My songs are not playing. What can I do?

Having trouble playing a song? Here are some things you can do:

MOBILE / iPad APP

  1. Check if your Moises App is updated.
  2. Log out of Moises.
  3. Log back in and try to play again.

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 play the song again.

WEB APP

Here are some things you can try in that case:

  1. Log out of Moises, clear your browser's cache history, and log back into Moises. Try to play your songs again.
  2. If the previous step does not work, you can try accessing Moises through an incognito tab. You can also change your browser (if you use Chrome, try Firefox).
  3. You can re-upload the file you are having trouble with. When you get an error like the one you are talking about, it may be corrupted files that were not read correctly by the AI.

DESKTOP APP

We have some things you can try in case of an issue with the Desktop App; take a look:

  1. Log out of your Moises account. Then log back in, and try to play your file.
  2. Restart your device and try to play your file.
  3. Use our Web App to play our file; if it works there, it means that the Desktop App needs to be reinstalled.
  4. Ultimately, log out of your account, uninstall the Desktop App from your device, then go to our site and download it again. Repeat the process to play your file.

If, even after these steps, you have a hard time playing your songs, please get in touch with our Support Team, and send us more information on what is going on, such as:

  • Device details — model, brand, processing, and memory capacity.
  • A screen recording as you play your songs on Moises.
  • Do a speed test on this site: https://www.speedtest.net/ and send us the screenshots with the results. With more details, our team can better understand your case and help you.

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