Frequently Asked Questions

We accept all major credit cards, debit cards, and PayPal.

We offer a full 100% money-back guarantee on all of our individual products within 30 days of purchase. No bulk orders. One refund per person. To receive your refund contact support via email at [email protected]

Additional terms may apply, please review our full refund policy (found here) before purchasing.

Your data will be handled confidentially and encrypted with SSL (Secure-Socket-Layer) secure server software. The encrypted information of your order, your name, address, credit card or bank details cannot be read by any third party. Credit card payments will also be verified through the 3D secure procedure.

Whenever an order has been processed successfully you should receive at least 2 emails; an order confirmation and an email containing your download links.

If you have not received either of these emails, a few of things could have happened:

  • The emails could’ve ended up in your spam folder.
  • The emails could’ve been stopped by the spam filter from your email provider.
  • You could’ve accidentally filled in the wrong email address.
  • You could’ve accidentally made a typo in your email address.
  • The order or the transaction could’ve failed, thus not completing the order.

We recommend customers ensure they are checking the same email account that they placed the order with, then check your spam folder.

Following that, check your bank account to see if a payment was made to Black Lotus Audio or BLA, but please be aware that this might not be a real-time accurate overview depending on the payment method you’ve used.

If you are still having trouble with the order confirmation or download link emails, please send an email to [email protected]

You can find solutions to many common issues in the lower portion of this FAQ.

In the meantime, please make sure you’re using the most recent version of Serum and/or Vital.

To update Serum, you can download the latest version from your account here.

To update Vital, download the latest version from your account page here.

If problems still persist or you have any other difficulties not covered in this FAQ, please send an email to [email protected] that includes the following:

  • The product you’re having issues with
  • The specific issue you’re encountering
  • Any other relevant information (DAW, operating system, etc.)

Our products are immediately delivered via email. You can also access your downloads via your account page at any time.

After ordering, you will instantly receive a confirmation email with all of your order details as well as a separate email that contains all of your downloads. 

Yes, send an email to [email protected] from the email address you placed the order with and we will get you sorted. You can also access all of your downloads via the “Downloads” tab on the “My Account” page.

Yes! All Black Lotus Audio products are 100% royalty-free and cleared for personal use, so you can monetize your music without any worry about us!

For more information, read our Terms And Conditions.

We wrote this guide to show you how to install Vital presets, Wavetables, and Vitalbanks.

To Update Vital, visit the Vital website and log in to your account. 

Once logged in, navigate to the “Downloads” section and select your operating system. For most people, this will be either Windows or Mac. 

Once you click an option, the latest version of Vital will be downloaded to your computer.

After the download has finished, install this new version of Vital by following the prompts given to you by your operating system.

If you have your DAW open during installation, be sure to completely close the program and reopen it after the installation has completed. 

And Voila! Vital should now be updated to the latest version!

To see what version of Vital you have installed, open Vital within your DAW and click the Vital logo in the top left corner of Vital’s main screen.

A splash screen will pop up, and underneath the main “Vital” text you should see text that says “Version 1.0.7”. The numbers here tell you what version of Vital you’re using, and if it’s not the latest version (which can be found on your account page on the Vital website), you might want to update.

Opening a vitalbank within Vital will install a batch of new presets for you to use. 

To open a vitalbank inside of Vital, follow these steps:

  1. Open up Vital’s main menu (The hamburger menu at the top)
  2. Select the “Import Bank” Option.
  3. Navigate to and open your vitalbank file

And voila! Your new presets will have been imported into Vital!

To find these new presets, open up the preset browser within Vital and look for the name of the folder containing your new presets in the browser window in the bottom left corner. Select this folder and you’ll see your new presets within the main browser window!

For more details, read our complete guide on importing Vital presets, wavetables, and vitalbanks here: How To Install Vital Presets

This error indicates the Vital preset or Vitalbank were made with a newer version of Vital than you currently have. Once you update to the latest version of Vital this error message should dissapear.

To update Vital, visit your account page on the Vital website and download the latest version (Which is 1.0.7.). 

Once Vital is updated, quit your DAW and reopen it. Vital will now be updated and the error message will no longer appear.

If you’re trying to import a new sound into Vital and you Vital doesn’t recognize it as a preset or Vitalbank, try the following:

Step 1) Be sure the pack you’ve downloaded and are trying to import is made for Vital. The type of pack you’ve downloaded should have been made clear by whoever made the pack.

If you’re not familiar with the different file types and their extensions, here’s a handy list:

    • Individual Vital Presets: These will have the .vital extension at the end of the file name. Use the “Open External Preset” option in Vital’s main menu to open these. 
    • Vitalbanks: They will have the .vitalbank extension at the end of their filename. Import these using the “Import Bank” option in the main menu.
    • Serum Presets: These presets will have a .fxp extension following their filename and only work inside of Xfer Serum. 
    • MIDI Files: These files are pre-made chord progressions, lead melodies, etc. that you can download and import into your DAW. They have the .mid extension after their filename.
    • Samples: Typically, samples will have a .wav or .mp3 extension. These file types can be imported into Vital by dragging them onto the sampler window.

Step 2) If you’ve determined you are trying to import a Vital preset or bank and you’re still having trouble, try updating Vital by visiting your account page here and downloading the latest version. Once you’ve updated Vital, completely close and restart your DAW and try importing the presets again.

Step 3) If you still can’t import your presets into Vital, contact our support team and we will assist you.

Some users have reported crashes within FL Studio caused by a conflict occurring with Vital VST2 and VST3.

If you’re experiencing irregular crashes due to Vital, try uninstalling either the VST2 or VST3 version of Vital and see if it resolves.

Note: You may have to uninstall Vital entirely and re-install only the VST2 or VST3 version.

We wrote this guide to help you install and use 3rd party Serum presets.

To resolve this issue, log in to your account on the Xfer Records website and click “See Available Downloads” for Serum. Then, download and install the latest version.

In rare cases, users on Windows using FL Studio can have multiple plugin folders/copies of Serum installed on their computer. If you’ve installed the latest version of Serum and are still encountering the error, try opening the FL Studio Plugin Manager (located within the Options menu) and use it to locate Serum. 

If you continue to have issues after updating to the latest version of Serum, contact Xfer’s support team via the contact form located on their website.

By default, your Serum presets folder should be located at “C:\User\Documents\Xfer\Serum Presets\ “ on Windows and Library\Audio\Presets\Xfer Records\Serum Presets on Mac.

If you can’t find your Serum presets folder, try using the “Show Serum Presets Folder” option located in Serum’s main menu.

Go to \Documents\Xfer – you should see a “Serum Presets” folder in there. Look inside the subfolders to see if there are files. If not, then most likely your antivirus software prevented proper files from being created. We recommend either disabling your antivirus software and re-running Serum’s installer, or you extracting the “Serum Presets” from the installer .exe using 7-zip (freeware).

You can update Serum right inside of Splice’s desktop app by clicking the “Update” button.

You can also update Serum by resetting your password on Xfer Records website using the “forgot your password” option. Use the email you started the lease under (your Splice email address) to sign in to this website. Once logged in, you can download the updates from your account page.

We are always looking for talented sound designers, musicians, and content creators to work with us.

Send an email to [email protected] if you’re interested. Be sure to include your portfolio and/or previous works. 


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