Question 1

How can I download my order? [updated]

Accepted Answer

To download your orders:

1. Click Log In on the top right of the page (if on mobile, click the white box to open the menu and then select Log In).

2. Log In to your account or select "Sign up with email" and create an account using the same email that you used at the time of purchase. 
IMPORTANT: If you have made multiple purchases with different emails, you will need to create different accounts with each email used. We cannot move orders from one account to another.

3. After you log in, select My Downloads. Download the latest versions of your products here at any time.

4. See the Release Notes tab on a product page for version history.

Question 2

How do I make an account?

Accepted Answer

To make an account:

1. Click Log In on the top right of the page (if on mobile, click the white box to open the menu and then select Log In).

2. Select Sign up with email and create an account using the same email that you used at the time of purchase.  IMPORTANT: If you have made multiple purchases with different emails, you will need to create different accounts with each email used. We cannot move orders or details from one account to another.

3. After you create an account, log in and see things like Order history or download your products at any time.

Question 3

How will I receive updates to presets/bundles?

Accepted Answer

You can download the latest versions of your products from the My Downloads page in your account.

We periodically update presets as needed for new firmware/software compatibility or bug fixes. If we update a preset or bundle you have purchased, you will receive an email with information about the update, and you can download it from My Downloads in your account (you must log in or create an account with the email you used to purchase that product). See the "Release Notes" tab on any product page to view the current release and any updates to a product.

IMPORTANT: Make sure you are subscribed to our website and receive our emails. Check any spam folders if you missed an email. We are not responsible for missed or bounced preset update emails.

Question 4

My presets are not importing correctly, my presets are importing blank, etc

Accepted Answer

1. Be sure to extract/uncompress/unzip the .zip download file after downloading. You must unzip the download before attempting to import.

2. Out-of-date firmware or software is almost always the problem. Make sure that you are on the latest pedal firmware AND edit software. If your pedal firmware and/or edit software (HX Edit, Axe Edit, etc) is not up to date you will likely experience problems when importing presets, like errors on import or presets showing up blank, etc.

After updating the pedal firmware AND edit software, try to import the preset again. If you still experience issues after updating, send us a message through our CONTACT page and we can help.

Question 5

My preset is too loud or too quiet - how do I adjust the volume without changing the tone?

Accepted Answer

For presets on platforms like Line 6 and Fractal pedals, etc., you can easily adjust the master volume on the output block (last block) of a preset without changing the tone or gain structure of the overall preset. Adjust the output level to your needs and then save the preset.

Alternatively, you can also adjust the volume on the cab/IR block or master volume on the amp block, but that may have a tone/gain impact on the rest of the preset, so adjusting the volume on the output block or last block in the signal chain is recommended

Question 6

I'm getting an IR error [Line 6 Pedals]

Accepted Answer

If you are getting the Line 6 error "The IR's associated with the following blocks in the preset could not be found in the impulse library", that simply means the pedal is looking for the IRs in the same IR slots that we had them in in our pedal when developing the preset. All you need to do to resolve this error is:

1) Import the included IRs into the IRs tab of HX/PodGo Edit 
2) Load the IRs into the IR Blocks within the preset
3) SAVE the preset and you won't see that error again - the IRs are now properly linked.

Question 7

I'm not getting any sound out of my preset. What should I do?

Accepted Answer

Make sure you also import and load any included IRs into the cab blocks within the preset. Platforms like Fractal will not pass sound unless the IRs are loaded into the cab slots. After loading the IRs into the preset, save the preset. If the IRs are loaded into the preset and there is still no sound, double-check all of your IN and OUT connections and that the volume is up on your guitar and on the unit.

Question 8

Can I return my digital products for a refund?

Accepted Answer

Please see our return policy here: tonefactor.co/returnpolicy (https://www.tonefactor.co/returnpolicy)
Since digital products cannot be "returned", there are no refunds and all sales are final. We do our best to offer demos and reviews of our products to help you in your selections, and we are here to offer support with a product if needed - feel free to contact us!

Question 9

I got a new pedal, can I exchange my preset?

Accepted Answer

We do not offer exchanges for presets between different pedal platforms because they are designed and sold separately for each specific pedal. If you switch to a different pedal platform, you will need to purchase a new preset that is compatible with your new pedal.

Question 10

How can I redeem my reward points?

Accepted Answer

On the final Checkout Page [not the Cart page], you will see a Points section where you can see the reward points you are earning or choose to redeem any points that you have in your account.
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