ACE Music
Getting started

The page will not open, loads slowly, or playback stutters

Separate page-loading, audio-playback, and generation delays before reporting a connection issue.

A slow page, buffering audio, and a waiting generation are different problems. Identify which one you see before trying fixes.

If a page will not load

  1. Check whether another ACE Music page opens and whether other websites load.
  2. Save any unsent text before reloading the affected page.
  3. Check your connection and, if practical, compare another browser or network.
  4. If you use a VPN, proxy, or content-blocking extension, check whether it affects this site. Follow your organization's network policies and do not disable security protections broadly.

These comparisons help identify the cause; they do not prove that your connection is at fault. A service or regional connection issue can also affect access.

If audio stutters

Try a completed song and compare it with another completed song. Audio from a song still generating may not yet be fully available. Note whether the same section always fails or all audio is affected. Check device volume and the selected audio output if there is no sound at all.

If only generation is waiting

Use generation troubleshooting. Repeatedly refreshing or submitting requests is not a reliable way to shorten generation time.

What to include in your report

Include your UID if accessible, affected page URL, song link where relevant, time and time zone, browser and device, visible error, and whether another page, browser, or network worked. Do not send browsing history or network 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.

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.