BrillSync

BrillSync support

Keep your build moving.

Start with the quick answers below or send the support form without leaving BrillSync. If you have an order reference, include it. Never send passwords, card numbers, API keys, or other secrets.

Before you send a message

Check the current Studio state.

  • BrillSync accepts common audio formats and converts supported files automatically before private upload.
  • Source audio can be up to 100 MB and five minutes long.
  • If payment is complete but packaging is still running, use Refresh Package Status instead of starting a second order.
  • Ready downloads use a fresh private link each time you request the package.
Return to Studio

Contact support

Tell us what happened.

Frequently asked

Answers for common moments.

Why did BrillSync reject my audio?

The browser must be able to decode the source audio, the track must be between 0.5 seconds and five minutes, and the converted working file must pass BrillSync server validation. Try a standard MP3, M4A/AAC, WAV, FLAC, OGG, or AIFF source if a less common codec cannot be decoded.

I completed the payment form, but the package is still processing.

The Stripe form completing is not treated as final payment authority. BrillSync waits for its signed Stripe webhook, then starts the paid fulfillment jobs. Use Refresh Package Status rather than creating another payment.

My package says it needs another attempt.

Keep the paid order in place. Eligible fulfillment jobs can be retried without creating another charge. If the final allowed attempt fails, send the support form with your order reference.

My download link expired.

Return to the ready order and request the package again. BrillSync creates a new private five-minute link after confirming that the paid delivery belongs to your browser-authorized order.

How do I request deletion or ask a privacy question?

Use the support form above and select Privacy request. BrillSync may need to verify the request before changing or deleting records that must be retained for security, payment, tax, or dispute purposes.