Product Support

We have tried our very best to make our products as easy to purchase and as simple to use as we possibly can. Needless to say that we understand you may have a question you'd like to know the answer to or encounter a problem with one of our wares. If you are having an issue with any of our products we are here to help. Below you can find quick answers to some of the most common issues, alternatively if none of these help feel free to send us a message using the contact form at the bottom of the page.

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F.A.Q

Payments

I've paid for a product, where is it? . . .

After your payment has been successfully sent, you will automatically receive an email with a link to view the purchased package. This email will be sent to the same address you used to pay for an item. Emails are automatically sent within a few minutes of cleared payment, however some can take up to 24 hours to arrive if our system is busy. Be sure to take a look in your Junk folder and check it has not arrived in there by mistake. If you have still not recieved an email after 24 hours be sure to get in touch with us and we can help you out.

What types of payment do you accept? . . .

We accept a number of payment methods, including credit and debit cards (Visa, Mastercard and American Express). Alternatively you can also pay using PayPal.

Do your products include VAT or any other taxes? . . .

All our products prices are displayed excluding VAT or any other tax. As such if you reside in a country that charges additional taxes on digital products, you may see an increased price. This will be displayed clearly at the final checkout stage when our payment provider (Gumroad) has determined your origin of sale.

Why has the price of my purchase changed at the checkout? . . .

Due to new laws introduced by the EU Government, VAT is now charged in the buyers home country for the purchase of digital products. If you reside in a country which charges VAT or a different form of tax on digital products then you will see an increased price. This tax will be automatically calculated and displayed at the checkout stage. Read our blog post on the issue or click here for more information on the EU website.

Why am I being charged in US Dollars? . . .

Our payment provider (Gumroad) processes all transactions in United States Dollars. Our items can be displayed in one of many currencies, but ultimately we charge you the equivalent cost in USD using real-time exchange rates to convert purchases to USD for processing.

Can I send a product as a gift? . . .

Yes! When you want to purchase an item for someone else, there’s a slight variation from the normal checkout process. After you click the purchase button and are on the screen where you enter payment information, click on the small gift icon in the top line. Now you’ll see two new lines two fill in. One for the recipient’s email address, and one for an optional personalised message. After paying, you’ll get a receipt… And the recipient will get an email letting them know that you sent them a gift. Your name and email address will be in the subject of the email. The recipient can then easily download your gift.

What's this ZIP Code box? . . .

If you are being asked to enter your ZIP or Postal code, that means that your credit card provider is asking you to verify that you know the ZIP code or Post code attached to your card.

 

Product Emails

I can't find my product email? . . .

After your payment has been successfully sent, you will automatically receive an email with a link to view the purchased package. This email will be sent to the same address you used to pay for an item. Emails are automatically sent within a few minutes of cleared payment, however some can take up to 24 hours to arrive if our system is busy. Be sure to take a look in your Junk folder and check it has not arrived in there by mistake. If you have still not recieved an email after 24 hours be sure to get in touch with us and we can help you out.

I have lost my product email, can it sent to me again? . . .

Absolutely! Just send us an email using the help form below and we will be happy to send you a new link to your purchased products.

Is there a limit to how many times I can access a purchased package? . . .

No there is no limit on how many times you can view your purchased videos.

 

Video Packages

Can you stream the videos online instead of downloading them? . . .

You can! There is the option to stream our videos right from your purchased product page, where you can simply watch them online without having to download them, simply click 'Watch' and your video will start to play.

Can I download and watch the videos on my phone or tablet? . . .

You most certainly can! This can be done in two ways. You can download the videos onto your computer and then transfer them directly onto your device. Alternatively if you want to access the files and videos directly on your phone or tablet you can use the Gumroad Library Application. This allows you to login and view your purchases and download them directly onto your device to view offline. You can find more information on how to get this installed and setup right here.

My videos are taking a long time to download? . . .

Our videos are presented in the most efficient format possible to help reduce download time. However due to the high definition video quality, each package is still quite large (often 1GB+). So please bear in mind it may take a couple of hours for your download to complete, depending on how fast your internet connection is. Alternatively there is also the option to stream our videos right from your purchased product page, where you can simply watch them online without having to download them.

Is it possible to upgrade to a bundle? . . .

Say you've already purchased a set of tutorials and now you'd like to pick up one of our bundles, but the package you bought is already included. Well good news, we offer bundle upgrades! Get in touch with us using the contact form and the bottom of the page and we'll knock off the price of the packages you've purchased already!

What format are your videos in? . . .

Video tutorials for each package are in '.mp4' format.

I am having trouble playing the videos? . . .

Once downloaded, the easiest way to open any of the video files is to double-click the file and let your computer decide which default application should open the file. MP4 files can be opened with Windows Media Player and iTunes as well as a number of other multi- format media players. If no program opens the MP4 file then you probably don't have an application installed that can view MP4 files. To fix this, we recommend downloading VLC player which is a free, cross-platform multimedia player that will play almost any video format including MP4 files. Alternatively there is also the option to stream our videos right from your purchased product page, where you can simply watch them online without having to download them.


Still STRUGGLING?

If you are having trouble and need more help or would like more information about any of the Music Matters video packages then please send us a message using the enquiry form below.

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