How to Contact KeyboardTEK Support

Our Support Team can help with ordering questions, license verification, file access, payment questions, and general troubleshooting for KeyboardTEK programming.

If you need help, contact us as early as possible, especially if your rehearsal, tech, or opening performance is approaching.

Table of Contents

When to Contact Support

What Support Can Help With

What to Include in Your Message

If You Are in Rehearsal, Tech, or Performance

Before Contacting Support

When to Contact Support

Contact KeyboardTEK Support if you need help with:

  • Placing an order
  • License verification
  • Invoices, payment, purchase orders, quotes, or W-9s
  • Download links or file access
  • Corrupt downloads or ZIP files that will not open
  • MainStage setup questions related to KeyboardTEK programming
  • Missing samples or files
  • Playback or KTPlayer questions
  • Questions about what is included with a show
  • Production date changes, postponements, cancellations, or extensions

What Support Can Help With

KeyboardTEK Support can help with KeyboardTEK products and workflows, including:

  • Ordering and product selection
  • Confirming whether a show has KeyboardTEK programming available
  • License verification questions
  • Download and file delivery questions
  • Basic MainStage setup related to KeyboardTEK files
  • General guidance on KeyboardTEK recommended hardware
  • Troubleshooting issues with KeyboardTEK programming files

KeyboardTEK Support may not be able to fully troubleshoot every hardware, macOS, MainStage, audio interface, or keyboard-controller issue because customer setups vary widely.

If the issue is caused by your keyboard, audio interface, computer, operating system, or third-party driver, you may also need to contact the manufacturer or consult that product’s manual.

What to Include in Your Message

To help us respond quickly, please include as much relevant information as possible.

For order or licensing questions, include:

  • Show title
  • Organization name
  • Licensing company
  • Order number, if available
  • Production dates
  • The email address used to place the order

For technical questions, include:

  • Show title
  • Keyboard model
  • Mac model
  • macOS version
  • MainStage version, if applicable
  • Audio interface model
  • Whether you are using 5-pin MIDI or USB MIDI
  • What step is not working
  • Screenshots or photos of any error messages, settings, or physical connections

If You Are in Rehearsal, Tech, or Performance

If your issue is time-sensitive, say so clearly at the top of your message.

Include:

  • The date and time of your next rehearsal or performance
  • Whether the issue is preventing rehearsal or performance
  • What you have already tried
  • The best contact method for a quick response

The more specific your message is, the easier it is for us to identify the issue and help you move forward.

Before Contacting Support

Before contacting support, try to identify where the issue is happening:

  • Is the order approved?
  • Has payment or purchase order documentation been completed?
  • Have download links or file access been sent?
  • Did the ZIP file fully download and unzip?
  • Does MainStage open?
  • Does MainStage receive MIDI from the keyboard?
  • Do you hear sound from any patch?
  • Does the issue happen in every patch or only one patch?

You do not need to solve the issue before contacting us, but this information helps us narrow down the cause.

You may also find these articles helpful:

  • How to Order Programming
  • How License Verification Works
  • How to Pay for Programming
  • Purchase Orders, Quotes, and W-9s
  • When and How Will I Receive My Files?
  • MainStage Quickstart Guide
  • Connecting Your Equipment for MainStage
  • My Keyboard Is Not Responding in MainStage
  • I Don’t Hear Sound in MainStage