DrumShellSupport
Last updated: May 2026
We read every email. The fastest way to reach us is hello@drumshell.app. Include your device model, OS version, and a short description of what you were trying to do — it helps us diagnose faster.
For account deletion, use the in-app option in Settings, or visit our account deletion page.
Common Questions
A separation is taking longer than expected. What's wrong?
Most separations finish in 2–4 minutes. If a job has been running for more than 10 minutes, our GPU queue is likely backed up — leave the app running and it will complete. If it's been more than 30 minutes, email us with the song name and approximate time you started the job.
The drum stem sounds muddy or has bleed-through.
Stem separation is a probabilistic process — quality depends on the mix of the source recording. Songs with prominent, dry drums separate cleanly. Songs with heavily compressed mastering, layered percussion, or non-standard kits may have artifacts. This is a limit of current AI separation, not a bug.
Why is my weekly job count not resetting?
Weekly quota resets occur at 00:00 UTC every Monday. If you upgraded mid-week, your Pro quota becomes available immediately and is independent of the prior free tier reset.
I subscribed but I'm still seeing the free tier.
Force-close the app and reopen it. If the issue persists after 5 minutes, sign out and back in — this triggers a fresh subscription check with our billing provider. If it still doesn't update, email us with your Apple ID or Google account email used for the purchase.
How do I cancel my subscription?
Subscriptions are managed by your app store, not by us. On iOS: Settings → [Your Name] → Subscriptions. On Android: Play Store → menu → Payments & subscriptions → Subscriptions. Cancellation takes effect at the end of your current billing period.
Can I get a refund?
Refunds are handled by the App Store or Google Play directly, since they processed the payment. Apple: reportaproblem.apple.com. Google: open the Play Store order in your account history and tap Request a refund.
Does DrumShell work offline?
Once a project is processed and downloaded to your device, the practice player works fully offline — playback, looping, speed control, and the metronome all run locally. New separations require a network connection to reach our processing servers.
What audio formats can I import?
DrumShell accepts most common formats your device exposes through the file picker — MP3, WAV, M4A/AAC, FLAC, and OGG. The file must be on your device or accessible through your file provider (iCloud Drive, Files app, Google Drive, etc.).
Reporting a Bug
When emailing about a bug, include the following so we can reproduce it:
- App version (Settings → About)
- Device model and OS version
- Steps to reproduce — what you tapped, in what order
- What you expected versus what happened
- A screenshot or screen recording, if visual
Feature Requests
We read every request. We can't promise to build everything, but the roadmap is shaped by what real drummers ask for. Email hello@drumshell.app with the subject "Feature request" and describe the practice problem you're trying to solve, not just the feature you want — it helps us design the right solution.
Privacy & Legal
For privacy questions, data access requests, or DMCA notices, see our Privacy Policy and Terms of Service. You can also email hello@drumshell.app directly.
Response Time
We aim to reply to every email within 2 business days. Subscription and billing questions are prioritized. If it's been longer than 5 days, check your spam folder and resend — we don't ignore anyone.