ACE Music
Library and exports

Why do downloads or stems ask me to upgrade?

Understand the difference between plan access and the Credits needed for an operation.

Plan access and Credits are separate conditions. Having enough Credits does not unlock every feature.

Check the operation

  • ACE-Step MP3: available to Free and paid users.
  • Other downloads: require paid-plan access. Available formats depend on the song; ACE-Step does not offer WAV.
  • Stem separation: requires a paid plan and enough Credits for the selected split.

An upgrade message indicates a plan-access requirement. An insufficient-Credits message means the operation needs more Credits. Adding Credits alone does not replace a required subscription.

1. Select a download format. 2. An upgrade prompt appears if your plan does not include the required download access.
1. Select a download format. 2. An upgrade prompt appears if your plan does not include the required download access.

If you already subscribe

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 confirm that you are using the account associated with the purchase.
  2. Check the plan displayed on Subscription and the selected song's model and download format.
  3. If payment succeeded but access is still missing, record the message and contact support instead of purchasing again.

See Pricing for plan features and Credits usage for chargeable operations.

What to include in your report

Include your UID, sign-in method (email and password or Google), expected plan, selected operation and format, song link or identifier, error screenshot, and purchase receipt or order reference if relevant. Do not include full card details.

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.

Permission, Credits, or file preparation?

  • Upgrade requested: Check whether your plan includes the selected download or stem feature. Having Credits does not grant paid-plan access.
  • Insufficient Credits: A first ACE-Step transcription costs 1 Credit; Vocal and Instrumental separation costs 5, and All Detected Stems costs 60. Check your balance rather than repeatedly retrying.
  • Preparing or processing: Wait for the current transcription or file preparation to finish. A waiting status alone does not mean an upgrade is needed. If the task fails, note the error before retrying. For repeated failures, contact support with your UID as described in this article.

For costs and failed-task returns, see Credits usage.