Support center
We answer every email — usually within 24 hours on weekdays.
support@sanva.tk
Email is preferred so we can track issues and attach logs.
In-app feedback
In-App Feedback
App → Profile → Help & Feedback. You can attach redacted logs.
Frequently asked
1. How long does the AI score take?
After you upload your recording, the AI returns a 5-dimension DNA score + weak-spot timestamps within 60 seconds. If Whisper transcription times out, the app automatically falls back to a 4-dimension score (pitch, rhythm, vibrato, breath) so your practice session can continue.
2. What recording formats are supported?
MP3 and M4A files up to 10 MB and 10 minutes long. Files exceeding these limits will be rejected with a prompt to re-record or compress.
3. How is my uploaded backing track handled?
When uploading, you choose one of four copyright declarations: I own the rights / public domain / purchased license / personal practice only. SongSync does not redistribute your track — it stays private in your account for personal practice only.
4. How do I cancel my subscription?
iOS: Settings → Apple ID → Subscriptions. Android: Play Store → Profile → Payments & subscriptions. Your Pro benefits remain active until the end of the current billing period.
5. Can I request a refund?
iOS: file at reportaproblem.apple.com. Android: open the order in Google Play. We honor Apple / Google's refund policies and do not charge separately.
6. How do I delete my account?
Profile → Account Settings → Delete Account. Recoverable within 30 days; all recordings, DNA history, and library data are permanently erased after that.
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