ACE Music
Getting started

How to report a problem and contact support

Find your UID and send the details that help the support team investigate your issue.

Start with the relevant help article

Search Help Center for your task or the visible error. For a waiting generation, upload, download, or payment question, use the matching troubleshooting article so you do not have to repeat unnecessary steps.

Contact the support team

When signed in, use Contact Support. If the issue needs human follow-up, provide the email associated with your account. You can also email support@acemusic.ai. Our team aims to reply within two business days; this is a reply expectation, not a promise that every issue will be resolved in that time.

Include these details

  • Your UID, registered email address, and sign-in method (email and password or Google).
  • When the problem happened, including your time zone.
  • The page, selected model, and steps you took.
  • What you expected and what actually happened.
  • The exact error or a screenshot, plus your browser and device.
  • For a song or generation: its link or identifier and the relevant audio timestamp.
  • For an upload: file type, size, approximate duration or page count, and the stage that failed.
  • For billing: receipt or order reference, amount, currency, and purchase date.

Explain what you have already tried. If support needs source material, send the smallest useful example you have permission to share. Do not send passwords, sign-in codes, API tokens, full card numbers, or unrelated personal information.

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.

A message you can use

UID:
Registered email:
Sign-in method (email and password / Google):
Time and time zone:
Page / model / workflow:
Steps taken:
Expected result:
Actual result / error:
Song, task, or order reference:
Browser and device:
Checks already tried:

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.