Support

Most reports are one of the six below. If none of them match, email us — we read everything.

I can't hear the bass boost

• Check what you are listening on. The iPhone's built-in speaker cannot reproduce much below 200 Hz, so a shelf at 80 Hz has almost nothing to lift. Put headphones on and the same setting is unmistakable.
• Make sure something is playing in Woofer. The equalizer only affects audio the app itself plays. iOS does not allow one app to process another app's sound, so nothing here can touch Spotify, Apple Music or YouTube playing elsewhere.
• The slider may be locked. Bass boost and the equalizer are part of the subscription. Locked controls are dimmed and a card at the top of the screen says so.

It sounds distorted when I turn the bass up

That is clipping, not the equalizer misbehaving: several bands lifted at once can push the signal past full scale. Open Equalizer and pull the preamp down two or three dB. The mix gets quieter and the distortion goes away — turn the volume up to compensate.

The sound stops when I leave the app

Playback continuing in the background, and with the screen locked, is part of the subscription. Without it the audio pauses when the app leaves the foreground and picks up where it stopped when you come back — the track and the position are kept.

Importing my own music

• Open Explore → Your files → Import from Files, or the same row in Settings, and pick one or more audio files. You can also import from the Files app on any storage it can reach, including iCloud Drive.
• Supported formats are whatever iOS decodes: MP3, M4A/AAC, WAV, AIFF, FLAC, CAF. A file the system cannot read is skipped rather than added as a row that will not play.
• Files are copied into the app, so moving or deleting the original afterwards changes nothing. Title and artist come from the file's own tags, falling back to the file name.
• To remove one, press and hold its row on the files screen and choose Remove. Deleting the app removes them all.
• DRM-protected files — purchased Apple Music or iTunes tracks — cannot be imported by any app. iOS does not hand over the audio.

Search or catalogue playback fails

• Catalogue tracks are streamed, so they need a working connection. Your own imported files play offline.
• A single track that refuses to load is usually unavailable at the source — try another. If everything fails while your connection is fine, force-quit the app and reopen it.
• Search is part of the subscription; the field shows a padlock when it is locked. Browsing the shelves, genres and moods stays free.

Subscriptions, cancelling and refunds

Subscriptions are billed by Apple, not by us, so cancellations and refunds go through Apple.

• Cancel: Settings → your name → Subscriptions on your iPhone, then select this app and cancel. Access continues to the end of the period you already paid for.
• Refund: request it at reportaproblem.apple.com. We cannot issue refunds on Apple's behalf.
• Restore purchases: Settings → Restore purchases in the app, after reinstalling or moving to a new phone. It restores whatever is attached to the Apple Account you are signed in with — a subscription bought on a different Apple Account cannot be moved.
• Free trial: where one is offered it is available once per Apple Account across the whole subscription group. If you have used it before, the plan is charged from the start, and the app says so rather than promising a trial you are not eligible for.

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