cowork 1 - FAQ

Frequently Asked Questions

Basics

Who uses Masterizo?

Our services are requested by artists, game developers, agencies, film markers, and entrepreneurs. If you’re wondering how Masterizo can help you, contact us at [email protected].

What if I Want more than 20 Tracks?

No problem just send us an email to [email protected] and we will make you a special pack.

How can I be sure which Mix Type setting to choose?

We recommend you use the one that matches the description most closely, but don’t worry about it because you have unlimited revisons (1 revison on the Single Pack).

What do I do if I’d like Mastered For iTunes files?

Mastered for iTunes (MFiT) files are specifically made to only be sold on the iTunes store. If you’re not selling on the iTunes store you do not need them. We will supply MFiT files for free upon request.

How will you deliver my track?

Your track will either be uploaded to your account section, or sent to you in the post if you have requested to receive it in a physical format.

I've received a promotional code, what do I do with it?

When you get to the page with your billing address you will see an "Have a coupon?" section please enter your code and click apply coupon, you should see the change to the amount below.

Will I hear from the engineer mastering my track directly?

Yes. If needed then our engineers will get in touch with you about your track directly using email, skype or our messaging service.

What happens if I don't use all of my requests?

Your pack gives you access to a set number of requests for 12 months and they are not accumulative.

What happens if I am not happy with the results?

If for whatever reason you aren’t satisfied with the result, we will refund the money of the respective track/pack.

What resolution mixes are accepted?

Masterizo accepts WAV mixes. Bit rates up to 32bit and sample rates up to 192kHz are accepted, either 24bit or 32bit float and keep the sample rate the same as the session it was mixed in.

What if I need some alternate resolution files for some other reason?

Please just send us an email with your order number and we will be happy to provide any file types you need.

I’m having problems with uploading my tracks, what should I do?

There are various reasons why this might occur and it can be due to the size of your track, the track being in the wrong format or using special characters in the name of your file and project (&$*% etc). Please make sure you only use letters and numbers in your project and file name.

What formats can I get my track in?

We will supply a mastered 44.1kHz 16bit wav or AIFF file unless you specify a higher resolution file is required as well as post physical releases to you on your choice of CD.

Will you notify me when my track has been mastered?

Yes, you will receive an email letting you know your mastered track is ready to download.

About Us

What are your support hours?

Our default hours are 8am - 8pm GMT, depending on the time of year. But our availability depends on the level of your pack. Partner plans that include a service level agreement may have higher availability.

Whats your Email and Social Networks?

You can reach us by email at [email protected] and feel free to connect with Twitter, Facebook, Instagram and Soundcloud.

Where is your team located?

Our headquarters are located in Lisbon, Portugal, but our engineers are all over Europe.

Do you work with labels?

Yes, we do. We are often reached by labels whose artists just launched a new project and need a mastering service. If you’re an label and need a hand with ongoing project, let us know!

Where can I download Masterizo logo(s) to use on my site or article?

If your content was featured on Masterizo or if you’re writing something about our website, we have the logos available here.

I have ideas on how to make your website better. Can I share them?

We want Masterizo to be a community driven website, and we encourage all feedback. Email us at [email protected] with any thoughts or ideas you may have.

Account

I locked into a contract?

No. We want you to stay with us because you want it, and not because you have no other option. You can cancel your service with us at any time, risk free.

How many mastering requests can I submit?

It depends on the mastering pack that you acquired. If your request isn’t covered by your pack, we will let you how long it will take to get the work done or suggest you a pack that fits your needs if necessary.

Can I change my pack after signup?

Yes, you can! Whether you want to upgrade or downgrade, you can do it at your billing portal. If you don’t know how to access the billing portal, contact us and we will send you a link to your personal portal.

Is there a bulk-buy discount?

We have corporate and enterprise arrangements that our pricing team can assist with on a case-by-case basis. Contact us for info.

Payments

Which payment methods do you accept?

All major credit cards are accepted including Mastercard, Visa, Discover and American Express.

Is the Masterizo site secure?

Masterizo site uses industry standard 128 bit SSL encryption to protect your personal site and restrict access to your account. The encryption will include all account and credit card transactions and file transfers ensuring audio is secure whilst uploading/downloading. Your password will remain private and you can be reminded if you lose or forget what it is by using the link in the log-in section. For your own protection we advise you do not let anyone else have access to your account details.

What's your refund policy?

We guarantee full refund during the first 30 days. On monthly retainers after the first 30 days, refunds are prorated for the remaining time left in the month.

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