Before submit new help-desk case, it is necessary to log-in in your user account in Acustica Audio web-site with the correct user-name with syntax "example@example.com" (without quotes) and your current password, then in the help-desk portal select 'new support ticket'. Keep in mind most users query has already been answered and you can browse them easily using help-desk solutions search engine.

Do not send us emails or reply to a help-desk solution, since the ticket will be created without any property and our help-desk agents will not answer it.


Fill all ticket fields correctly is highly recommended to make help-desk agents able to manage efficient your query.

Below you will able to see an ticket proprieties example, on the left side you will see a ticket proprieties filled in incorrectly, and on the right you will see proprieties filled in correctly.




A - Ticket and case subject.

The ticket subject it is very important and will allow help-desk agents to know exactly the type of query.


B - Aquarius user-name.

Website and Aquarius user-name (with mandatory syntax "example@example.com") it is also very important field, and will allow help-desk agents to find you account, products, and authorizations.


C - Product.

Product is an important field and will allow help-desk agents to manage efficient your query. If your query is no products related, select 'Web-site'.


D - Product type.

Product is an important field and will allow help-desk agents to manage efficient your query.


E -  Order number, discount coupon code, and DAW/NLE.

These three fields are also important to allow help-desk agents to manage efficient your query. If you have not an order enter "000". Please report always the complete DAW/NLE name and version for technical support.


F - Plug-in format in use.

Select ONLY plug-in format(s) in use by the product query. This field is important for technical support tickets.


G - Plug-in architecture, OS, and OS architecture.

These three fields are also important to allow help-desk agents to manage efficient your query, especially for technical support queries.


H - Actions for reproduce the problem, and troubleshooting attempted.

If you are reporting technical issues these two fields are extremely important, to know more about how to report technical problems, read the solution: help us help you (read before submit a support ticket)Do not duplicate the information in these fields.


I - Description.

This field is the top most important field, keep in mind that a clear and detailed explanation of your query will allow help-desk agents to manage efficient your query.


J - Attachments.

Attach all the necessary information to make help-desk agents able to manage efficient your query, including screen captures and/or videos captures, to know more about how to report technical problems, read the solution: help us help you (read before submit a support ticket).


To contact Acustica Audio support go to the ‘Support and Help-desk Section’ in your Acustica Audio account. We do not provide support via social networks, public forums, Acustica Audio forums, or email accounts