Support

We're happy to help — most questions get a reply within 1–2 business days.

Contact us

Please include your account email (if you set one) or describe your device, and, for purchase issues, your Apple order/transaction ID if you have it.

Frequently asked questions

A separation job failed — did I lose my credits?

No. If a job fails, the credits used for it are automatically refunded to your balance. You can check the status of any job in the History tab.

I deleted and reinstalled the app — are my credits gone?

Usually not. On the same iPhone, VocalErase can automatically restore your previous account (and its credits and history) when you reopen it, even after a reinstall. This isn't guaranteed in every case — for example if you also reset the device or clear its keychain — so linking an email or Apple ID is still the reliable way to protect your credits.

I switched phones and lost my credits.

By default, VocalErase uses a temporary, device-only account, and that account doesn't transfer to a new device on its own. If you didn't link an email or Apple ID before switching, we cannot recover your previous balance. Go to the Account tab and add an email address to protect your credits going forward.

How long does separation take?

Usually a few minutes, depending on song length and current load. You can keep using your phone — you'll see progress in the App and the result will be waiting in your History.

What file types and lengths are supported?

MP3, WAV, FLAC, M4A and OGG files up to 50MB and 8 minutes long.

How many credits does a separation cost?

The cost depends on the song length and the separation mode you pick. One credit splits a song of up to 4 minutes into vocals + instrumental, and songs up to 8 minutes cost 2. The 4-stem (adds drums and bass) and 6-stem (adds guitar and piano) modes cost more, and the exact price is always shown in the App before you start.

Why can't I choose the 4- or 6-stem modes?

The free credits you get when you first sign up cover the vocals + instrumental split. Once you have bought a credit pack, your whole balance works in every mode.

How long are my songs kept?

Results stay in your History for 24 hours, or 7 days once you have bought credits, and are then deleted automatically. To keep a song longer, open it in your History and choose "Keep forever" (1 credit). Download the stems you want to keep before they expire.

I want a refund for a purchase.

All purchases are billed by Apple through the App Store. Refunds are handled directly by Apple — you can request one at reportaproblem.apple.com or via Settings → [your name] → Media & Purchases on your iPhone.

Delete your account & data

You can permanently delete your VocalErase account and all associated data (audio files, generated stems, job history, and, if provided, your email) at any time:

In the App: open the Account tab and tap Delete account. This deletes your account, credits, history and stored files.
Or email hello@vocal-erase.com with the subject "Delete my VocalErase account", from the email address linked to your account if you set one.
If you never linked an email, tell us the approximate date you signed up and the device/platform you used, so we can help locate your account.

We'll confirm your identity where needed and complete the deletion within 30 days, as described in our Privacy Policy. This action cannot be undone.