Questions about charges, Credits, cancellation, or refunds

Payment succeeded but access is missing

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.

Check whether the payment completed or is still pending, and confirm that the signed-in account is the one used for the purchase. Compare the plan shown on Subscription with the receipt. Do not purchase again solely because access has not appeared.

A charge looks duplicated or unexpected

Record the amount, currency, date, and receipt or transaction reference for each charge. A pending bank authorization may differ from a completed charge; include its status if your bank shows it. Support can investigate without your full card number or security code.

A renewal happened after cancellation

Check the cancellation confirmation, the date you canceled, and the relevant subscription period. Cancellation takes effect at the end of the current subscription period. Provide the confirmation and receipt if a later charge appears inconsistent with it.

An upgrade or downgrade changed the bill

Plan changes take effect immediately. An upgrade can require an immediate prorated payment. A credit from a downgrade is retained for future payments; contact support if you want to request a refund of that balance. Check the amounts shown during the change and on the receipt.

Credits appear incorrect

Check the selected model, generation or split task, task outcome, and the applicable refresh period. Free included Credits refresh daily without accumulation; paid included monthly Credits refresh monthly without carryover. See Credits usage for the schedule and failed-task guidance. Do not assume every delay or unsatisfactory result qualifies for a credit return.

Requesting a refund

Contact support with the transaction reference and reason for the request. Refunds are handled under the Terms of Service, including any applicable mandatory rights. If you are requesting withdrawal under a statutory right, describe the request and relevant purchase details. Refund processing times may vary.

What happens to Credits when you downgrade?

If you switch to a plan with fewer monthly Credits, the extra Credits granted by your previous plan for the current month will be taken back. Review the confirmation before switching. Changing only the billing cycle without changing the plan does not reduce the monthly Credit allowance. Any billing credit from proration is separate from music-generation Credits and goes toward future payments.

What to include in your report

Include your UID, registered email, sign-in method used for the purchase, amount and currency, purchase date and time zone, receipt or order reference, expected plan or credit balance, and any cancellation confirmation. For task charges, also include the song or task identifier and visible result status. Redact unrelated financial information.

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.