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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WHY AM I NOT GETTING A RESPONSE TO MY SUPPORT REQUEST?
We always reply to emails sent to us. However, sometimes, after sending the reply, we receive an automatic message of delivery failure as the following:
Mail Delivery Failed: Returning Message to Sender

Errors like this are generally encountered when there is an issue on the recipient server, or the intended recipient does not exist on the remote server. It could also be caused by a blacklisted server. For this reason, if you do not see a response to your support request, we invite you to make sure that your mailbox is working properly and to try contacting us again using a second email address, belonging to a different domain.

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.

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, “products support”:
su*****@***********ro.com

or “product info/pre-sale question/web site navigation instructions”:
in**@***********ro.com

All other mails, or mail not sent to the dedicated address as specified above, will be ignored.

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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