Frequently Asked Questions

Is it safe to download from your website?
Yes, it is. Our programs are 100% safe and clean, please feel easy to use.
Why the output file is only 3 minutes long?
When you download and install the software, it's the limitation of trial version before you purchase the software. After you have bought a single user license, we'll send you a key/code to unlock the limitation.
Why the price I paid was more than the prices listed on the website?
We only charge the price as listed on the website, and the extra part of the price is tax fee.
Haven't received any emails with registration information?
After the payment is confirmed, you will receive an email with registration Email and code shortly. Please check your inbox a while later. If you do not receive your code after several hours, please check your spam filtering in case our registration email gets marked as spam and sorted into a "Spam" folder or deleted. Or please contact Paddle support to check the status of your payment.
Can I cancel the subscription after the purchase?
Yes, you can cancel it anytime. If you paid the order directly by Paypal, our system will automatically send a registration e-mail with the cancelling link. You can click it to cancel your subscription and there won't be charges in the future.
What can I do if I purchase the wrong program?
Don't worry, you can contact our support team with your order ID, user Email and correct program you want to get. We will send the new license for you.
How to fix the problem that only support 1X speed only under the latest macOS?
Regarding to the speed issue, we are sorry to tell you that currently the program supports converting Apple Music files at 1X speed only under macOS 10.14 Mojave and macOS 10.15 Catalina. The developers are working on it, please wait for some time.
How to open the programs because Apple cannot check it for malicious software?
If you upgraded to your Mac to the macOS 10.15 Catalina, you might see a problem like this: "iTunes Converter (Spotify Downloader) can't be opened because Apple cannot check it for malicious software". Please go to System Preferences - Security & Privacy. Under the General tab, click Open Anyway to confirm your intent to open or install Macsome. For more details, please refer to Solution to Normally Launch Macsome under macOS 10.15 Catalina.
How can I get support for an item which isn't working correctly?
You can go to our support center or FAQs to find the answers. If you can't find the solution, you can feel free to contact our support team via support@macsome.com.
What is your refund policy?
Please refer to our refund policy for further understanding.