Help and frequently asked questions
How the Store works and answers to the most common questions about accounts, payments, licenses and downloads.
How it works
- 01Sign in with your accountThe same Key Interactive account you use in the apps. If you don't have one, you can create it in a minute.
- 02Choose and payAdd one or more products to your cart and pay by card on a secure Stripe page.
- 03Find everything in My productsLicense, downloads and subscription management, right away and for good in your account.
Frequently asked questions
Account
Do I need an account to buy?
Yes, you need a Key Interactive account, the same one you use in the apps. It is free: if you don't have one, you can create it in a minute with the Sign in button. We ask you to confirm your email so that your licenses are always tied to you.
I forgot my password: what do I do?
On the Key Interactive sign-in page choose password recovery: you will receive an email with a link to set a new one. The account is the same for the Store and the apps, so the new password works everywhere.
Payments
How can I pay? Is the payment secure?
You pay by card on a secure Stripe page, where you see the methods available in your country. Stripe handles your card details: our Store never sees or stores them.
The payment failed or I closed the page: what happens?
If the payment is not confirmed you are not charged and you can try again from the cart. If you were charged but you don't see the license, wait a few minutes and check “My products”; if it doesn't appear, write to us with the order number.
Can I get an invoice?
During payment you can enter your billing details: address, VAT number, tax code, SDI code or PEC. To request the invoice of an order, write to us with the order number.
Can I ask for a refund?
Yes, in the cases and within the times set out in our rules. You will find all the details on the Refunds page.
Licenses and downloads
Can I try KeyOnAir before buying?
Yes. KeyOnAir works for 30 days without a license and with all its features: just download and install it. When the trial ends you need the license to start playback.
How do I activate the license?
Open KeyOnAir, go to the “License” screen and paste the license text. You find it on the order page, in “My products” and in the email we send you after the purchase.
On how many computers can I use the license?
One license is meant for one computer, the one running KeyOnAir. If you have several workstations, buy several licenses in the same order: you receive one for each, every one with its own code. If you change computer, free the old one in “My products”.
I lost my license: how do I get it back?
It is always available in “My products”: you can copy it, download it as a text file or have it sent again by email.
Where do I download the program?
In “My products”, in the page of the product you bought: you find the versions for every available platform. You need to sign in with your account.
General information
What is the Key Interactive Store?
It is the single place to buy, download and manage Key Interactive products, with one account and one cart. Today you find KeyOnAir, the professional audio player for venues, events and theatre; more products are coming.
Do I need the internet to use KeyOnAir?
No. The license is checked on your computer and the program works without internet. When a connection is available it checks online from time to time that the license is used correctly; the connection is otherwise only needed to buy and download the program.
How do I contact support?
Write to store@keyinteractive.it with the email of your account and, if it is about a purchase, the order number.