 2: up to 7.1.2.
• Undertone 2 and Undertone Lite: up to 7.1. Wider channel formats are not yet supported, but we've had several requests and we're considering it. Let us know your use case if you'd like to be heard on this.

Check your email, including the spam folder, for the order confirmation and for the separate email carrying your download. You can also request the current installer at any time from the Downloads page. If neither works, write to us with your order number.

In order:

1. Confirm a license is active in iLok License Manager (full or trial).
2. Quit the DAW, delete the DAW Plug-in Cache in your DAW Preferences folder, restart the DAW.
3. Verify the plugin file landed at /Library/Application Support/Avid/Audio/Plug-Ins/, '/Library/Audio/Plug-Ins/VST3 or /Library/Audio/Plug-Ins/Components.
4. Make sure you're looking in the right place — some plugins are AudioSuite-only (e.g., DragOut), others are real-time inserts. Check both menus.

If none of these resolve it, write to us with your DAW version, OS version, and Product version.

Typically within 24 hours on weekdays. We're a small team, so occasional delays are not deliberate — every email gets read eventually, and we'll get back to you.

For technical issues / bugs, the more diagnostic info you include up front (Pro Tools version, macOS, plugin version, screen recording), the faster we can help. See "How do I report a bug?" below.

Write to us with as much of this as you can provide:

• DAW (Pro Tools, etc.) and its exact version
• OS version
• the plugin version (visible in the plugin's About panel or installer name)
• Track type and channel format (mono / stereo / 5.1 / 7.1 / etc.)
• A short screen recording or screenshots if the issue is visual
• The steps to reproduce the issue
• The contents of /Users/USERNAME/Library/Logs/Audiokids/the plugin/ — just attach the most recent log file.

The more of this you send up front, the faster we can reproduce and fix.