Most analyses finish in 2–4 minutes. If yours has been running for more than 10 minutes, refresh the page once. If it's still stuck, delete the chain and try again. If it happens twice in a row, email us the rack ID at [email protected] and we'll investigate.
Help · Section 06
Trouble
shooting.
Stuck analyses, failed uploads, broken downloads.
Check the file size (under 200MB) and format (WAV, MP3, AIFF, AAC, OGG, FLAC, or M4A). A flaky network during upload is the most common cause. Try again on a stable connection. If it keeps failing on a specific file, re-export it from your DAW as a 44.1kHz WAV and retry.
Confirm you picked the right Ableton version (11 vs. 12) when building the rack, and that you're on Live Standard or Suite (not Intro). Re-download the preset from your rack detail page. Sometimes a partial download is the culprit. Still broken? Email us the file.
Upgrade to a higher plan from the pricing page. The upgrade is prorated and gives you the new quota immediately. If you're on Pro and still need more, email us and we'll sort something out.
Sign-in is handled by Clerk. Try the 'Forgot password?' flow, or sign in with the OAuth provider (Google/GitHub) linked to your account. If you're locked out, email [email protected] from the address on your account.
Tell us. Email [email protected] with a short description and, if possible, the rack ID or a screenshot. We're a small team and we read every email. Bug reports from early users shape what gets fixed first.
Didn't find it?
Email us.We reply fast.
PhantomRack is a small team and every support email lands in our inbox. Send rack IDs, screenshots, or just a question — we usually reply within one business day.