Issues with my recordings - CAPTURE.AUDIO

This article should help only if you've already had your session and are experiencing issues with your recordings.

We have other articles covering issues connecting to CAPTURE.AUDIO and issues recording with CAPTURE.AUDIO.

How it should work

Once you've recorded some mixes and your session ends, our CAPTURE.AUDIO system uploads the recorded tracks to your PIRATE account to be downloaded.

This usually takes 1 hour (up to 24 hours) after your session has finished, depending on the size of the recordings. As soon as the tracks are ready, you'll receive an email with a link to My Recordings. 

Once in My Recordings, you should see each track is ready to download. Press the DOWNLOAD MP3 button to download the tracks you want. 

MY RECORDINGS ARE MISSING

1. Wait a bit longer, up to 24 hours. Sometimes connection issues at the studio can mean the tracks take a while to upload to your account.
2. Ask Support to escalate to our Tech team. If it's been over 24 hours since your session finished and your tracks aren't in your account, contact PIRATE support which will get in touch with our Tech team. If the recordings can be recovered, our Tech team will do what we can to restore them. Find our Support team's details at the bottom of this article. Bear in mind any resolution times will depend entirely on the Tech team and the nature of the issue.

THE TRACK IS STUCK ON 'PROCESSING' OR IT SAYS 'THERE WAS A PROBLEM CONVERTING TO MP3'

Contact Support

If there are problems processing or converting your tracks, contact PIRATE support. If the recordings can be recovered, our Tech team will do what we can to restore them.

Need to report a fault or want some advice?

• You can send us a WhatsApp message or head to support.pirate.com and tap the chat icon to connect. 
• If you're in the USA you can also send us an SMS at +1 (866) 606-0065. 
• We'll be able to help you a lot faster if you share a picture or a video of the issue!
• Our support team is available 24/7.