Automix Help & FAQs — Start Here

Welcome to the official RoEx / Automix Help Center — here you'll find answers to the most frequently asked questions about mixing, mastering, uploading, downloading, and managing your account.

🔗 Quick answers (links)

• Cancel subscription: Billing & cancellation

• Invoices & VAT (Stripe): Billing portal

• API docs & Postman: Developers

• Join Discord: Community

🟢 1. Downloading & Exporting

How do I download my track / full mix / master?

To download your mix or master:

1. Go to the Mixes or Masters tab.

2. Click the Download button on the far right of the track you want.

💡 Note: You’ll need credits in your account or an active Pro subscription to download.

How do I export/download stems from my mix/master?

To download the processed stems for a mix:

1. Go to the Mixes tab.

2. Click the Download button beside your project.

3. Choose Export as Stems.

🟢 Pro Feature: Exporting stems is available only with a Pro subscription.

I’m having trouble downloading my mix/master or stems.

If you’re having trouble downloading your mix, master, or stems:

• Try remaking the mix or master and download again.

• Refresh the page or log out and back in.

• If the issue persists, try a different browser (we recommend Google Chrome or Safari).

What download formats/bitrates are available (MP3/WAV/FLAC/16-bit/24-bit)?

You can download your finished mix or master in:

• MP3

• WAV

• FLAC

All exports are rendered at 44.1 kHz / 16-bit.

🎛️ 2. Uploading & Preparing Audio

What file types and formats can I upload?

• For Mixing: WAV only (44.1 kHz or 48 kHz, 16- or 24-bit).

• For Mastering: WAV or MP3.

Lossless WAV files are strongly recommended for best quality.

My upload fails or shows an invalid/corrupt file — how do I fix it?

If your upload fails:

• Ensure you are uploading a valid WAV file exported from your DAW.

• Avoid special characters in filenames (e.g., /, ?, &).

• Check that your file isn’t too long or silent.

If issues continue, re-export your tracks as WAV (44.1 or 48 kHz, 16- or 24-bit).

Can I upload stems / multitracks and how should I prepare them?

Yes! Preparing your stems properly is key to achieving the best mix possible.

Before exporting:

• Ensure no tracks are clipping.

• Ensure no tracks are too quiet or silent.

• Keep tracks under 8 minutes.

• Record with clean input — avoid background noise.

When exporting:

• Export each track as a WAV file.

• Ensure all tracks start at the same time (even if silent).

• Avoid symbols or emojis in filenames.

📚 See our DAW-specific guides:

• Ableton Live

• GarageBand

• Logic Pro

• FL Studio

What are the upload limits (file size, duration, sample rate, bit depth)?

• Mixing: Up to 8 minutes, 44.1 or 48 kHz, 16- or 24-bit.

• Mastering: Up to 10 minutes.

Longer or unsupported files may fail to upload.

⚙️ 3. Mixing & Mastering Issues

I keep getting “Mix preview failed” — what should I do?

This usually happens if one or more uploaded tracks are too quiet.

Try this:

• Re-export tracks ensuring consistent, audible volume levels.

• Avoid silent or muted stems.

• If the error persists, re-upload and retry the mix.

It’s taking a very long time to mix or master.

Mix time depends on track count and length. Larger mixes (e.g., 30+ stems or >6 minutes) can take up to 10 minutes to process. Please wait until the process completes.

The tracks seem stuck loading.

If tracks appear stuck:

• Refresh your browser.

• Log out and back in.

• If that doesn’t work, try re-uploading your tracks.

I can’t hear anything.

If playback is silent:

• Check that your browser is up to date.

• Restart your browser or device.

• Test in another browser like Chrome or Safari.

💳 4. Account & Billing

How do I cancel my subscription?

You can cancel anytime via your Account Settings page.
👉 Cancel my subscription

You’ll retain access until your billing period ends.

Where can I find my invoices and add VAT details?

Your billing history is managed via Stripe.
👉 View your billing portal

From there, you can download invoices and add your VAT or company information.

How do credits work and how many does each action cost?

Credits are used for downloading mixes and masters:

• New users receive 1 free credit when signing up.

• Pro subscribers get unlimited credits.

Each mix or master download uses one credit.

I never received a validation email from you.

If you didn’t receive your verification email:

• Check your spam or junk folder.

• Microsoft emails (Outlook, Hotmail) sometimes filter them out — please retry using a different address if needed.

I have an issue with my account or subscription — who do I contact?

You can reach us directly:

• 📧 Email: support@roexaudio.com

• 💬 Discord: Join our community channel

• 📝 Contact form: Available on our website.

Please include your account email and a brief description of the issue.

🧠 5. API & Platform Access

Do you have API examples or a Postman collection?

Yes! All our Mix, Master, and QA technology is available via API.
👉 View API Documentation

Includes Postman collections and endpoint examples.

The Automix site is not working as I’d expect.

If Automix isn’t responding (e.g., a button doesn’t work):

1. Disable any ad blockers, which may interfere with cookies.

2. Try using Incognito/Private mode, or clear your browser’s cache and cookies.

3. Try a different browser (Chrome or Safari recommended).

If issues persist, please contact support with:

• The email you used to sign up.

• The steps you took that led to the issue.

📋 At‑a‑glance limits & compatibility

File naming rules (to prevent upload or import issues):

• Use plain letters, numbers, dashes, or underscores only.

• Avoid characters like # % & { } \ < > * ? / $ ! ' " : @ + \ | =`.

• Keep names short and consistent (e.g., 01_Kick.wav, 02_Snare.wav).

🆚 Free vs Pro — feature availability

Update this table if your plan names or benefits change.

🧭 Troubleshooting flows (self‑serve)

A) Download fails or won’t start

1. Confirm you’re logged in and have credits or Pro.

2. Try again after a refresh or in an Incognito/Private window.

3. Try another browser (Chrome or Safari).

4. Disable ad blockers / allow pop‑ups for roexaudio.com and automix.roexaudio.com.

5. If it still fails, remake the mix/master and attempt the download again.

B) Upload fails / invalid or corrupt file

1. Re‑export as WAV (44.1/48 kHz, 16/24‑bit).

2. Check length limits (Mix ≤ 8 min; Master ≤ 10 min).

3. Remove special characters from filenames; keep them short.

4. Ensure files aren’t silent and aren’t too quiet.

5. Confirm network stability; retry the upload.

C) “Mix preview failed”

1. Check for very quiet or silent stems and re‑export.

2. Ensure stems all start at 0:00 for alignment.

3. Re‑upload and retry the mix.

🌐 Browser & network checklist

• Supported browsers: Chrome, Safari, latest versions recommended.

• Disable or whitelist ad blockers and strict privacy extensions.

• Allow cookies and local storage for session management.

• If on a corporate network, ensure firewall/proxy allows our domains.

💳 Billing & cancellation — self‑serve

1. Open the Billing Portal (Stripe): Billing portal.

2. Cancel subscription: Manage Subscription → Cancel → Confirm (access continues until period end).

3. Invoices & VAT: Tax Information → add VAT / company details; download PDFs anytime.

4. Refund policy: [INSERT policy] (e.g., refunds for duplicate charges or failed deliveries).

📨 Before contacting support, include:

• Your account email.

• The relevant url of your project.

• Steps to reproduce the issue and the time (with timezone).

• Browser & OS (e.g., Chrome 129 / macOS 14).

• Screenshots and, if possible, console logs.

  
  

📘 Glossary

• Mix — A balance of multiple tracks (stems) processed together.

• Master — Final polish of a stereo mix for distribution.

• Stems — Individual instrument/track renders (e.g., drums, bass, vocals).

• Preview — Fast, temporary render for quick listening.

• Final render — Full‑quality export for download.

📎 Appendix: Quick Links

• Go to Automix

• Join our Discord

• View API Docs

• Billing Portal

• Support Email