Question 1

I can't log in. What should I do?

Accepted Answer

If you're experiencing login issues, it may be related to your cookie settings. Please try using Chrome and logging in via incognito mode.

Question 2

I get a 'link error' message. How can I fix this?

Accepted Answer

Please ensure that the provided file or link is valid. Currently, only YouTube and SoundCloud links are supported.

Question 3

My result stays 'In Queue' and doesn't proceed. What should I do?

Accepted Answer

This can happen when other users’ requests are being processed. If it lasts over an hour, please try again later.

Question 4

I received an 'Instrument Not Found' message. Why?

Accepted Answer

This can occur if the selected mode does not match the track type, or if the track is too short for analysis.

Question 5

It says 'No similar track found.' What does this mean?

Accepted Answer

This message appears when no similar tracks are found in our database. We continuously improve our analysis coverage.

Question 6

I clicked the start button, but nothing happens.

Accepted Answer

This may be due to a temporary server issue. Please try again later or contact support.

Question 7

An error occurred. What should I do?

Accepted Answer

If the issue persists, please contact our support team via inquiry.

Question 8

I want to pay as a team.

Accepted Answer

Please contact us via inquiry and select the Business or Team Plan category.

Question 9

How can I request a refund?

Accepted Answer

Please log in with the purchasing account and submit a refund request via Support.

Question 10

What is your refund policy?

Accepted Answer

Refunds are available within one week of purchase if the service has not been used.

Question 11

Why is my card declined?

Accepted Answer

If your card continues to be declined, please contact your card issuer for details.

Question 12

How do I cancel my subscription?

Accepted Answer

You can cancel your subscription from My Page under the Billing tab.

FAQ