FAQs

Q: How do I register with ProTrax? 
A: To register as a user on the ProTrax website, you have to create a member profile. We will need your name, email address, country of residence and a password consisting of at least 6 letters and 1 number. If you have any trouble creating your profile, please contact us at info@protraxonline.com for assistance.


Q: How do I buy something from ProTrax?
A: Click on the 'Start Your Search' button on the home page. Type a keyword in the search box provided, i.e. part of a title, name of artist or movie. If we have anything in the database that matches your request you will see the results. You can now filter your results by language, era and genre to narrow your search. When you find an item that interests you, click on the title or name of the artist to see more details.


Q: How do I add a product to cart?
A: Sign in with your username and password. Find a product you would like to buy. Click on the title to see the song info. Click on Add Track to Cart. Your shopping cart contains all the products that you have selected to buy. Once you've added an item to your Shopping Cart, you can continue browsing until your cart contains all of the items you want to order. You can access the contents of your Shopping Cart at any time by clicking on the cart icon.

Q: Do I need to create a Wishlist?
A: It is easy to create multiple wishlists to plan your future purchases. Your wishlist is a handy place to save all the items you do not want to checkout with immediately. You can move items between your shopping cart and wishlists.

Q: How do I Checkout?
A: To access the checkout page, click on 'go to checkout'. Your product list will appear. If you wish to remove an item click on ‘cart’. Select the products you want to move/remove and click on 'go to checkout' at the bottom right of the page. Click on 'continue to payment' if you are ready to complete your transaction.

Q: What are my delivery options?
A: ProTrax offers 5 convenient methods of delivery:

1: Digital download: Backing tracks are available for instant download on our website. This option is the most efficient way to get your purchases.
2: Email delivery: Backing tracks can be emailed in mp3 format directly to our customers on request if they don’t purchase the backing tracks directly from the website. Users in South Africa are welcome to download our order form on the home page for alternative shipping and payment options.. Other users please contact us for assistance.
3: Speed Services (South Africa only): This is a service offered by the post-office. See downloadable order form for pricing.
4: Courier (South Africa only): This is a door-to-door service. See downloadable order form for pricing.
5: Collect from our Pretoria office: Pretoria customers are welcome to collect their orders from our office in Arcadia.


Q: What are your shipping/delivery fees?
A: See our downloadable order form for shipping options and pricing in South Africa.

Q: Does ProTrax ship internationally?
A: We do not ship parcels to locations outside South Africa. Digital download and email orders are available to all users.

Q: Is it safe to shop with you?
A: We take the security of your payment and personal information seriously. See Section 41 of our Terms and Conditions for more information.

Q: What do I do if I forgot my password?
A: Click on Sign In. Enter your email address or username in the field provided. Click on ‘Forgotten Password’. If we have a matching record in our system a link will be emailed to you where you can change your password. If you don't receive an email register a new account or email us for assistance.

Q: My email address has changed. How do I update this on my current account?
A: Login with your username and password. Go to My Account > Member Profile. Update and save your changes.

Q: How do I use/redeem a gift voucher?
A: Login with your username and password. If you have one or more items in your cart, go to checkout. If you have a voucher credit, you will have the option to 'select voucher' to apply it to a product. Continue to payment to use your voucher. Credit will automatically be used when you checkout.

Q: How Do I Know What Key I Sing In?
A: To determine a suitable key for the song you wish to sing, you need to know what your vocal range is i.e. your lowest and highest comfortable singing note. If you contact us at info@protraxonline.com and supply this information, we will be able to assist you to determine a suitable key before you place your order.

Example: “I am in interested in buying “My Heart Will Go On” by Celine Dion, but I am not sure whether I will be able to reach all the notes. The lowest note I can sing is G below middle C and my highest is the second D above middle C.”

Keep in mind that if you sing a certain song in for example Fmaj, you will not necessarily sing all your songs in that key. It will differ from song to song.


Q: Can I Order The Track In A Different Key Online?
A: Should you need the track in a different key you can simply fill in the “Request Different Key” form or submit your request to info@protraxonline.com. We will check whether the key you’ve requested is available and notify you via email as soon as the key is available for download.

Q: What do I do if I bought a track online and the key is wrong?
A: There are 30 second demos available on all the songs. You are also able to request a demo to be uploaded in a different key. We strongly advise that you make use of this free service to make sure of the key before you place your order. In the event of purchasing a track that is too high or too low, contact info@protraxonline.com for assistance. The cost for a keychange after the initial purchase is ZAR 85. This adjustment will be emailed to you directly as soon as payment is received and your initial purchase is verified.

Q: Do I get a demo recording of the song when I buy it?
A: We do not supply recordings of the original songs under any circumstances. Most songs are available to listen to for free on Spotify and YouTube. If you can't find the original there, we encourage you to support the industry and buy the CD or download the song legally from sites like iTunes!

Q: Do I get the lyrics for the song if I buy it?
A: You can check whether the lyrics are available when you click on the title on the backing track page. We make every effort to supply the lyrics if it is at all available.

Q: Can I download lyrics without buying a track?
A: To protect the rights of the songwriters the lyrics are not available for download without purchasing the track.

Q: What if the lyrics of the song I want is not available?
A: You can check whether the lyrics are available when you click on the title on the backing track page. We make every effort to supply the lyrics if it is at all available.

Q: Am I allowed to record with your backing tracks?
A: Please refer to Sections 19-24 of our Terms & Conditions on the website for details.

Q: Where can I get a midifile?
A: Midifiles of our backing tracks are NOT available or for sale.

Q: Do I get the track with backing vocals?
A: You can check whether the backing vocals are included when you click on the 'more' button. If you would like a quotation from us to record backing vocals on an existing track on the website contact us at info@protraxonline.com with your request.

Q: Can I order backing vocals if it is not available?
A: You can check whether the backing vocals are included when you click on the 'more' button. If you would like a quotation from us to record backing vocals on an existing track on the website contact us at info@protraxonline.com with your request.

Q: Can I listen to the full track before I buy it?
A: The demos are only 30 seconds. If you have a specific request regarding the length of the demo, contact us at info@protraxonline.com.

Q: Can I listen to the demo in a different key?
A: You are welcome to 'request demo' in a different key by sending us your request via the website. We will notify you via email as soon the demo is uploaded in the specific key you've requested. Please note that there may be instances where we will not be able to accommodate your request, due to instrument range limits, live guitars etc. Please allow 24-48 hours for us to get back to you.

Q: Can I buy on credit?
A: We don’t have a credit facility available.

Q: Am I allowed to resell, trade or lend out the tracks I buy?
A: You may not. Please refer to Section 22 (e) of our Terms & Conditions on the website.

Q: If I Buy In Bulk, Will I Get Discount?
A: The price of the tracks on the website is fixed. Please make use of our ongoing specials and bonus offers on the website. If you would like to order a large amount (50+) of tracks in one transaction please email us at info@protraxonline for a quotation.

Q: Can I get different versions of the same song, and only pay for one?
A: I’m afraid not. Listen to the online demos to make sure of the version you prefer before you buy.

Q: Do I need to pay royalties for the tracks I buy?
A: Please refer to Sections 19-24 of our Terms & Conditions on the website for details..

Q: Do you pay royalties to composers and songwriters?
A: Please refer to Sections 12 and 14 of our Terms & Conditions on the website for details.

Q: Can I exchange a track once I bought it?
A: We do not exchange tracks. There are 30 second demos available on all the songs. We strongly advise that you make use of this free service before you place your order. Please refer to Section 8 of our Terms & Conditions on the website for details.

Q: What if I accidentally buy the wrong track?
A: We do not exchange tracks. There are 30 second demos available on all the songs. We strongly advise that you make use of this free service before you place your order. Please refer to Section 8 of our Terms & Conditions on the website for details.

Q: If I’m not satisfied with the quality of the track, do I get a refund?
A: We do not give refunds. Please email info@protraxonline to submit your query.

Q: If the track is faulty, who do I contact?
A: Please email us at info@protraxonline to submit your query.

Q: Can the track be cut to a different length to suit my requirements?
A: We are aware that some singing competitions and eisteddfods have time limits on performances. We will be able to assist with regard to this. Please email us at info@protraxonline with your request.

Q: Can the tempo of the track be changed or altered?
We realize that tempos are not always suitable especially for children. You are welcome to contact us at info@protraxonline with your request.

Q: Can I get a track without the lead solos or instruments?
A: You are welcome to contact us at info@protraxonline with your request. This service is subject to availability and may incur additional charges. 

Q: Can I get a track with the melody line?
A: We realize that tracks are sometimes hard to follow especially for beginners. You are welcome to contact us at info@protraxonline with your request. This service may incur additional charges. 

Q: Can you link two or more tracks into a medley, and what will be the costs?
A: We are able to cut & link as many songs as you like. You still have to pay for each song in the medley. You are welcome to contact us at info@protraxonline with your request. This service may incur additional charges. 

Q: If a track is not on your list, can you get it?
A: We don't have a fixed rate for creating new backing tracks. The cost to create a new backing track is determined by the instrumentation and duration of the track. If you cannot find what you are looking for on our website or catalogue, you are welcome to submit a request for a quotation to have the specific backing track/s created. You are welcome to email the YouTube link or mp3 of the song to us for a quotation. If we already have the backing track you're after or if we're in the process of making the backing track you're interested in, we will notify you as soon as possible. Please allow 24-48 hours for quotations to create new backing tracks. 

Q: How long will it take to make a new track?
New tracks can take anything from 2-6 weeks depending on the availability of the arrangers and the arrangement required.

Q: How much will it cost to make a new track?
A: The cost to create a new backing track is determined by the instrumentation and duration of the track. You are welcome to email the YouTube link or mp3 of the song to us for a quotation. If we already have the backing track you're after or if we're in the process of making the backing track you're interested in, we will notify you as soon as possible. Please allow 24-48 hours for quotations to create new backing tracks.

Q: Can you create a track for my own composition?
A: Yes, we do create professional arrangements of new compositions. You are welcome to contact us at info@protraxonline with your request.

Q: What do I do if I couldn’t download the track within the download window?
A: There is a 72 hour window in which to download your purchase. Should you be unable to complete your download within this allotted time, contact us at info@protraxonline for assistance.

Q: How quickly can I get a track?
A: Once you have completed a successful transaction, you will be automatically redirected to the download page.

Q: How do I download my track?
A: Downloading is the process of copying a file (such as music) from one computer to another across the internet. When you download a song from our website, it means you are copying it from our web server to your own computer. Here's how to download a file from our website. Once your purchase is complete, you will see an available item(s) in the download section. Simply click the download button next to the song you wish to download.



On the next page you will see the download options for the track and the lyrics (if available).


Note:
Some browsers will prompt you to select whether you wish to save or open your download. Saving stores it on your computer for repeated use whereas opening it, will only let you play it once. You may also see a checkbox labelled "Close this dialog box when download completed." If you see this check box, it helps to uncheck this box. You don't have to, but if you do, it will be easier to find the file after you download it.


Q: How do I get my track on CD, once I have downloaded it?
A: Windows users can follow this link:
http://www.7tutorials.com/how-burn-cds-and-dvds-windows-media-player-12
Mac users can follow this link:
https://support.apple.com/kb/PH1747?locale=en_US