E-mail support
Help. Tips & tricks. First-hand info
Before contacting our support, please read the relevant passages in the User Manual as well as checking our FAQ and the user forum to see whether or not your question has already been answered. Please make sure also that you are working with the latest version of Melodyne; this is easily done with the Check for updates command in the Preferences of Melodyne editor, Melodyne assistant or Melodyne essential, or from the Help or ? menu in other Melodyne editions.
To deal swiftly and efficiently with your enquiry, we will need certain details regarding your setup and the version of the program you are using as well as a detailed description of the problem you are encountering. Before contacting us, please have the requisite information (itemized below) to hand.
Contacting us by e-mail
Please address any questions concerning the functioning or compatibility of Melodyne to our Support Department (support AT celemony DOT com). Please help us to help you by including all the requisite information (see below).
Questions regarding the registration, licensing and re-installation of Melodyne should be addressed to our Licensing Department (registration AT celemony DOT com).
The information you need to give us
The details of your setup, including:
- which version of Melodyne you are using — if you are using a Mac, you can discover this by selecting About... from the Melodyne menu; Windows users select Info from Melodyne’s ? menu. In either case, please include the full version number: e.g. 3.1.0.5.
- your serial number — to discover this, select License from the Window menu
- which operating system you are using — include the full version number (e.g. Mac OS X 10.4.9 or Windows XP Family Edition Version 2002 Service Pack 2)
- what computer hardware you are using and its specifications
- what audio and MIDI hardware you are using
- which host application you are using — e.g. Cubase, Logic, Pro Tools etc. (include the exact version number)
A detailed description of the problem, including:
- the context in which it occurred — which windows were open at the time, which functions were active…
- whether or not you have been able to reproduce the error
- how Melodyne reacted — did it display an error message or freeze up?
- what (if any) error message appeared — try to get a screenshot
- whether the error is data-specific — does it only occur with one particular file or data format? Could the audio file itself be at fault?
- whether the error is host-specific — does it only occur when you are working with a specific host application, or have you been able to reproduce it in stand-alone mode or with other hosts?
