Need help? 
We’re here for you.

Find answers to common questions or get in touch with our support team.

Need help? 
We’re here for you.

Find answers to common questions or get in touch with our support team.

A) Installation & Setup

How to install Serum presets

Installing presets for Serum 1 and Serum 2 works exactly the same way.
Follow the quick steps below to add your new sounds to the preset browser.

1. Download & unzip your preset pack

After purchasing, download your files and extract the folder to your computer.

2. Open your Serum Presets directory

You can find it here:

Mac:
/Users/YourName/Documents/Xfer/Serum Presets/Presets/User

Windows:
C:\Users\YourName\Documents\Xfer\Serum Presets\Presets\User

3. Drag your presets into the User folder

Move the .fxp files (or the whole preset folder) into the User presets folder.

4. Restart Serum / your DAW

After restarting, open Serum and go to:
Menu → Presets → User
Your new presets will now appear inside the browser.

How to install sample packs

Installing sample packs is very simple — samples don’t require any software installation.
Just follow these steps:

1. Download & unzip your sample pack

After purchasing, download the ZIP file and extract it to your computer.

2. Choose where you want to store your samples

You can place the folder anywhere you prefer, for example:

  • Your DAW’s sample library
  • An external drive
  • A custom “Samples” folder on your computer

3. Import the samples into your DAW

You can drag and drop the WAV files directly into:

  • Ableton Live
  • FL Studio
  • Logic Pro
  • Cubase
  • or any other DAW

All samples are WAV format and compatible with all major DAWs.

4. Optional: Add the folder to your DAW’s browser

For easy access, right-click in your DAW’s browser (Ableton, FL, etc.) → Add Folder → select your sample pack.

How to install MIDI files

To use MIDI files, simply download and unzip your pack, then drag the MIDI files directly into your DAW (Ableton, FL Studio, Logic, etc.). You can assign any instrument or Serum preset and edit all notes freely. If you purchased a Serum 2 preset pack, additional MIDI clips may also appear directly inside Serum 2 under the MIDI Clip section, allowing you to preview melodies and sequences instantly inside the plugin.

Serum version requirements

All presets work with the latest version of Serum 1 and are fully compatible with Serum 2. When loaded in Serum 2, the presets simply run with the Serum 1 feature set (e.g. 4 macros instead of 8), without affecting the sound in any way. If you purchased a Serum 2 preset pack, please make sure you are using the latest version of Serum 2 to ensure full compatibility and access to all updated features.

B) Download & Access

I didn’t receive my download email

Sometimes there can be a short delay in sending out the download email after your purchase. This happens when PayPal or your credit card provider performs an automatic fraud-check, which temporarily pauses the delivery until the verification is complete. In some cases, this process can take a few hours.
Alternatively, it’s also common that the download email ends up in the spam or promotions folder, so please make sure to check those as well.

How to re-download my purchase

You can re-download your products anytime directly from your customer account. If your download link has expired after a certain period, simply contact us at rafael@soundfactorystore.com and we’ll reactivate your files for you.

Where are my files stored?

Your files are stored in the download link you received after purchase and inside your customer account. We recommend saving your packs to a dedicated folder on your computer or external drive for easy access.

C) Product Information

Which version of Serum do I need?

All presets work with the latest version of Serum 1 and are fully compatible with Serum 2. If you purchased a Serum 2 preset pack, please make sure you are using the newest Serum 2 update to ensure full compatibility.

Do presets work in Serum 2?

Yes. Serum 1 presets load perfectly in Serum 2. They simply use the Serum 1 feature set (e.g., 4 macros instead of 8), but this does not affect the sound quality or performance.

Are all products royalty-free?

Yes. All vocals, presets, samples and MIDIs are 100% royalty-free for personal and commercial use. You can release your music on all platforms without attribution.

License information (clear & simple)

All products come with a royalty-free license. You may use the content in your own music, both commercially and non-commercially. You may not resell, redistribute or claim the raw files as your own.

D) Accounts & Orders

Order not received

If you haven’t received your order confirmation or download email, please check your spam or promotions folder. If it’s not there, contact us and we’ll resend your download immediately.

Invoice / VAT

Your invoice is automatically included in your order confirmation email. If you need a VAT-adjusted invoice or company details added, just contact us and we’ll update it for you.

Changing email / account details

If you need to change your email or account information, contact us with your old and new details. We’ll update your account and make sure all your downloads remain accessible.

Refund policy

Due to the nature of digital products, all sales are final. Once a product has been downloaded, the right of withdrawal expires. If you experience any issues with your download or files, contact us — we’re happy to help and will ensure you receive working files.

E) Technical Issues

My presets don’t show up

This usually happens when the presets are not placed in the correct Serum directory.
Make sure the files are inside:
Documents → Xfer → Serum Presets → Presets → User
After moving the presets, restart Serum or your DAW so the browser can refresh.

My Serum says “Error loading preset”

This error appears when files are incomplete, corrupted, or placed in the wrong folder.
Ensure the preset files remain in their original structure and are located inside the User folder.
If the issue continues, re-download the pack or contact us for a fresh file.

DAW compatibility

All presets, samples and MIDI files are compatible with every major DAW, including Ableton Live, FL Studio, Logic Pro, Cubase, Studio One, and more.
Serum itself must be installed and activated in your DAW for presets to load properly.

Missing files or folder structure issues

If something appears missing, it’s often due to the folder structure being changed during installation.
Make sure to keep all files exactly as they were downloaded and place the folders inside the correct Serum or samples directory.
If any files are actually missing, contact us and we will resend them.

Need help with your Sound Factory products?

Whether it’s Serum presets, vocals, downloads, or installation — send us a message and we’ll assist you.

Thanks for contacting us. We'll get back to you as soon as possible.

Sound Factory

Rafael Beelitz (Founder)
Wackersbergerstr.20
81371 München
Germany

Email

rafael@soundfactorystore.com

Call us

Phone: +491731697840

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