ACE Music
Library and exports

A song is missing, or its share link no longer works

Check the account, Library filters, task status, and deletion before looking for a missing song.

If the song is missing from Library

For accounts registered in ACE Music, Google sign-in and email-and-password sign-in access the same account when the email address matches. If you registered with Google, you can use Forgot password? to set a password. For older ACE Studio accounts, Google and email-and-password accounts remain separate, even with the same email address; use the original sign-in method for the Studio account you want to access.

  1. Open Account and check that you are signed into the account used to create or upload it.
  2. Clear the Library search and check filters such as Liked and Uploads, along with the sort order.
  3. Check whether the task is still processing or failed. A failed request may not appear like a completed song in the normal list.
  4. If the list appears out of date, preserve unsent work and reload once.
  5. Consider whether the song was deleted. If the deletion notification is still visible, use its Undo action.

After deleting a song, you can undo the deletion using Undo in the deletion notification. Once this action disappears, you can no longer undo the deletion. See deleting a song.

If a shared link stops working

Ask the owner to open the song in Library and copy its current Share link again. Check that the URL is complete and the song has finished generating. If the song has been deleted, its sharing link no longer works. Uploaded source recordings and individual stems do not have independent public song pages.

Anyone with the sharing link can listen without signing in. If the link does not open or the audio does not play, record the error and try another browser or network connection. See sharing-link access.

What to include in your report

Include your UID, original sign-in method, song title and identifier or link if known, creation or deletion time and time zone, visible error, and whether the owner or only a recipient is affected. If you are a recipient, provide your own UID if you have an account; do not request another person's password or credentials.

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.

Signed-in users can choose Contact Support. You can also email support@acemusic.ai. Our team aims to reply within two business days. Send passwords, verification codes, API keys, and full payment-card details to no one.