Support
How can we help?
Find answers to common setup and billing questions below. For anything else, email us directly — we typically respond within one business day.
Contact support
Email us at [email protected]. We typically respond within one business day.
When writing in, please include: your OS version, your audio device name, the app version, and a short description of the issue.
Common setup issues
No audio in Retuner Pro
- Windows: Confirm audio from your music app is routed into the Retuner Input / VB-CABLE device. Check "App volume and device preferences" in Windows Sound settings.
- macOS: Confirm BlackHole is installed and Retuner Pro's Live routing toggle is on.
- Fully quit and reopen Retuner Pro after any audio driver change.
No output to speakers
- Open Retuner Pro and confirm the correct speaker or headphone output is selected inside the app.
- Make sure the volume inside the app is not muted or at zero.
Windows installer won't open
- Right-click the installer and choose Run as administrator.
- If Windows Defender blocks it, click "More info" then "Run anyway."
- See the full Windows installer troubleshooting guide.
Duplicate or echo audio
- macOS with Loopback: disable the monitor output inside Loopback.
- Windows: check that "Listen to this device" is not enabled for CABLE Output in Windows Sound settings (Recording tab → CABLE Output → Properties → Listen).
License and billing
- License key not arrived? Check spam. Allow up to 10 minutes after purchase.
- To activate: open Retuner Pro → Account screen → paste key → Activate.
- Moved to a new computer? Deactivate the old device from the Account screen first, or email support.
- Manage subscriptions: open Retuner Pro → Account → Manage subscription (opens Stripe portal).
macOS setup
- Install BlackHole first, then open Retuner Pro.
- If BlackHole doesn't appear, restart your Mac after installation.
Frequently asked questions
How do I restore my previous audio setup after disabling Retuner?
Disabling Live routing in the app immediately restores your audio setup. On Windows, the system default output is returned to what it was before. On macOS, the output device is handed back. No reboot needed.
Can I activate my license on two computers?
Yes. All plans allow two simultaneously active devices. Activate on the Account screen in the app. If you need to move to a new device, deactivate one from the Account screen first, or contact support.
I lost my license key — how do I recover it?
Open Retuner Pro → Account screen → use "Restore purchase" and enter your purchase email address. A key resend option is also available. If neither works, email support with your purchase email.
How do I cancel my subscription?
Open Retuner Pro → Account screen → Manage subscription. This opens the Stripe customer portal where you can cancel or change your plan at any time. Your access continues until the end of the current billing period.
Does Retuner Pro collect or transmit my audio?
No. Audio processing happens entirely on your device. No audio data ever leaves your computer. See the Privacy Policy for full details.
Compatible virtual audio drivers
- macOS: BlackHole (recommended) — existential.audio/blackhole
- Windows: VB-CABLE by VB-Audio Software (Retuner Pro can install this automatically) — vb-cable.com
- Other compatible virtual lines detected automatically if already installed
VB-CABLE is free donationware. If Retuner Pro installs it on your behalf, please consider donating to VB-Audio Software at vb-cable.com.