Contacting u-he

Our regular office hours are Monday through Friday:

• General office hours: 9 AM–8 PM Central European Time (CET)
• Customer support hours: 11 AM–6 PM CET

Please note that we are located in Berlin, Germany.

We try to reply to all emails as quickly as possible. Please remember that we are located in Germany and our customer support hours are Monday–Friday, 11 AM–6 PM Central European Time (CET). Depending on the complexity of your request and our volume of support emails, replies can take up to 48 hours. Rest assured we will reply to you as soon as we can.

If you have not received a reply from us, then please check your spam/junk/“promotional” folder, as some mail providers can mistakenly mark our emails as spam. To make sure our emails are delivered, add the following email addresses to your email whitelist or list of trusted contacts.

• support@u-he.com
• anybody@u-he.com

Below are instructions on how to whitelist emails for some email providers. But since everything is subject to change, please ultimately refer to your email provider’s help documents (and let us know) should the following instructions be incorrect.

Hotmail

1. Go to the Mail tab to change over to your inbox
2. Click Options (at the top right) and select Junk e-Mail
3. In the section Safe and blocked senders, select Safe senders
4. Enter u-he.com into the text area and click Add to list

Gmail

1. Go to Contacts on the left
2. Select to Add Contact on the right
3. Enter the eMail addresses mentioned above into the Primary Email field

Gmail also has a Not Spam function, so if you find any eMail from u-he inside your spam folder, please click the little box next to the erroneously filtered messages and click the Not Spam button at the top. The Not Spam button is also displayed at the top of any currently opened spam eMail.

Yahoo

1. Click Options to go to Mail Options
2. Select Filters and choose to Add one
3. In the From header: line at the top, ensure that the dropdown box is set to the contains condition
4. Enter u-he.com into the text area next to the dropdown box
5. Near the bottom, where it says Move the message to, select Inbox from the dropdown box
6. Apply by clicking Add Filter

To retrieve the serial numbers for your purchased u-he products, or to get a new set of download links for your purchased u-he soundsets, all you need to do is submit the email address your products are registered to into the form on the My Licenses page on our website.

Our system will then send an email to your inbox within 1-2 minutes, this email will contain the following information:

• The user name your licenses are registered to
• The serial numbers for your purchased u-he products
• A set of download links for your purchased u-he soundsets

If any licenses appear to be missing from that email:

• If you purchased the missing product/s with a different email address, please contact us and tell us what name and/or email address you used, so that we can merge your various customer records into a single one for your convenience.

By submitting a license transfer request, you start the process of transferring ownership of a u-he license you purchased to another person that is not you.

If you wish to transfer your product/s to a new computer, you don’t need to request a license transfer. Just install the product/s on your new computer, load each product once in your DAW host software of choice, use your license information to authorize the plugin.

Before submitting a license transfer request, please read this FAQ article that explains our transfer rules, and make sure that your license/s can actually be transferred.

If you are still uncertain as to whether or not your license/s can indeed be transferred, or if you have any questions about the transfer process in general that are not answered here, then please contact support before selling the license or submitting a transfer request.

Important: We are not responsible for any agreements or contracts made between third parties, such as you selling your license/s “second hand” to someone else.
To avoid getting scammed out of your license, please make sure you sell on a trusted platform to someone with a good reputation or feedback history there. Please always make sure that you received the money (or other agreed upon compensation) before you submit a license transfer request.
Once your license has been transferred to the new owner, they are the legitimate owner of that license as far as we are concerned. We do not have the right to reverse a successful transfer and “take the license away” from them without the consent of the new owner.

To submit a license transfer request, please use the contact form (“Transfer your license”) or send an email directly to support@u-he.com.

If you use the contact form on our website to request a license transfer, we will reply with a request to confirm that you actually wish to proceed with the license transfer. We do this to make sure that someone else doesn’t submit a request in your name and unrightfully gain power over your license/s.

To avoid this extra step, and to speed up the transfer process, you’re welcome to send an email directly to support@u-he.com from the email address your licenses are registered to. (If the email address of the request doesn’t match the email address your licenses are registered to, we’ll still have to request confirmation.)

We allow our customers to “swap licenses” with other u-he customers. These swaps are subject to the standard transfer rules and we will not start with the swap before both parties haven’t contacted us, told us about the swap, requested the transfer independently, and satisfied any potential prerequisites like providing proof of ownership or purchasing transfer tokens (if so required).
Please note that u-he is not responsible for compensating any price differences between swapped products. If you wish to swap your Zebra2 for someone else’s Hive soundset, then any value compensation is a matter to be solved between you and the other customer.

To submit a feature request, please use the contact form on our support page (“Send a question or comment”) or send an email directly to support@u-he.com.

We will consider every sensible feature request, but even if we like your idea a lot, there is no guarantee that we will ever implement the changes you suggest.

Erratic behaviour in our products, like bugs or crashes, can have many different causes. To help narrow down the possibilities, and to exclude any irrelevant assumptions, please provide as much relevant and precise information as possible.

It will typically help to speed up the diagnosis process if you send us information like this in your initial request:

• The name, version and revision number of the problematic product/s
• The plugin format (AU, VST2, etc.) and architecture (32-/64-bit) of the installed product/s
• The name and exact version number of your operating system
• The name and exact version number of your DAW host software
• The name and exact version number of your audio interface driver
• The sample rate and buffer size at which the problem/s occur/s
• If available, a related crash report your operating system or DAW may have generated
• Short but precise step-by-step instructions on how to reproduce the erratic behaviour
• If available, a summary of results of any tests you may already have performed, e.g. if the problem only appears in an existing project, or also in a new and entirely empty one.

To submit a bug or crash report, please use the contact form (“Send a bug report”) or send an email directly to support@u-he.com.

The contact form does not handle file attachments. If you need or wish to add file attachments to your request, then please send an email directly.

To submit any questions you may have regarding our products or services, please either use the contact form or send an email to our support inbox at support@u-he.com.