Cakewalk Technical Support Policies
Complimentary technical support is available to all registered owners of Cakewalk products.
In order to qualify for technical support for any Cakewalk product, your product must be registered.
All registered owners qualify for complimentary email support, select products
qualify for phone-based technical support in addition to email support. Phone based technical support is only available to
registered owners of the following products:
- SONAR V-Studio 700
- V-Studio 100
- Cakewalk Audio/MIDI Interfaces
- Cakewalk Desktop Monitors
- SONAR 8.5
- SONAR 8
- SONAR Home Studio 7
- SONAR Home Studio 6
- Guitar Tracks Pro 4
- Dimension Pro
- Rapture
If your product is not listed above you are still eligible for complimentary e-mail support.
Note: LE versions of our products and Music Creator are only supported through e-mail.
Technical support is only for assistance with technical issues regarding your Cakewalk product. To better serve the needs of
all users technical issues and ensure that all users are assisted as quickly as possible we are unable to offer how-to or
tutorial services with using your Cakewalk product. We will be happy to point you in the direction of the appropriate documentation
to help get you started as well as suggest other helpful resources.
Your product serial number is required to verify your registration. Please be sure to have it ready when calling or emailing.
If you are not sure what your serial number is you can check it from within your Cakewalk software program by
clicking
Help | About. For Cakewalk hardware products your serial number can usually be found on sticker
on the bottom or back of the unit.
If you are outside of the United States Product support is available in most countries from your local Cakewalk distributor.
In addition to being able to assist you in your native language, your local distributor will have the most accurate pricing
and availability information.
Hours of Operation and Contact Information
Phone based technical support is available Monday through Friday 9:30 AM to 8 PM Eastern time and closed daily
from 2 to 3 PM. Phone Support is available at
(617)-423-9021. In addition to our regular phone support options we also
offer a dedicated V-Studio support line.
Please Note: the V-Studio Premium line closes at 5:30 PM Eastern time.
V-Studio users calling after 5:30 PM should press the SONAR option when calling. Email support is available 24/7. Most web inquiries are replied
to within two business days, however during periods of high call volume or holidays response time may be slightly longer.
Cakewalk phone support is closed for observance of the following holidays:
- New Year's Day (January 1)
- Martin Luther King, Jr. Day (third Monday in January)
- Presidents' Day (third Monday in February)
- Memorial Day (last Monday in May)
- Independence Day (July 4)
- Labor Day (first Monday in September)
- Thanksgiving (fourth Thursday in November)
- Christmas Eve (December 24)
- Christmas (December 25)
If you are having trouble with registration, require pre-purchase information or need help with
an order you made on the Cakewalk store our friendly customer service team is here to help. Customer service is available
from 9 AM to 8 PM Eastern time Monday through Friday
Cakewalk customer service is closed for observance of the following holidays:
- New Year's Day (January 1)
- Martin Luther King, Jr. Day (third Monday in January)
- Presidents' Day (third Monday in February)
- Memorial Day (last Monday in May)
- Independence Day (July 4)
- Labor Day (first Monday in September)
- Thanksgiving (fourth Thursday in November)
- Christmas Eve (December 24)
- Christmas (December 25)
We understand how connected our users feel to our products and the Cakewalk community, to that end we
provide you with ways to directly involve yourself in the design & development of current and future products. If you have
a great idea for a feature and you would like to see us implement it, let us know.
We work hard to provide you with the best products possible. Unfortunately, despite our best efforts the occasional defect
does slip through the cracks and into a release. It is very important for us to resolve these issues, whether it be in a patch/update
or in a future version.
If you have experienced something in one of our products that you would like to tell us about, or would like to check the status
of a report you have already submitted to us you can do all of this online.
If you are a developer interested in creating products that are compatible with Cakewalk products or Cakewalk
supported standards the Cakewalk DevXchange includes comprehensive development resources on topics such as ACT, Control Surface
Support and the SFZ file format.
