ACE Music
Create and edit

Generation fails, keeps waiting, or a reference is not ready

Identify which stage is waiting and gather the right details before retrying a generation.

Uploading, reading a reference, waiting for generation, and producing audio are separate stages. Check the status before submitting another request.

Find the stage that needs attention

  • Uploading: the source file is still transferring. Follow upload troubleshooting.
  • Reading a reference: the file arrived, but its musical content is not ready. Check the reference card and recognition guidance.
  • Waiting or generating: check the current task in Library and wait for the song to finish before listening.
  • Failed: record the visible error and check whether another version from the same request completed.
Library showing generation tasks in the Composing state.

Before trying again

Check Library and clear filters so an existing result is not overlooked. Resolve a failed reference or missing input first. If a task has failed, you can submit a new generation after checking its cost and your balance. Avoid repeated submissions while the original task is still processing. Closing or refreshing the page does not by itself cancel a generation.

There is no fixed completion time for every request. Credit handling depends on the task's outcome; see Credits usage rather than assuming every delay returns Credits.

What to include in your report

Include your UID, selected model, Idea or Custom workflow, song or task identifier if available, time and time zone, visible status, and error screenshot. Say whether the problem affects one request or several. Keep your original inputs so support can request a small reproduction example if needed.

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.

Returning to unfinished work

Create can recover saved input when you return in the same browser tab with the same account within two hours, including some reloads and returns from subscription or payment pages. This is local recovery, not a cloud project or a guarantee that every unfinished action is saved.

Uploads still in progress, an ongoing recording or an AI operation may not be restored. Recovery that falls back to text storage does not include the Assistant’s recorded audio. Keep important text and source files before leaving. Do not rely on recovery after closing the tab, changing accounts or switching devices. Check Library for submitted generations; a Library song is not a complete editable copy of everything that was in Create.