Support

Help is near!
We compiled a list of the most commonly asked questions, and their answers below.

License Recovery

Lost your license key? Enter your email below and we will send you all your license keys.

Plugins

I'm getting an error while installing / trying to update?

We do our best to provide stable software, but bugs do occur. Generally, a quick re-installation using the latest Installers will resolve the error.

If the problem continues, please submit a Bug report (via Plugin > Menu > Bugs) or, Contact Us.

I'm getting a -403 error / install failure when running the Install packages?

First, try a re-installation using the latest Installers (Windows .exe | MacOS .pkg). If the Installer fails, a few solutions are available:

1. Download the latest .zxp for the tool.
2. Download and install a free third-party .ZXP installer
3. Drop the .zxp on the ZXP Installer
4. Restart your Adobe program

The .zxp should Install with success. Your tool should display in the Application Bar > Window > Extensions.

If the problem continues, below is a force install workaround:

macOS force installation:
1. Download the latest .ZXPs for the tool.
2. Rename the .ZXP file to .ZIP
3. Unzip the .ZIP, you will get a Folder.
4. Rename the Folder to com.mtmograph.TEMP (TEMP = motion, boombox or wander)
5. Copy that Folder to
~/Library/Application Support/Adobe/CEP/extensions
6. Restart the Adobe program

Windows force installation:
1. Download the latest .ZXPs for the tool.
2. Rename the .ZXP file to .ZIP
3. Unzip the .ZIP, you will get a Folder.
4. Rename the Folder to com.mtmograph.TEMP (TEMP = motion, boombox or wander)
5. Copy that Folder to:
C:\Program Files (x86)\Common Files\Adobe\CEP\extensions\
6. Restart the Adobe program

If the error continues, please Contact Us. If you'd like a Refund, please use the Refund Form for your money back within 24 hours.

How do I do a manual install? Are there alternate installation methods?

Below is a force install workaround for installation errors:

macOS force installation:
1. Download the latest .ZXPs for the tool.
2. Rename the .ZXP file to .ZIP
3. Unzip the .ZIP, you will get a Folder.
4. Rename the Folder to com.mtmograph.TEMP (TEMP = motion, boombox or wander)
5. Copy that Folder to
~/Library/Application Support/Adobe/CEP/extensions
6. Restart the Adobe program

Windows force installation:
1. Download the latest .ZXPs for the tool.
2. Rename the .ZXP file to .ZIP
3. Unzip the .ZIP, you will get a Folder.
4. Rename the Folder to com.mtmograph.TEMP (TEMP = motion, boombox or wander)
5. Copy that Folder to:
C:\Program Files (x86)\Common Files\Adobe\CEP\extensions\
6. Restart the Adobe program

Your tool should display in the Application Bar > Window > Extensions. If the error continues, please Contact Us.

If you'd like a Refund, please use the Refund Form for your money back within 24 hours.

Do you offer a Trial or, Test version of your tools?

Mt. Mograph does not offer Trial software. Frequent discounts are available and prices are kept modest for the software value.

We are confident you'll love our plugins, and the utility brought to your work. Nonetheless, you can use the Refund Form anytime for your money back.

Thank you for the interest, please Contact support with further questions.

I need to install a tool again, where can download the latest Installers?

Visit the Downloads for all the latest Install packages (.exe / .pkg / .zxp)

Can I use the plugins when I don't have an internet connection?

Mt. Mograph plugins work for an Offline period of 7-days. When the Offline duration expires a License re-verification resets the Offline limit.

Please Contact support with other Licensing questions.

Do Mt. Mograph tools work on the new Apple Silicon chip series (M1, M1X, M2 etc.)?

Mt. Mograph plugins are compatible with Apple Silicon chips.

Can I still use the old Motion v2 script?

If you are still using legacy Adobe software like CS3 — CS6 the old Script version of Motion does work, however we no longer provide the .jsxbin. The Script is deprecated and hasn't been worked on in years; we recommend using the NEW version of Motion built in the new Adobe Extension environment.

How do I share audio files between Boombox projects, and different workstations?

There are a couple methods to share audio files added using Boombox. The latest version of Boombox 2.0 has a Auto-Sync feature that will update File Paths between workstations automatically — so, sharing audio files should be seamless and worry free.

- You can enable Relative Import on the Boombox > Menu > Interface screen, which will Save your sound effect files to your Project Folder. When you share your Project, you can easily package the audio files with the rest of your Project Folder.
- You can also manually Export media Dependencies using native Adobe tools. In Premiere > go to File > Project Manager > Collect All Files and Transfer to New Location — or, in After Effects you can go to File > Dependencies > Collect Files ...

If you have any issues Syncing audio on a new workstation, please Contact Us or, submit an in-panel Bug Report

Orders

Where can I re-download my license key, latest installers and receipt?

Quickly recover your License Key, Order information and Receipt please use our License Recovery Form for fast automatic assistance. Or, if you can always download the latest Installers by visiting the Downloads page.

If you experience any trouble accessing your Order, please Contact Us

What Payment services and methods does your store support?

We use the e-commerce platform Shopify to host our online storefront. We accept the following global payment methods:

- Visa
- Mastercard
- Amex
- Discover
- JCB
- Diners Club
- Elo
- Shop Pay
- Apple Pay
- Google Pay
- Facebook Pay
- Paypal
- coming Q4 2021 → Shop Pay

For more Bulk Orders, special Discounts or alternative Buying methods please Contact Us

Can my company purchase with a Purchase Order (PO), or Invoice?

We have a re-seller affiliation with Toolfarm, a reputable software distributor that can handle alternative Payment methods (including Purchase Orders, International banks, Invoices and, more)

Please visit Toolfarm to use their sales service.

I want a Refund, how do I get my money back?

First, thanks for checking out our tools — we do our best to build awesome software and keep our prices modest, but understand our tools may not be for everyone. We stand behind our products 100% and run a no-questions asked Refund policy and are happy to to issue a full money-back guarantee.

Please send us an email on support@mtmograph.com for assistance on the refund.

License

How many Installations am I allowed with my License key?

All Mt. Mograph tools are sold as Lifetime Licenses, giving you access to all future Updates. At Checkout a quantity called "Seats" is added to your purchase. Depending on the quantity of Seats purchased; that sets the "limit" of concurrent Seats your License can use.

You can also Login, and Logout of your License any time, allowing you to easily move between workstations.

I lost my License key, where can I find it again?

Quickly recover your License Key, Order information and Receipt please use our License Recovery Form for fast automatic assistance.

If you experience any trouble, please Contact Us

I am using Motion 2, can I upgrade to Motion 3 for free or do have to buy it again?

Mt. Mograph is happy to honor your Lifetime License. Please use the Legacy Update Form for fast automatic assistance and to access a free Motion (M³) upgrade.

If you experience any trouble or can't get your free upgrade, please Contact Us

Knowledge

Where can I learn how to use Motion?

Please visit the Motion Guide for a complete overview of Motion (M³).

Where can I learn how to use Boombox?

Please visit the Boombox Guide for a complete overview of Boombox (Bᵇ).

Where can I learn how to use Wander?

Please visit the Wander Guide for a complete overview of Wander (W∞).

For the latest installers and updates — please visit Downloads

Still need help with your question? — please Contact us