The IK forum is not meant for technical support. It is the first information you are presented with in the forum rules: "This forum is not intended for direct company technical support. For support requests, please visit the
IK Multimedia web site."
I am not in the support department and it is more efficient for them to use the ticketed system to assist you (they will use other methods if it becomes necessary but most of the time the system works efficiently). It isn't a cop out to send people to support when necessary, it is to get you to the people who are there to help specifically. I have used IK products for years, but since I'm not in support I would have less knowledge to help in certain cases so having me (or mods/admins there) providing technical support would likely add to the frustration. For example, I'm rarely using windows or certain DAWs these days so I would be less than helpful in those cases.
In any case, I can help have someone take a closer look if you have are not satisfied with a ticket or tickets. Just get me your ticket numbers and IK user name via PM. Thanks!
Though I will make a suggestion regardless of the above :) Make sure you have authorized using the serial number for AmpliTube 4 (not AmpliTube 4 Custom Shop) and that you've opened the Custom Shop application and done a Gear --> Restore My Gear in the AmpliTube section. This is in reference to gear still being greyed out.