FAQ

Find answers to common questions about Areal products, including the SR1 Spatial Reference headphones and the Upmix Engine. For questions not covered here, check out our documentation pages or contact our support team directly. We’re dedicated to helping you achieve accurate spatial placement and mixing for any immersive audio project.

Orders & Webshop

We aim to get your Areal products to you as quickly and reliably as possible. Estimated delivery times are:

  • Belgium & Netherlands: Next business day

  • Within the EU: 2–4 business days

  • Outside the EU: 3–5 business days

All products are shipped to the address you provide when placing your order. Areal works with trusted third-party delivery partners to ensure your order arrives safely.

Delivery times are approximate and may vary slightly depending on your location, customs procedures, or unforeseen circumstances. In the unlikely event of a delay, we’ll contact you immediately and work with you to arrange a new delivery date.

All shipments include tracking so you can monitor your delivery every step of the way.

Once your order has been shipped, you will receive a tracking link via email.
This lets you follow your delivery from our warehouse to your door.

If you haven’t received a tracking email:

  • Check your spam/junk folder

  • Verify your shipping address

  • Contact our support team with your order number, we’ll help locate your package

Yes! You have the right to withdraw from your purchase within 14 days of receiving your product, without giving a reason.

  • You are responsible for the return shipping costs and any duties or taxes.

  • Products must be returned in original, undamaged packaging and in a normal condition.

  • Refunds will be issued within 14 days after we receive your returned product.

You can exercise your right of withdrawal via the cancel button on our webshop, by email, or by using the model withdrawal form.

We offer secure payment options at the moment of purchase, including:

  • Credit/debit cards (excluding Amex)

  • Bancontact

Prices on our webshop include local taxes where applicable, but we cannot predict customs duties or import fees for orders outside your country. These additional charges are the responsibility of the customer and will be collected by your local customs authorities upon delivery.

All payments are securely processed, and you will receive an order confirmation email once your payment is successful.

SR1

 By default, the SR1 uses the following input channel mapping in 7.1.4 mode:

  1. Left
  2. Right
  3. Center
  4. LFE
  5. Surround Left
  6. Surround Right
  7. Rear Surround Left
  8. Rear Surround Right
  9. Top Front Left
  10. Top Front Right
  11. Top Rear Left
  12. Top Rear Right
  • Check that the controller is connected directly to a free USB port on your computer, and not through a passive USB hub.
  • Your computer may not supply enough power through the USB bus. In this case, connect a dedicated 12 VDC power supply to the controller’s 12 VDC input.
  • Ensure the controller is connected directly to a free USB port and not through a passive hub.
  • On macOS: did you click Allow Accessory the first time you connected the SR1? If not, unplug the USB cable, reconnect it, and allow the accessory when prompted.
  • Set the SR1 USB Mode to Remount USB and switch between modes A–B–C–D to trigger remounting.
  • Try another USB port on your computer. 
  • Restart your computer and power-cycle the SR1 by unplugging and reconnecting the USB cable and power adaptor. 
  • Check the latest system requirements to confirm that your operating system is supported.
Verify that the SR1 is set to mode C (5.1) or mode D (7.1.4).
  • Make sure the SR1 controller is powered and connected to your computer.
  • Check that the SR1 is selected as the audio output device in your computer or software settings.
  • Verify that audio is playing and that the output meters on the home screen show activity.
  • Ensure the headphone is properly connected to the magnetic multipin connector.
  • Confirm that the output volume is raised to an audible level

If the Left and Right channels are swapped:

  • Check the orientation of the headphone, the side with the cable should always be worn on the right.

If the Right and Center channels are swapped:

  • Check the Channel Order setting in the SR1 controller menu and switch between SMPTE and FILM.
If other channels are incorrectly mapped, either:
  • Set USB Mode to Remount USB and change formats with the A–B–C–D buttons to remount, or
  • Use Keep USB 12 Ch mode and manually assign outputs in your system:
    • On macOS, use the Configure Loudspeakers menu within the Audio MIDI Setup
    • In your DAW or audio software of choice, manually route the outputs.
    • On Windows, use the Configure menu within the More sound settings menu.
    • For 7.1.4, use Dolby Atmos Renderer (standalone of plugin).
The dB SPL is calibrated using the Dolby Atmos calibration sequence. Meaning the dB SPL represents the pink noise output of one simulated speaker. The Left channel is used as reference.

When all other troubleshooting steps, including those in the manual, have been tried without success, a factory reset may be required.

  • Always try to power-cycle the SR1 before performing a factory reset.

To perform a factory reset:

 

01 .  Press the rotary encoder to open the settings menu.

02 .  Navigate to Info → Factory Reset.

03 .  Confirm the reset by pressing the encoder again.

SR1 Documentation

Access the SR1 user manual and quick start guide and begin your immersive journey with spatial precision.

View SR1 Documentation

STILL STUCK?

If this page didn’t answer your question, we’re here to help.
Reach out to: support@areal.world