Contact Support
Open Contact in the site footer or go to /contact, then use Send Email. The published support address is [email protected], and the Contact page asks you to write from the email registered to your account.
The official product domain is aimusicgen.ai—it ends in .ai, not .com. The Contact page says replies typically arrive within 24 hours, though investigation time depends on the issue and the evidence available.
What support handles
The Contact page lists technical issues, feature requests, and general inquiries. It also directs account holders to email support for payment, subscription, and free-credit problems.
The published free-credit policy does not allow creating multiple accounts to claim additional free credits. If the correct account is missing credits, report that account rather than opening another one.
Include the right identifiers
Choose only the details relevant to the issue:
| Issue | Include |
|---|---|
| Music or audio task | Page, action, model, task ID or Music ID, final status, approximate time |
| Image or video task | Mode, model, visual/video ID, reference mode, ratio or resolution, final status |
| Missing library item | Item title/ID, expected Workspace or Album, filters checked, Trash checked |
| Credit balance | Balance before and after, action, displayed cost, task ID and final status |
| Subscription | PayPal or Stripe, subscription ID, plan, status, current-period end |
| One-time payment or refund | Provider, transaction/order reference, amount, currency, date, payment status |
| Commercial License | Plan interval, General or Specific, Music ID, completed state, displayed eligibility or credit message |
| Profile or sign-in | Registered email, field or sign-in method, exact validation text—never a password or code |
Use a reproducible report
Write the message in this order:
- Expected: the result or state you expected.
- Observed: the exact behavior, status, and complete visible error.
- Steps: the page and control sequence that produced it.
- Inputs: model, mode, important settings, and safe file facts.
- Identifiers: task, song, asset, video, subscription, transaction, or order ID.
- Time: approximate date, time, and time zone.
- Environment: browser, device, and whether one normal reload changed the result.
Example:
On AI Music Generator → Custom → Extend, I expected a continuation after 02:14. At about 14:35 UTC+8, the submitted task changed from Processing to Failed and showed “[…]”. Model: […]. Source Music ID: […]. The 03:22 source plays normally. The displayed balance changed from […] to […].
This identifies one workflow and one task; “generation is broken” does not.
Payment and refund reports
Use the registered account email. Include the provider, payment date, amount, currency, product or plan, and the provider's order/transaction reference. For a subscription mismatch, include what the AIMusicGen Subscription page shows and what the provider portal shows.
Do not send a full card number, card security code, password, email verification code, third-party sign-in credential, secret access key, or database password. A screenshot should hide unrelated account and payment information.
Refund eligibility is defined by the current Refund Policy, not by cancellation status. If you are requesting a refund, say when the purchase was made and how many songs were generated after it.
Screenshots and source files
Crop a screenshot to the error card and the settings needed to interpret it while keeping the page or tool name visible. If a media file is involved, first report its format, file size, duration, and whether it plays locally.
Do not attach private prompts, copyrighted source media, raw voice-training data, or another person's information unless support explicitly requests a suitable sample and you are allowed to share it. A small, non-sensitive reproduction file is preferable when one can reproduce the same issue.
Keep one issue together
Send one report per underlying problem. Add new facts to the same email thread, including whether the status changed after Refresh or the issue later resolved. This keeps task, payment, and account evidence connected to the same investigation.
