PolishMyTrack

Support

Last updated 25 August 2026

One address, answered by the person who built the app: support@polishmytrack.com. We aim to reply within two working days.

What to send

Because your audio never reaches us, we cannot look at your file or reproduce your session from our side. The more of this you include, the faster we can help:

• What you expected to happen, and what happened instead.
• Your browser and version, or your iPhone or iPad model and iOS version.
• The track's length, sample rate and format — the app shows all three under the file name.
• Any numbers from the Master Report that look wrong, copied as text.
• For anything about a purchase: the e-mail on your Premium account and, if possible, the support code shown in the account dashboard.

Please do not attach your music. We have no way to store it safely and we do not want it. If a specific file fails to open, tell us the format and where it came from and that is almost always enough.

Common questions

The app says my file cannot be decoded

Decoding uses your browser's own audio support, so the formats available depend on the browser rather than on us. WAV, MP3, OGG and M4A work everywhere; FLAC works in most current browsers. If a file refuses to open, re-exporting it as a WAV from whatever made it will open.

A long or high-resolution file runs out of memory

All processing happens on your own device, so the limit is your device's memory rather than a plan tier. A 24-bit 96 kHz file uses roughly six times the memory of a CD-quality one. If a long track fails, working at 44.1 or 48 kHz is the reliable answer — the master is not measurably better at 96 kHz.

How do I use Premium on another device?

Sign in with the same e-mail on the website and iOS app. There is no password; we send a six-digit code to that address. If an older Apple purchase does not appear after sign-in, open Premium and tap Restore Purchases once.

Nothing uploads — so what happens if I clear my browser data?

Your presets, your chosen view and your licence status live in your browser's own storage and are cleared with it. Signing back into the Premium account restores the Premium access; local presets still need to be saved to a file before you clear anything.

Can you recover a master I did not download?

No, and this is worth being plain about: we never had it. Nothing is uploaded, so there is no copy of your work anywhere but on your device. That is the same property that means a server outage cannot take your masters away.

Cancelling, refunds and billing

Purchases made on the web are handled by Stripe; purchases made in the iOS app are handled by Apple and can only be cancelled or refunded through Apple. The details are on the Refunds & Cancellation page.

Reporting something security-related

Write to support@polishmytrack.com with “security” in the subject and we will get back to you before anything else in the queue. Please give us a chance to fix an issue before publishing it.