How to reach us
SonicStem is operated by Pro Logic Ent, Inc. The best way to reach us is by email at support@sonicstem.com. Please write from the email address on your SonicStem account so we can find it. Email is the only support channel we operate.
Use that address for:
- customer and account support;
- technical support;
- refund requests;
- privacy and data requests;
- questions about our Terms, Privacy Policy, or Refund and Cancellation Policy.
What we can help with
These are the areas we can help with:
Billing and subscriptions
Charges, renewals, cancellation, invoices, and questions about processing credits.
Account access
Sign-in problems, email verification that did not arrive, and password resets that are not working.
Technical issues
A job that failed or is stuck, a download that will not start, or an output that looks wrong.
Privacy and your data
Requests to access, correct, or delete your information, and questions about the Privacy Policy.
General questions
Anything else — including what SonicStem can and cannot do before you sign up.
Payment and billing support
Qualifying purchases are sold and processed through Link under Stripe Managed Payments, with Stripe acting as merchant of record. Where that applies, Link handles checkout, payment processing, your billing information, applicable tax, receipts, payment methods, and subscription billing management, and payment-related support may be provided by Link.
You can still start with us. Email support@sonicstem.com and we will answer what we can and point you to the right place for anything that sits with the payment provider.
Everything about the service itself — your account and access to it, your credits, your uploaded files, the tools, the outputs they produce, and technical problems — stays with SonicStem.
What to include
To help us find the problem quickly, include as much of this as applies:
- The email address on your SonicStem account.
- What you were trying to do, and what happened instead.
- Roughly when it happened, including your time zone.
- Which tool you ran — stems, lyrics, chord MIDI, full-song MIDI, or conversion.
- The name, format, and rough length of the track, if the problem involves a specific upload.
- Any error message you saw, copied out or as a screenshot.
- Your browser and device, and whether you have tried a different one.
- For a billing question, the date and amount of the charge.
What never to send
Never send your password, and never send card details. We will never ask you for either. SonicStem does not store card information — payments are handled by Stripe — so a full card number, expiry date, or security code is of no use to us and should not be sent by email or any other message.
If you have already sent a password to anyone, change it immediately from the app. Be cautious of any message claiming to be from SonicStem that asks for either.
Things you can do yourself
- Reset a password. Use the "forgot password" link on the sign-in screen.
- Resend a verification email. The app offers this on the verification screen if the first email did not arrive. Check your spam folder too.
- Manage or cancel a subscription from your account in the app. SonicStem will send you to the correct billing flow for your subscription. See the Refund and Cancellation Policy.
- Download your results. Results are available for a limited window after processing — see the Privacy Policy. Download anything you want to keep.
This page describes how SonicStem currently operates, written in plain language.