Support & FAQ — Installation, Compatibility & Licensing

Installation & Security

macOS: "{{PLUGIN_NAME}} can't be opened because it was not downloaded from the App Store"

This is a Mac security setting, not a problem with the installer — our plugins are fully signed and notarized by Apple. To fix it: open System Settings → Privacy & Security, scroll to the Security section, and next to "Allow applications from," select App Store & Known Developers. Then double-click the installer again. This is the standard macOS default, so the change is safe and permanent.

macOS: "cannot verify that this app is free from malware" / "was blocked"

Open the installer once and click OK, then go to System Settings → Privacy & Security. Scroll down and you'll see a message about {{PLUGIN_NAME}} being blocked with an "Open Anyway" button — click it, then confirm with Open. Alternatively, right-click (or Control-click) the installer → Open → Open, which works without changing any settings.

Windows: "Windows protected your PC" (blue SmartScreen window)

This appears for newly released software until Windows recognises it — the installer is digitally signed and safe. Click More info, then click the Run anyway button that appears. The installer will then start normally.

Windows: "Do you want to allow this app to make changes to your device?"

This is the normal Windows (User Account Control) prompt for any installer. Click Yes to continue — the installer needs this to place the plugin in your shared plugin folders.

Compatibility

Which plugin formats do you support?

PrimeMix Audio plugins are available as VST3 and Audio Unit (AU) on macOS, and VST3 on Windows, plus a Standalone application. They work in any DAW that supports these formats (Logic Pro, Ableton Live, FL Studio, Cubase, Studio One, Reaper, Pro Tools with VST3, and more).

What are the system requirements?

macOS 10.13 or later (Apple Silicon and Intel), or Windows 10/11 (64-bit). A 64-bit DAW is required.

My DAW doesn't show the plugin after installing. What do I do?

Rescan your plugins in your DAW's plugin settings, or restart the DAW. On macOS, plugins install to /Library/Audio/Plug-Ins/ (VST3 and Components). On Windows, VST3 installs to C:\Program Files\Common Files\VST3. Make sure your DAW is scanning those folders.

Licensing & Activation

How does activation work?

After installing, open {{PLUGIN_NAME}} in your DAW and enter the license key from your purchase confirmation email. An internet connection is required for the initial activation.

Can I use my license on more than one computer?

Please refer to your purchase terms for the number of activations included. If you need to move your license to a new machine, contact us at {{SUPPORT_EMAIL}}.

I lost my license key.

Email us at {{SUPPORT_EMAIL}} with your purchase details and we'll resend it.

Troubleshooting

The installer won't open or the download seems incomplete.

Make sure the download finished fully, then try again. A partial download can cause the installer to fail.

The plugin crashes or won't load.

Confirm your DAW is 64-bit and your operating system meets the requirements above, then rescan or reinstall. If it persists, contact us with your OS version, DAW, and plugin version and we'll help.

Contact

Still need help?

Email us at {{SUPPORT_EMAIL}} and we'll get you sorted. Include your operating system, your DAW, and the plugin version so we can help faster.