Support

Email support@example.com. Include your macOS version and, if it's about a song, its file name.

Songs and files

A song wasn't identified

Shazam recognizes commercially released music. DJ mixes, live recordings and voice memos usually aren't in its catalog. Those tracks end up in Needs Attention, where you can type in the details yourself and choose Mark as Ready.

A song was identified but has no album

Crate looks the song up on MusicBrainz, then in Apple's catalog, and some songs aren't in either yet. You can fill in the album yourself, or try again later: select the track and choose Identify Again (⌘R).

"Crate can't read the audio in this file"

Usually a download was interrupted and the file is incomplete, so try downloading it again. The file could also be damaged, copy-protected, or in a format macOS can't play.

Where do my files go?

Copies go into ~/Music/Crate, and your originals aren't touched. To use another folder, or to move or tag files where they are instead, go to Crate › Settings › Organize. Edit › Undo Organize reverses the last batch.

iPods

Which iPods work?

iPod classic, iPod with video, iPod mini, and iPod nano up to the 4th generation, on Apple's own software. iPhone, iPod touch and later nanos don't. iPod support is in the version from this website only; the App Store doesn't allow it.

Songs copied but won't play, or the iPod looks empty

Select the iPod in the sidebar and choose Check iPod. It looks for problems with the iPod's music database and fixes the ones it can. Always eject the iPod from Crate or Finder before unplugging it.

Crate Pro

I bought Crate Pro but can't find my key

It's in an email titled "Your Crate Pro license", sent to the address you used at checkout. Check your spam folder. If it isn't there, write to us with that address and we'll send it again.

Using Crate Pro on a new Mac

A key works on three Macs. On the new one, click the link in the email or paste the key in Crate › Settings › Crate Pro. If it's already on three Macs, remove the license from one of them first, in the same place. If you no longer have that Mac, write to us and we'll remove it for you.

Managing or cancelling an App Store subscription

Go to Crate › Settings › Crate Pro › Manage Subscription, or System Settings › your name › Media & Purchases. On another Mac, choose Restore Purchases there to get Pro back.

Refunds

See the Refund Policy.