FAQ & Support
Quick answers for buying, signing in, downloading, licensing, and using Decknics products.
Email support
Send your account email, product name, and what happened.
[email protected]Pricing, cart, and checkout
Use the Pricing page to choose products, add them to cart, and check out securely.
Where do I buy Decknics products?
Start on the Pricing page. You can add Live Requests, Decknics Scratch, and Crate to Crate to the cart from there.
Can I buy more than one product at once?
Yes. Add the products you want to the cart, review the total, then continue to checkout.
How do trials work?
Live Requests has a 14-day trial path. Decknics Scratch can offer a 7-day trial download path. The cart and checkout should show the trial timing and what happens after the trial.
Will I get a receipt?
Receipts and payment notices are handled through the checkout and email system attached to your Decknics account email.
Where can I read the terms before buying?
Read the Legal Terms. Checkout includes a terms agreement reminder before purchase.
Login, downloads, and licenses
Your products, downloads, licenses, and subscription access are attached to your Decknics account.
Where do I see what I own?
Sign in and open My Account. The Products tab shows the products currently attached to your account.
Where are my downloads?
Downloads appear in the Products tab for products your account can access. If you are not logged in or do not own the product, downloads stay hidden.
How do I get my Decknics Scratch license email again?
Open the Products tab in your account and use the Scratch email action. If it still does not arrive, email [email protected] from the purchase email.
Why does my account not show a product I bought?
Make sure you are logged in with the same email used at checkout. If the product still does not show, contact support with the checkout email and product name.
How do I log out?
Use the Login/Logout button in the site header. The main website should stay logged out after you choose logout.
Product help
Start here if you are trying to understand what each product does or where to open it.
What is Live Requests?
Live Requests is a QR request, tipping, queue, monitor, analytics, and overlay system for DJs, bands, karaoke, and live performers. Open it from Launch Live Requests after signing in.
How do guests send requests?
Create an event in Live Requests, share the QR/request link, and guests can request from your selected library, Spotify-style search flow, or open requests depending on your event setup.
Do tips work for every request type?
Tips are designed to be available across the request modes when tipping is enabled and Stripe is connected for the event.
What is Decknics Scratch?
Decknics Scratch is a Mac AU and VST3 plug-in for loading samples, cue points, triggers, loops, scratch movement, MIDI, and automation inside your DAW.
How do I activate Decknics Scratch?
Use your purchase email and license key inside Decknics Scratch. Your account can also send the license email again if needed.
What is Crate to Crate?
Crate to Crate is a Mac desktop utility for moving DJ library organization between supported DJ workflows such as Serato, DEX4, Traktor, and Rekordbox.
If something does not work
These are the checks that solve most account, cart, download, and Live Requests issues.
The cart looks wrong or an item came back.
Remove the item, refresh the cart, and try again from the Pricing page. If it still comes back, contact support with the product name and browser.
I am logged in but checkout or account does not recognize me.
Open My Account first and confirm your email. Then return to the cart. If the issue continues, log out, log back in, and retry.
I cannot download a product.
Downloads require the correct logged-in account and product access. If you bought the product and still cannot download it, email support from the purchase email.
My Live Requests event or request page is not opening.
Confirm you are logged in, then open Live Requests from the header. If a requester page is unavailable, check the event status and event time window.
What should I include in a support email?
Include your Decknics account email, product name, browser, device, what you clicked, what you expected, and any error message you saw.