Support

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Frequently Asked Questions

The FAQ aims to answer in a very clear and concise manner the most common questions people have about our products. If you don't find the answer to your question here, please submit a ticket.

1. General

1.1 How to change my e-mail?
1.2 Are reFX products 32-bit or 64-bit?
1.3 I no longer want to receive your newsletter.
1.4 I've submitted an order but I can't find my purchase.
1.5 I would like to change the password for my reFX customer account.
1.6 How do cross-selling discounts work?
1.7 My question is not answered here - how can I contact reFX support?

2. Nexus3

2.1 Can I upgrade to NEXUS3?
2.2 Does NEXUS3 require a USB-eLicenser?
2.3 Can I use NEXUS3 while being offline?
2.4 How many computers can I use NEXUS3 on?
2.5 How to buy?
2.6 How do I install NEXUS3?
2.7 Is NEXUS3 compatible with NEXUS2 expansions?
2.8 How to import expansions?
2.9 How to download the free Nexus expansions 'Dance Vol.2', 'ROM Ext.' etc.?
2.10 Can I still load projects in which I used NEXUS2?
2.11 Can I load third-party NEXUS2 expansions in NEXUS3?
2.12 Where can I find the NEXUS3 version history / changelog?
2.13 Where can I buy NEXUS3?
2.14 Can I use Nexus expansions without owning Nexus?
2.15 What are Legacy expansions?

3. reFX Cloud App

3.1 What is the reFX Cloud App?
3.2 I receive an "Unable to connect to refx.com" error message when logging into the reFX Cloud App on Windows.

4. Nexus2

4.1 How do I update?
4.2 When I update, do I need to uninstall the old version of NEXUS2?
4.3 What happens if the USB dongle containing my NEXUS2 license is damaged?
4.4 Do I always need to have my USB-eLicenser inserted when using NEXUS2?
4.5 Do I need a new activation code when re-installing NEXUS2 / installing on a new computer?
4.6 Which expansions are compatible with NEXUS2?

1. General

1.1 How to change my e-mail?

Open a ticket and tell us your new e-mail address.

1.2 Are reFX products 32-bit or 64-bit?

NEXUS3 and the reFX Cloud app are 64-bit only.

1.3 I no longer want to receive your newsletter.

Either click on the link located at the end of each newsletter or log on to your account, then click on 'Profile' and un-check the box next to 'Newsletter'.

1.4 I've submitted an order but I can't find my purchase.

The reFX Cloud app handles everything for you. Simply visit your 'downloads' page to gain access to the app.

If you still can't find your download / product, please submit a ticket and our staff will help.

1.5 I would like to change the password for my reFX customer account.

Visit the login page and click on 'Forgot your password?'. Then follow the instructions on screen.

1.6 How do cross-selling discounts work?

When you buy NEXUS3, you will be given the opportunity during checkout to purchase related expansions in the same order, at a discount.

When you buy an expansion, or expansion-bundle, at full price, you will have the opportunity to buy other expansions of equal or lesser value at a discount, provided that it's ourchased in the same transaction.

1.7 My question is not answered here - how can I contact reFX support?

If your question is not answered here, please open a ticket and our staff will help you.

2. Nexus3

2.1 Can I upgrade to NEXUS3?

If you own a NEXUS2 license, you can upgrade to NEXUS3. Simply make sure you are logged on to your reFX account and you will find your personalized upgrade offer on the NEXUS3 page.

2.2 Does NEXUS3 require a USB-eLicenser?

No, NEXUS3 does not require a USB-eLicenser or any other 3rd party hardware or software. It does require an internet connection to activate and a brief internet connection once every 30 days.

2.3 Can I use NEXUS3 while being offline?

Yes, you can use NEXUS3 while not being connected to the internet. However, you need to connect briefly at least once every 30 days to keep the authorization active.

2.4 How many computers can I use NEXUS3 on?

NEXUS3 can be activated on three of your computers at any time, so you can easily work on your desktop and laptop computers.

For more details, please refer to the NEXUS3 manual.

2.5 How to buy?

  1. On the NEXUS3 homepage, click on the 'Buy now' button.
  2. Enter your payment information and follow the on-screen prompts to complete the order.
  3. Once your payment has been received, your products will be added to your account automatically.

2.6 How do I install NEXUS3?

The reFX Cloud app handles everything for you. Simply visit your 'downloads' page to gain access to the app.

For more details, please refer to the NEXUS3 manual.

2.7 Is NEXUS3 compatible with NEXUS2 expansions?

Yes. All your NEXUS2 expansions are available via the reFX Cloud app and can be used in NEXUS3.

2.8 How to import expansions?

The reFX Cloud app handles everything for you. Simply visit your 'downloads' page to gain access to the app.

For more details, please refer to the reFX Cloud app manual.

2.9 How to download the free Nexus expansions 'Dance Vol.2', 'ROM Ext.' etc.?

The reFX Cloud app handles everything for you. Simply visit your 'downloads' page to gain access to the app.

For more details, please refer to the reFX Cloud app manual.

2.10 Can I still load projects in which I used NEXUS2?

Yes. After upgrading to NEXUS3, your projecst still load using NEXUS3 instead of NEXUS2.

2.11 Can I load third-party NEXUS2 expansions in NEXUS3?

Yes, you can.

As long as you're online and have Nexus version 3.1.0 (or later), simply load the preset and we will do the rest for you automatically.

2.12 Where can I find the NEXUS3 version history / changelog?

You can find it here.

2.13 Where can I buy NEXUS3?

NEXUS3 can only be purchased online from reFX Audio Software Inc. on our website https://refx.com

2.14 Can I use Nexus expansions without owning Nexus?

No - you cannot use Nexus expansions without first purchasing and installing NEXUS3 (the plug-in itself). These expansions are simply intended to add new sounds to your existing NEXUS library, and can not be used on their own.

2.15 What are Legacy expansions?

The Legacy line simply contains older Nexus expansions which have had their prices permanently reduced.

They are fully compatible with NEXUS2 and NEXUS3 and are still supported.

3. reFX Cloud App

3.1 What is the reFX Cloud App?

The reFX Cloud App is a tool for downloading, installing, and managing your reFX products. It is available on your 'downloads' page if your reFX account holds a license for NEXUS2 or NEXUS3.

Please refer to the manual for more information and to the changelog for recent changes.

3.2 I receive an "Unable to connect to refx.com" error message when logging into the reFX Cloud App on Windows.

TLS 1.2 must be enabled in order to connect to our servers.

1) Press the Windows key on your keyboard.

2) Type in "Internet options" in the search field and press Enter.

3) Click on the "Advanced" tab at the top of the pop up window.

4) Scroll down to the "Security" section.

5) Check the boxes next to "Use TLS 1.1." and "Use TLS 1.2" and then click "Apply" near the bottom of the window.

6) Restart the reFX Cloud App and you should be able to successfully log in now.

4. Nexus2

4.1 How do I update?

The reFX Cloud app handles everything for you. Simply visit your 'downloads' page to gain access to the app.

For more details, please refer to the manual.

4.2 When I update, do I need to uninstall the old version of NEXUS2?

No, this is not necessary. Do not uninstall NEXUS2 before installing an update.

4.3 What happens if the USB dongle containing my NEXUS2 license is damaged?

Very important: Do -NOT- throw away the broken dongle.

Depending on whether other licenses are stored on the dongle, you'll need to ship the broken dongle to reFX or to Steinberg. For further information, please log on to your account and open a support ticket.

4.4 Do I always need to have my USB-eLicenser inserted when using NEXUS2?

Yes, you will need to have the USB eLicenser containing your NEXUS2 license inserted in order to use NEXUS2. NEXUS2 will not work if its license is not present.

Please do not remove your USB eLicenser while NEXUS2 is in use, or attempt to open NEXUS2 without the eLicenser plugged in. Doing so will cause NEXUS2 to crash, and may corrupt your project data.

4.5 Do I need a new activation code when re-installing NEXUS2 / installing on a new computer?

No, you will not need a new activation code. Your NEXUS2 activation code is for the one-time download of your NEXUS2 license; once your license has been downloaded, it remains on your USB-eLicenser.

When installing NEXUS2 on a new computer, install normally, skipping only the step where you would enter your activation code to download your NEXUS2 license. Instead of doing this, simply insert the USB-eLicenser that already contains your license.

Keep in mind that although you can use NEXUS2 on multiple computers, you cannot use a single NEXUS2 license on multiple computers simultaneously.

4.6 Which expansions are compatible with NEXUS2?

Newer expansions are comptatible with NEXUS3 only, expansions released prior to the release of NEXUS3 are compatible with NEXUS2 and NEXUS3.

To check if a specific expansion is compatible with NEXUS2, visit the page for that particular expansion. Below the price tag, you find a note about compatibility. If it says "Compatible with N2", it can be used with NEXUS2.