Articles on: Getting Started

Contacting Yaeltex Support

At Yaeltex, we're passionate about ensuring your experience with our custom MIDI controllers is smooth, creative, and inspiring. Whether you have a question, are facing a technical challenge, or just need some guidance, our team is ready to assist you.


Before reaching out, we recommend exploring these resources – your answer might be just a click away!


  • Our Knowledge Base (You're here!): We're continuously building this library of articles to cover common questions, troubleshooting tips, and guides for getting the most out of your Yaeltex gear.
  • Yaeltex Community Forum: Check out the forum. Your fellow Yaeltex users are a fantastic source of information and inspiration, and you might find someone who has encountered a similar situation.
  • Dedicated Guides: For specific questions about the design process or software configuration, please refer to our guides for The Factory and Kilowhat.




How to Reach Our Support Team


If you can't find the answer you're looking for, please don't hesitate to contact us directly.



To Help Us Help You Faster


When you contact us, providing details helps us solve your issue much more quickly. Please include:


  • Your Name & Order Number: This helps us immediately find your history.
  • Product Name / Project Name: For custom units, your project name is very helpful.
  • A Detailed Description of the Issue:
    • What were you doing when the issue occurred?
    • What steps can we take to reproduce the problem?
    • What was the expected behavior versus what actually happened?
  • Your Setup Information:
    • Operating System (e.g., macOS Ventura 13.4, Windows 11 Pro)
    • DAW and version (e.g., Ableton Live 11.3.2, Bitwig Studio 5.0.1)
    • Your controller's firmware version.
  • Photos or Videos:

| For hardware issues, a short video demonstrating the problem is often the best way to show us what's going on.


What to Expect After You Contact Us


  1. You will receive an automated email confirming we've received your request.
  2. Our team, based in Buenos Aires, Argentina (ART, UTC-3), will review your request. We aim to respond within 1-2 business days.
  3. We will work with you to resolve any issues and ensure you're happy with your Yaeltex controller.


Thank you for being part of the Yaeltex community. We look forward to assisting you

Updated on: 03/07/2025

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