Error uploading my file. What should I do?

We recommend that you try running the checklist depending on your device.

For easier access, choose the option below according to the device you are using:

Web App                             Desktop App                       Mobile App or iPad App

 

Web App

If you have any problems with the Web App, try the steps below:

  1. Check that you are using Chrome, Edge, Safari, or Firefox;
  2. Check your Internet connection, and if you are connected to a high-speed connection with good upload coverage;
  3. If the previous step does not work, try accessing Moises through an incognito tab. You can also change your browser (if you use Chrome, try Firefox).
  4. Check that your file size does not exceed 5 minutes (free plan) or 20 minutes (Premium users);
  5. Check if your files are DRM protected (if so, they will not be processed);
  6. Try to upload and process this test file: test.mp3 / test.WAV;

Desktop App

If you have any problems with the Desktop App, try the steps below:

  1. Log out of your Moises account, then log back in and upload your file.
  2. Check your Internet connection, and if you are connected to a high-speed connection with good upload coverage;
  3. Check that your file size does not exceed 5 minutes (free plan) or 20 minutes (Premium users);
  4. Check if your files are DRM protected (if so, they will not be processed);
  5. Try to upload and process this test file: test.mp3 / test.WAV;
  6. Use our Web App to upload/download/edit your file; if it works there, the Desktop App needs to restart, so follow the next step.
  7. Uninstall the Desktop App from your device, then go to our Site and download it again. You'll need to repeat the process to upload your file.

Mobile App or iPad App

  1. Log out of your Moises Account, then log back in to upload your file again.
  2. Check that your file size does not exceed 5 minutes (free plan) or 20 minutes (Premium users);
  3. Check if your files are DRM protected (if so, they will not be processed);
  4. Try to upload and process this test file: test.mp3 / test.WAV;

 

If the steps above don't work:

  1. Log out of Moises.
  2. Uninstall the app, and install it again.
  3. Log back into Moises, and try to upload the song again.

 

If, even after trying these steps, you still have issues with your upload, don't hesitate to get in touch with us by clicking here using the option "Technical Error" and give us more details on what is going on, such as the device information, what is going and a screen recording of the issue if possible.

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