How can we help you?

WHY DIDN’T I RECEIVE ANY MAIL AFTER MY ORDER?
Services like gmail, outlook and yahoo block email to protect you from unwanted or malicious email such as phishing, scams and spam. In this case, they are mistaking email that you want for email that you don’t want. If you’re missing our emails it’ s because they have been sent to your spam or junk folder.
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I MADE A WRONG PURCHASE, IS IT POSSIBLE TO GET A REFUND?
In reference to our refund policy you are eligible for a refund only if you have not yet downloaded the product, anyhow the rates applied to the original transaction will not be returned.
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WHY IS MY ORDER ON HOLD?
After a handful of unfortunate problems with fraudulent orders, Psytrance-Pro implemented a fraud filter that goes through a series of checks before processing orders. At times the fraud filter can behave a bit more cautiously than it needs to and will put orders on hold when it shouldn’t! Luckily, this only affects a small percentage of orders.
We manually process all orders flagged for review and do so daily; your order will be released within 1 business day. You will receive an email about your order processing when this process is complete.

WHY THE PRESETS I BOUGHT ARE NOT WORKING?
Each bank of presets works correctly only with the synth with which they were created, this means that if you buy presets for N.I. Massive, they cannot be loaded in Xfer Records Serum or in any other synth, but only and exclusively in Massive.

HOW DOES YOUR POINTS AND REWARDS SYSTEM WORKS?
How to earn points:
-You’ll earn 1 point for every 1€ of completed purchase;
-You’ll earn 10 points for register on Psytrance-pro shop;
-You’ll earn 10 points for review the products you’ll buy.
-10 Extra points for referrals when a user places an order using the referral link

How to use my points:
You’ll benefit of 10€ off on your orders for the subtraction of 100 points from your deposit.
Just hit the “Apply Discount” button in the checkout page for redeem a minimum of 100 points.

Point expiration:
Points be valid for a year starting from the day in which they are assigned.

WHY DOES THE FREE DOWNLOAD PAGE REDIRECT ME TO MY ACCOUNT?
The free download page is restricted to verified users only.
This means that, if your account has not been verified, you will be redirected to your account due to the page content restrictions.

WHAT ARE THE REQUIREMENTS TO VERIFY MY ACCOUNT?
Verification occurs when you register an account using a real personal social account (fake account will be banned) or after a purchase made as logged in user.
If instead you registered at Psytrance-pro using your email, you just need to add any of your social profile link in your psytrance-pro.com account and inform us when done, we will contact you with a short message to verify your account; alternatively you can simply send us a pm through our facebook page:
https://www.facebook.com/PsytrancePro/

Soundcloud is ok too, we will never contact you in the future via the linked channel.
This will just take you a few seconds, but with your action we can guarantee maximun security for our costumers and our shop. Once verified you’ll be able to access to the free downloads page and download all the presets, samples and project for free.

HOW DO I REQUEST VERIFICATION OF MY ACCOUNT?
You can request verification of your account by clicking on the “Request Verification” butoon on the “My account” page

PLEASE READ ALL THE POINTS LISTED ABOVE CAREFULLY BEFORE WRITING TO US. IF AND OLNY IF YOU WILL NOT FIND AN ANSWER TO YOUR QUESTION, WE WILL BE HAPPY TO PROCESS YOUR SUPPORT REQUEST AS SOON AS POSSIBLE. THANKS FOR THE COLLABORATION.
Contact us directly at one of the following e-mail addresses, we will be in touch with you as soon as possible.
Use the right mail according to your need, product support or product info/pre-sale question/web site navigation instructions.
All other mails, or mail not sent to the dedicated address as specified above, will be ignored.

support@psytrance-pro.com
info@psytrance-pro.com

To ensure you receive emails from us regarding verification request, support or our products and services, be sure to whitelist any emails you receive from us or add us as a contact in your address book!

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