How can we help?
Get help with Spatial9 and the Spatial9 AI assistant connector for ChatGPT, Claude and other apps: contact details, troubleshooting, disconnecting assistants and deleting your files or account.
Contact us
Email contact@spatial9.ai. To help us answer quickly, include:
- The email address of your Spatial9 account, if you have one
- The assistant you used (for example ChatGPT or Claude)
- The job ID or download link, if your question is about a render
- What you expected to happen and what happened instead
Troubleshooting
My assistant cannot connect to Spatial9
Use the address spatial9.ai/mcp for your Spatial9 account, or spatial9.ai/mcp/free to try it without an account. When the Spatial9 sign-in screen opens, sign in and approve the connection. If it still fails, remove the Spatial9 app or connector in your assistant's settings, add it again, and approve the new sign-in.
The assistant says it is not signed in, or a tool is missing
Your connection may have been disconnected or your personal key revoked. Open spatial9.ai/connect, check "Connected assistants" and your personal keys, then reconnect from your assistant. Reconnecting also refreshes the list of Spatial9 tools your assistant can see.
My render is taking a long time
A full song usually takes 10 to 20 minutes and a short video a few minutes. Ask your assistant for the status of the render. You can run up to 3 renders at a time and 20 in any 24 hours.
My render failed
A failed render is refunded to your plan automatically, so you can simply try again. If it keeps failing, email us the job ID and we will look into it.
The upload link stopped working
Upload links last 2 hours and accept files up to 2 GB. Ask your assistant for a new upload link and try again.
The assistant says my plan does not cover a render
Assistant renders follow the same plan rules as the Spatial9 app. Ask your assistant how many projects are left this month; your current plan is shown in your account settings on spatial9.ai. Nothing is charged when a render is refused.
A download link does not open
Links stop working once a file is deleted at your request. If you did not ask for a deletion, email us the link and we will check it.
Publishing to YouTube did not work
Connect your YouTube channel at spatial9.ai/connect/youtube first. Up to 5 videos can be published from an assistant in any 24 hours; you can always download the MP4 and upload it on YouTube yourself.
Disconnect an assistant
- Sign in at spatial9.ai/connect.
- Under "Connected assistants", choose Disconnect next to the assistant. It is signed out right away.
- If you made a personal key, choose Revoke next to it in the keys list. Any app using that key stops working right away.
- Optionally, also remove the Spatial9 app or connector in your assistant's own settings.
Delete your data
Delete files made through an assistant
Files made through an AI assistant (renders, headphone versions, videos, stems, stems ZIP downloads and before and after pages) are kept until you ask us to delete them; they are not removed by the 30-day cleanup that applies to regular uploads. Email contact@spatial9.ai with the job ID or the link. Once deleted, the links stop working; copies already downloaded are not affected.
Delete files from the free guest connector
Guest files are not tied to an account, so email contact@spatial9.ai with the download link of each file you want removed.
Delete your Spatial9 account
Email contact@spatial9.ai from the address on your account and ask us to delete it. We remove your account, its projects and its files, disconnect every assistant and revoke every personal key, then confirm by email. If you only need a break, you can pause your account in your account settings instead.