A Note About Support Availability

We’re a small team of musicians who care deeply about our customers. We understand that technical issues can be frustrating, and we’re here to help! However, we kindly ask for your patience and respect when reaching out—our goal is to assist everyone as best we can.

Because we are a small team, we must prioritize support for customers with new products purchased within the one-year warranty period. If you’re outside of that window, we will still try to help, but please understand that response times may be a little longer.

Establishing In-Warranty Status

We offer one year of support for products purchased new from an authorized dealer.

If you purchased your product from Amazon, Reverb, eBay, or other third-party marketplaces, you must include the seller’s name so we can verify if they are an authorized dealer.

For full details about warranties, returns, and replacements, please visit our warranty page.

Important Information to Include with your Request

Please try to submit all of the requested information. Details like your operating system, serial number, and purchase date may seem unimportant, but they help us identify if you're experiencing a known issue and if we have a quick solution for you.

Try These Steps First

Before submitting a ticket, please try the following:

  • 🔹 Having trouble powering on or connecting to the editor? – Check out our MacOS and Windows (includes USB port troubleshooting) connectivity guides. These videos also include instructions on how to run our editors in debug mode, which prints console output that you can include with your ticket to help us troubleshoot your issue.
  • 🔹 Update your software – Check our downloads page to ensure you have the latest version of your device’s editor.
  • 🔹 Refresh your firmware & presets – Using the editor, try forcing a firmware update and loading a factory preset to see if the issue persists.
  • 🔹 Check our video guides – We have a YouTube playlist covering common troubleshooting steps.
  • 🔹 Join the community – Our Facebook user group is a great place to get advice from other KMI users.

Help Us Help You!

When submitting your request, please provide a detailed step-by-step description of how to reproduce the issue. The more information you give us, the faster we can help!

📹 Include a video or screen recording – Seeing the issue in action is incredibly helpful. You can upload videos to YouTube, Google Drive, iCloud Drive, OneDrive, or Dropbox and share a link with us.

When recording your video, please:

  • 🎥 Start from powering on your device or launching the software.
  • 🎥 Show the exact steps to reproduce the issue.
  • 🎥 Include any custom presets you’re using, if applicable.

We truly appreciate your patience and understanding. Our team will do our best to help, and we’re grateful for your respect and kindness as we work through support requests.

Enter your name.

Select the KMI product you are inquiring about.

Enter the serial number for your product -- located on the sticker on the bottom of the product. A valid serial number is required before we respond to a support request.

What operating system are you using?

Please enter the specific version of your operating system and any relevant details about your OS setup.

Please tell us where you are located. This information helps us determine shipping and repair costs in case we need to arrange a replacement or help you find a local service center, dealer or distributor.

Where did you purchase your product from? This is required to establish if your product is in warranty. If your dealer is not listed, please include their contact information in your ticket description.

When did you buy your product? This information helps us determine if your product is in warranty.

Summarize your problem in a few words.

Describe to us how to reproduce your problem. Please be very detailed and provide step by step instructions, or better yet provide a video showing us the problem. Please note, our support resources are limited. Tickets with a complete description of how to reproduce the problem will get a faster response than tickets that only state that there is a problem.

Enter any email addresses you would like copied on this ticket (use commas to separate multiple addresses).

Confirm if you are including a copy of your receipt showing that your product is still within the one year warranty.

Add file or drop files here