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.