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Simply put, Pretzel is the world’s largest collection of Twitch and YouTube-safe music for creators. Aka, you.
2701 Ocean Park Blvd. #220, 90405, Santa Monica, USA
2,0
13 omdömen
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Se hur deras omdömen och betyg hämtas, betygsätts och modereras.
Coming from a soon to be former subscriber, avoid this platform at all costs. I paid for the yearly plan, to which I can’t even use. Sent an email to support and I’m currently on day 4 of no response. Tried asking around on their discord server for any help/suggestions, which lead to nothing as well. Completely fraudulent service, I advise you to stay away.
I tried to get a free trial for both pro and premium separately since the first one I tried wouldn't allow me to use the service but I had the same issue with the other of trying to click on the button that would allow me to access the player and it kept telling me that my subscription had ended despite me having not even had it for more than a few minutes and not the month that the trial is supposed to last. BOTH times that I tried to start the free trial it has tried to charge me either immediately or a little bit after I had started the free trial despite the fact that I literally hadn't even been able to start using the free trial yet. Plus, I had cancelled my trial before it tried to charge me the second time. When I tried to go to the feedback section it just tells me "feedback.pretzel.rocks uses an unsupported protocol.
ERR_SSL_VERSION_OR_CIPHER_MISMATCH" which made it impossible for me to even ask them about why this was happening. I'm thankful that I keep my cards turned off the majority of the time otherwise I would've been charged money that I wasn't ready to spend on a product I literally couldn't use. If I get any other charges on my card I'll update the review to say so.
Habe den Dienst einige Jahre für meinen YouTube und Twitch Kanal benutzt, leider kommt es seit der Übernahme immer mehr zu Ausfällen und Claims auf YouTube, die eigentlich nicht sein sollten, da die Musik ja lizenziert und der Kanal freigeschaltet wurde.
At 1:10am on September 14 2024 Pretzel rocks took $15 from my debit card without ordering nothing. The company is running scams. I have the receipt that the company scammed me.
Svar från pretzel.rocks
Hello,
Thank you for reaching out, and we’re sorry to hear about your concern regarding a potential incorrect charge.
Unfortunately, we couldn’t locate an account associated with your name. However, we take such matters very seriously and are here to help. To investigate this further, we’ll need further details about the charge.
If you haven’t already contacted our Support team, we kindly ask that you submit a request by ticket (https://help.pretzel.rocks/hc/en-us/requests/new). This will allow us to look into the issue promptly and resolve it for you.
We appreciate your time and look forward to assisting you.
Best regards,
Their claim is incredibly dangerous and misleading...will ultimately leave you, the content creator, holding the bag for copyright violations and muted videos.
Edit after Pretzel response:
"Dear Jane from Pretzel,
There are few things to revise in the way of how you're replying to an email.
1. In your reply looks like you're scolding me.
2. Be informed:
My YouTube Safe was on but I said maybe something happened and didn't work, so I turn it off and then on and decided to give it a try one more time in my last night stream, not only that I've got copyright claims on YouTube but I've got a warning from Twitch that three of the songs from the Chill EDM playlist were copyright, if I wasn't having the Copyrighted Audio Warnings on, on Twitch, I was going to get DMCAed.( Multiple instances of copyrighted audio have been detected in your VOD(s) within the past 24 hours.)
3. If I embarked on the free trial that means I'm a future paying customer, which means if everything works as advertised you'll get the money but here was not the case.
Update your playlists and keep content creators save, as you advertise.
I have unsubscribed and hope not to work with you again.
Regards."
Now I'm using SoundStripe and I didn't get any copyright claims.
And now about TrustPilot, pretzel shouldn't have information about me...on pretzel I've used an email and on Trust Pilot other email, how come pretzel knows what was about my review?!
Svar från pretzel.rocks
Hello Andy Raichert,
We appreciate you taking the time to review your experience.
We're also disheartened to hear you're dissatisfied and would like to address your concerns below.
Our number 1 priority is to ensure that content creators using our platform are 100% safe from DMCA Takedown Requests and Copyright Strikes.
That said, we ask our users for a few things to ensure we can meet those expectations. After a look into the account you are associated with, you contacted us regarding YouTube claims received on March 24, 2024.
We then informed you that because we could see you'd recently connected your YouTube channel on March 22, 2024, and had not toggled on the "YouTube-Safe" filter at the top of your Pretzel player, this was the reason you'd received claims.
All tracks claimed were not listed as safe for use when you utilized them. We specify that the entirety of our catalog is not safe for use with YouTube, so we emphasize confirming you've filtered the music in the player correctly.
Finally, VOD Mutes are common with Twitch's platform. As much as we wish this were not the case, it is an obstacle we are facing now. The takeaway, however, is that once again, you will not be issued DMCA Takedown requests or Copyright Strikes that lead to demonetization.
We do our best to be candid about our services because transparency helps build trust between ourselves and our users. We offer easily accessible FAQs that address all the above-mentioned factors. We've linked those below, and we hope you will find the information helpful.
https://help.pretzel.rocks/hc/en-us/articles/19065042196887-Why-was-my-VOD-Muted-and-what-do-I-do-now
https://help.pretzel.rocks/hc/en-us/articles/19089894250775-My-YouTube-video-got-a-copyright-claim-Now-what-do-I-do
https://help.pretzel.rocks/hc/en-us/articles/19074827827607-What-is-YouTube-Safe
To reiterate what we encouraged you in our last communication, please reach out if you have follow-up questions or concerns. You can email hello@pretzel.rocks again, or even leave comments on the FAQs if you'd like.
We are always here to help, and wish you well!
I was a user of Pretzel Rocks in 2022 and had made the decision to go for the Pro pack. I ended up not using the service at all really (no fault of Pretzel, I just had no projects ongoing and stopped streaming). I had forgotten about the subscription and only recently (Jan 2024) found I was still paying for the service (again, no fault of Pretzel). However, I could not find the email address the subscription was under, my error.
I emailed them and explained the issue, and they managed to find the email the subscription was running from, and cancel it for me. They also managed to refund up to 3 months of payments back into my account. I am very happy with the service I had received and I would be happy to use again if I ever need a royalty-free music platform in the future.
I can confirm funds of circa £75 were refunded into my account.
Thanks to Jane for your fast response to this issue.
Svar från pretzel.rocks
Hello isthiswil,
Thanks so much for taking a quick moment to leave your feedback.
We always want to do whatever we can to accommodate our users best. While we're sad to see you go, we understand that sometimes things change.
We plan to only get better with time, so when the urge next strikes to get creative and start streaming once more. We'll be here.
As always, please submit a new support ticket in Discord or email hello@pretzel.rocks directly with any follow-up concerns or questions.
We look forward to working with you in the future!
Guten Tag, sage und schreibe seit Monaten ist es nicht möglich sich über die Windows 10/11 Software von Pretzelrocks bei Twitch anzumelden, auch nicht auf MacOS. Da die Cokkies nicht bestätigt werden können, und auf dem Anmeldebuton nix passiert. Bin hier nicht der Einzige der sich nicht anmelden kann. PretzelRocks ignoriert es einfach. Anstatt hilfe anzubieten
Svar från pretzel.rocks
Hello Trywins,
Thanks for taking the time to leave feedback. We're sorry to hear of your experience.
To begin with, your concerns about the web app are completely valid and we would like to share a brief explanation. Twitch made revisions to their site in September of 2023. Due to these changes, we were also prompted to make updates to ensure the compatibility of Twitch login through our service. Upon further investigation, our developers encountered a few unexpected obstacles that took much longer to resolve than anticipated.
We understand that the complication negatively impacted your experience and that of many of our other users, and we again are sincerely apologetic.
We'd like to assure you that a positive user experience is our first priority, which is why we highly encourage users to continue accessing the Pretzel player through the web browser. With the exception of a few non-paid added features, the web browser operates the same way.
Of course, we in no way mean to diminish your concerns and the effect this had on your ability to utilize the system in the way that works best for you.
That said, we're overjoyed to share that our team rectified the issue for most with the exception of Mac users. While we're still working diligently to resolve the issue for everyone affected, we are happy to share that there has been progress and we expect that the app will be back up and running for everyone very soon.
We, of course, will continue to update our users and are always happy to work with you in the meantime to provide any other temporary solutions that we can.
Please submit a new support ticket in Discord or email hello@pretzel.rocks directly with any follow-up concerns or questions, and we look forward to continuing to work with you!
Antworten nicht!!!
Man kann fragen warum die verdammte App nicht funktioniert, aber man bekommt nie eine Meldung!
Vermutlich nur noch gierig nach Geld statt nach guten Kundensupport.
Svar från pretzel.rocks
Hello Marcel Hardt,
Thank you for taking the time to reach out, and share your thoughts.
We're very sorry to hear that you have not received a reply in the past or that it was delayed; this is not customary. Our normal response time is between 1-3 business days (M-F). That said, if we have, in rare circumstances, gone over that timeframe, this would most likely be due to excess in queries received or due to holidays. If that's the case, we will always do our best to communicate longer response times with our users.
Regarding your concerns with the web app, we can share that Twitch updated their service in September of 2023, which required us in return to make updates on our end as well. Unfortunately, the issue was prolonged due to unforeseen circumstances that no one could have predicted. We understand this situation caused quite a hassle for users, but we are happy to share that the web app is now up and running once more for PC users. For anyone using a Mac, we're working diligently to ensure they will also have access soon and will announce this when the time comes.
In the meantime, we'd encourage Mac users to log in to the website directly using Google Chrome instead. Of course, we do understand there are certain benefits to being able to access the app and if those hinder your experience, we're happy to discuss other options until we reach a final resolution.
We are optimistic that we can assist in any situation. Please feel free to submit a new support ticket in Discord, or email hello@pretzel.rocks so we can get your account updated. Be sure to include the email address linked to the account and/or Twitch ID or Youtube Channel ID.
We thank you again and look forward to assisting you!
Keine Möglichkeit mit der Windows App sich anzumelden da keine Cookies von Twitch bestätigt werden können. Wer bei dieser Firma bezahlt ist selber schuld.
Svar från pretzel.rocks
Hello Zedlog,
Thank you for sharing; we appreciate your critique.
With that said, we are sorry to hear our recent Twitch/App login issue did cause disruption to your service. Twitch made updates to their service that required us to make changes on our end, this is standard.
However, what we initially thought would be an easy fix, quickly proved to be a much more challenging task due to a few unexpected roadblocks. We know this isn't ideal, and we are disheartened that the matter led to users like yourself being inconvenienced.
While we'd hoped that your ability to log in still and utilize the services from the web browser would provide a bit of relief; we understand there are certain benefits to being able to access the site by web app.
The good news is that this issue has been addressed, and although we're still working to resolve this situation for our Mac users, all PC users should now have access to the app again. We expect we'll also have a resolution for Mac users soon, and will be sure to announce this.
Finally, we're hopeful our response provided clarity and will happily address any follow-up questions or concerns you may have.
Feel free to submit a new support ticket in Discord, or email us at hello@pretzel.rocks. Please be sure to include the email address linked to the account and/or Twitch ID. General responses are sent within 1-3 business days (M-F).
We look forward to hearing from you!
Same as others I have been charged for multiple memberships (Downloads & Streaming) But only can access the streaming side of the membership. It is not a issue with youtube I have disconnected a thousand times and reconnected the account when its linked to my twitch account in the first place. Yet I still get copyright struck for music clearly had streaming checked at the top. There has been so many issues in the past 7-8 months. The music is perfect for what I need but has been a terrible experience with no response other than its my youtube not being linked properly. . . Not even to the fact that they have stolen hundreds of dollars with no product to show for . . .
Take from this what you will. Glitchy software at times and little to no customer support . . .
Svar från pretzel.rocks
Hi CrYsY Gaming,
We truly appreciate your feedback and thank you for your time.
To begin, we'd like to address the long delay in reply. We've only been able to claim this review page very recently.
With that said, the issue you have experienced is something that we are well aware of and is stemming from a connection error detected between Pretzel and Streamlabs. This has affected some of our users when they've logged in through Streamlabs for the first time, where a second account is automatically being created using a temporary Streamlabs email. This means that instead of connecting to the Pretzel account already created and linked, users often get confused and end up purchasing a 2nd subscription.
While this is unfortunate and we are working towards a permanent solution, we're always happy to assist in merging the accounts and providing a refund for the 2nd subscription purchased.
Regarding your comments on the music we provide, while we can never guarantee in perpetuity that tracks listed (at time of use) safe for upload to Youtube will always remain safe; we can guarantee that you will not receive DMCA Takedown Requests or Copyright Strikes. If you've received a VOD Mute from Twitch, these are also not DMCA Takedown notices. We do not promise that claims won't ever be applied or that you won't receive mutes, because at the end of the day the artists will always have say over how they wish to license and monetize their music. Note, if tracks are updated as no longer safe for use when they were prior, our system will update itself to show this information. Furthermore, as it sounds like you need an account merge, it would make sense that you have received claims. It's likely the connected Youtube account is not associated properly to the account where you have a subscription to cover Youtube safe music.
Lastly, there seems to be a lot going on with your account and we can understand your concerns. We're disheartened to hear that you've not received replies to your inquiries, as that's not standard and we'd love the chance to take a closer look at what may be happening and rectify these obstacles right away.
Feel free to submit a new support ticket in Discord, or email hello@pretzel.rocks so we can get your account updated. Please be sure to include the email address linked to the account and/or Twitch ID or Youtube Channel ID. General replies will be received within 1-3 business days (M-F).
We look forward to hearing from you!
The site is good and the songs are nice. But I have been trying to contact them due to a mistake I made in which led me to purchasing multiple subscriptions. I wanted to ask them to refund the wrong one. I contacted them litterally a few minutes after I saw my mistakes. It has been 7 days and I sent multiple messages and no answer.
I am willing to make the review better but as long as they are not responding I will not recommend this service to anyone. A site who doesn't serve their customers shouldn't be availible.
And I do understand if they say no to the refund since it was my mistake. But I don't support it when a business is just ignoring their customers
Svar från pretzel.rocks
Hello Jannik,
First of all, we are sorry for the long gap before communication. We have only recently gained access to this page.
We appreciate you taking the time to leave valuable and honest feedback. It's how we grow and get better for our users!
After further review, we can see that it took us about 7 business days to follow up on your email inquiry. As you know, we were unfortunately experiencing unexpected delays at the time. While this is no excuse, of course, we'd hoped that our transparency would help.
We show at that time a full refund applied and your notification you'd be staying on board with us, which is great news!
Should you ever need anything else, please feel free to submit a new support ticket in Discord, or email hello@pretzel.rocks should you ever need assistance! Our general response time is always 1-3 business days (M-F) pending holidays!
To the first reviewer: if you did not link your Pretzel account to your Youtube account, what you described would indeed happen on Youtube - without the two accounts knowing about each other, the Youtube side has zero protection and Pretzel would claim revenue on your video, because they own the rights to the music. Take the time to link Pretzel and Youtube together and you should be good. My experience with Pretzel and Youtube together has been a good one - no DMCA claims on my Youtube content that contains Pretzel music.
Svar från pretzel.rocks
Hello gorgodagamer,
Apologies for delay, we've only recently gained access to this page.
We thank you for your feedback, and for passing along useful information to your fellow creators!
We're lucky to have users like you, that help make Pretzel a community place we can all be proud of.
Feel free to submit a new support ticket in Discord, or email hello@pretzel.rocks should you ever need assistance!
Pretzel Rocks claims to be a music service with royalty free music for use on streaming platforms such as Twitch and YouTube. It even has a "YouTube safe" mode.
However, pretzel Music themselves just claimed copyright on my YouTube video and are now stealing all my ad revenue. Luckily YouTube has the ability to remove the song that triggered this, but it's a very scammy move by pretzel.
Svar från pretzel.rocks
Hello, and our sincere apologies for delay. Unfortunately, we have only recently been able to claim this review page; and with that said we felt you deserved a response.
We'd like to start by saying, thank you for your candor. We are sorry to hear you had this experience.
While we cannot promise that our users will never receive YouTube claims, as that is controlled by the artist(s), they should only happen on rare occasion. Furthermore, they're generally not DMCA Takedown alerts and do not affect your videos or account status. They simply mean that the asset owner is now monetizing usages of that music for the artist. If you were seeing "Songtradr Sound Recordings" claiming on behalf of the artist, that is because we delivered the tracks for the artist to begin with.
Lastly, we see that you did reach out about this via our Discord channel as well and were advised that after review of your account, you did not in fact have a YT Channel linked. Previously, this was a requirement in order to utilize the "YT Safe" filter.
Feel free to submit a new support ticket in Discord, or email hello@pretzel.rocks so we can get your account updated.
We look forward to hearing from you!
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