ACE Music
Library and exports

A download fails or the exported file will not open

Check plan access, format availability, file preparation, and browser download settings.

Check access and format

Make sure you are signed into the account that owns the song and that the song has finished generating. ACE-Step MP3 can be downloaded on the Free plan; other downloads require paid-plan access. ACE-Step songs do not offer WAV.

Wait for preparation

Notation, MIDI, and other exports may need processing before the file is ready. Wait for the current operation and check any error before requesting another copy.

Check your browser

  1. Look in the browser's downloads list for a blocked, failed, or incomplete transfer.
  2. Allow downloads from the site when prompted. Multiple selected formats may require permission for multiple downloads.
  3. Check your internet connection and available disk space, then retry a failed transfer.

If the file will not open

Check that the download completed. Open audio in an audio player, PDF in a PDF viewer, and MIDI or MusicXML in compatible music software. MIDI and MusicXML describe musical information; they are not the same as the original audio. Download a fresh copy if the file is incomplete.

Converting MP3 to WAV does not improve its underlying quality. See audio formats and score exports for the differences.

Still not working?

Contact support with the song identifier or link, chosen format, browser, error message, and approximate time. Do not include passwords or payment-card details.

Find your UID before contacting support

  1. Sign in to ACE Music and open Create.
  2. On a computer, open the account menu from the account area at the bottom of the left sidebar, then choose Account. If the sidebar is expanded, use the ⋯ button. On a phone, tap your avatar at the top of the page, then choose Account.
  3. Find the UID row and select Copy. If copying is blocked, select the UID text and copy it manually.
  4. Include this UID in your support message, along with the details below.

You can also open the Account page directly while signed in. Your UID identifies your account; it is different from a song ID or an order number. If you cannot sign in or open Account, contact support using your registered email address and say that your UID is unavailable. Do not delay reporting the problem just because you cannot retrieve it.

Permission, Credits, or file preparation?

  • Upgrade requested: Check whether your plan includes the selected download or stem feature. Having Credits does not grant paid-plan access.
  • Insufficient Credits: A first ACE-Step transcription costs 1 Credit; Vocal and Instrumental separation costs 5, and All Detected Stems costs 60. Check your balance rather than repeatedly retrying.
  • Preparing or processing: Wait for the current transcription or file preparation to finish. A waiting status alone does not mean an upgrade is needed. If the task fails, note the error before retrying. For repeated failures, contact support with your UID as described in this article.

For costs and failed-task returns, see Credits usage.