MIXPrep Support

We're here when you
need a hand.

Every support email is read by a real human — usually David himself. No tier-one bots, no copy-paste templates. Tell us what's happening and we'll help you get back to mixing.

Email Support Read the Guide

Average first response within one business day · Faster for urgent issues

Pick Your Path

What do you need?

Start here. Each route gets you the fastest answer for what you're actually trying to do.

License & Activation

I can't activate or I lost my key.

Enter the email you used at checkout on the activation page. We'll look up your key automatically. If that fails, email us with the order date and we'll sort it out.

Look up my key →
Install & Gatekeeper

macOS says "can't verify developer."

MIXPrep is code-signed and notarized with Apple. If Gatekeeper still flags it on older macOS, open Terminal and run: xattr -cr /Applications/MIXPrep.app — then open normally. One time only.

Still stuck? Email us →
Report a Bug

Something crashed or behaved wrong.

Crashes are auto-reported to Sentry so we usually know already. But a quick email with what you were doing helps us reproduce and prioritize. The bug report template below keeps it simple.

See the template →
Session & DAW Help

TrackSense missed a category. Or a DAW question.

TrackSense learns when you correct it once. If categorization is consistently off on a specific session, send us a sample file list and we'll dial it in. Same for DAW import and Direct Inject questions.

Email a session question →
Refund

MIXPrep isn't a fit. I want a refund.

30-day money-back guarantee, no questions asked. Email us with the order email address and we'll process the refund. If there's something specific that didn't work, we'd love to hear it — but you don't owe us a reason.

Request refund →
Feature Request

I have an idea for MIXPrep.

Feature ideas and roadmap voting live on our feedback board. Submit a request, upvote ideas from other engineers, and track what's shipping next.

Visit the roadmap →
The Promise

A real human reads every email.

MIXPrep is built and supported by a working mix engineer, not a help-desk pipeline. When you email support, it goes to a queue I check personally. You'll get a real answer — usually the same day — from someone who's actually mixed a session in the last 48 hours.

If I'm deep in a mix or it's a weekend, the turnaround stretches to a business day. If you're hitting a launch deadline and it's actually urgent, put "URGENT" in the subject and I'll move it to the top.

— David Glenn, The Mix Academy
Bug Report Template

Help us fix it faster.

Most crashes auto-report via Sentry, but context helps us reproduce. Paste this into your email, fill in what you can, and send.

What to include

You don't need all of this — just what you have. But the more we get on the first email, the faster we can fix it.

  • What you were doing — the step you were on (drop, review, process, export)
  • What you expected vs what happened
  • MIXPrep version — find it in Help → About MIXPrep
  • macOS version (About This Mac) and chip (Apple Silicon / Intel)
  • Session size — rough track count, sample rate, any unusual file formats
  • Can you reproduce it? If yes, the exact steps. If no, note that — one-off glitches still matter.
Copy & paste into email
What I was doing: What I expected: What actually happened: Can I reproduce it? (yes / no / sometimes): MIXPrep version: macOS version: Mac chip (Apple Silicon / Intel): Session size (tracks / sample rate / format): Anything else I should know:

Open Pre-Filled Email

Quick Answers

Most-asked support questions.

Where can I find my license key?
Check the email we sent from support@themixacademy.com right after you bought MIXPrep — the key is in the body. If you can't find it, go to mixprep-proxy.vercel.app/activate and enter your purchase email. We'll look it up automatically.
How do I check what version I'm on?
Open MIXPrep, then Help → About MIXPrep. The version number is on that modal. We auto-check for updates and surface a notice in Settings when a newer build is available.
My AI features aren't working.
AI features (MIXRef, SonicLens, MixBrief AI) require either the Pro add-on license or your own Claude/Gemini API key. Open Settings → AI Keys to check your status. If you bought the Pro add-on at checkout, your license key unlocks them — no separate key needed. If you didn't, you can still use AI features with your own BYOK key.
TrackSense categorized something wrong.
Right-click the row and pick the correct category. MIXPrep's teachable dictionary remembers — it'll apply that correction automatically on future sessions. Most engineers see accuracy climb to 95%+ after a few sessions of corrections. If a specific category is consistently missed, email us and we'll look at whether the underlying detection needs tuning.
MIXPrep is slow or hanging on a huge session.
For sessions over 200 tracks or files over 2GB each, initial analysis can take longer. Make sure you're on the latest build — performance has improved significantly in recent versions. If it's genuinely stuck (spinning longer than a few minutes with no progress), quit and send us the session size along with a crash or hang report.
Can I move my license to a new Mac?
Yes. Deactivate on the old machine in Settings → License (or just uninstall) and activate on the new one. If you've lost access to the old machine, email us with your order email and we'll reset the activation.
Are my audio files ever uploaded anywhere?
No. All core processing runs locally on your Mac. The only things that leave your machine are optional AI metadata calls — track categories, session analysis summary, genre — to power MIXRef and MixBrief AI. Your actual audio files stay on your drive. Always.
I want to request a feature, not report a bug.
Head to the feedback board. You can submit a request, upvote ideas from other engineers, and see what's currently in progress or planned. Most-requested features get built first.
Is MIXPrep available for Windows?
macOS is live today. Windows is in active development — timeline depends on a few cross-platform stability items. If you're on Windows and you bought MIXPrep at launch pricing, your license will work the second the Windows build ships. No upgrade fee.
How do I uninstall?
Drag MIXPrep.app from /Applications to the Trash. To fully remove settings and caches: ~/.mixprep/ (license, MIXRef keys, MixPrint presets). Your original audio files are never touched by MIXPrep.

Still stuck? Email support and we'll get back to you.