Troubleshooting
Quick fixes for the most common issues. If your problem isn't listed here, get in touch and we'll sort it out.
This usually means the player isn't seeing your active account properly. It doesn't mean your subscription has lapsed — it's almost always a login or browser issue.
Try these fixes
- Log out and log back in. Click the person icon → Log out, then sign back in at melodial.com/account/login. Make sure you're using the same email your subscription is under.
- Try a different browser. Switch to Chrome, Firefox, or Edge. If it works there, the issue is your original browser's cache or cookies.
- Try an incognito/private window. This rules out browser extensions or cached data causing the problem.
- Disable ad blockers or privacy extensions temporarily — these can sometimes interfere with the player detecting your subscription.
If none of that works, it may be an account-linking issue on our side. Email us at info@melodial.com with the email address you use for Melodial and a screenshot of the "members only" message, and we'll fix it.
Melodial streams at 128kbps — that's roughly 1MB per minute or about 60MB per hour. Most WiFi connections handle this easily, so buffering is usually a signal strength or interference issue rather than a bandwidth problem.
Try these fixes
- Move closer to your router or move the router closer to your playback device. Walls, fridges, and kitchen equipment can weaken the signal significantly.
- Check for interference. Microwaves, Bluetooth speakers, and other WiFi networks can cause dropouts, especially on the 2.4GHz band. If your router supports 5GHz, switch to that.
- Download tracks for offline playback. This is the most reliable option if your WiFi is inconsistent. Download your key playlists in the app and they'll play without any connection at all.
For a more reliable experience, we recommend using the Melodial app rather than the web player. It handles reconnection automatically and supports offline downloads. Available on Android and iOS.
The Melodial app supports background playback on both iOS and Android — locking your phone shouldn't stop the music. If it does, it's usually a battery optimisation setting killing the app.
Try these fixes
- On iOS: Go to Settings → General → Background App Refresh and make sure Melodial is turned on. Also check that Low Power Mode isn't enabled — it can restrict background activity.
- On Android: Go to Settings → Apps → Melodial → Battery and set it to "Unrestricted" or "Don't optimise". The exact wording varies by phone manufacturer.
- Don't swipe the app closed. Swiping Melodial away from the recent apps screen will stop playback. Just lock the screen and leave the app running.
Remember that your Melodial app password and your Melodial website password are separate — resetting one won't change the other.
To reset your app password
- Log in to melodial.com/account with your website password.
- Under Mobile App Player Settings, click Reset Mobile App Password.
- Check your email for the new password and use it to sign in to the app.
To reset your website password
- Go to melodial.com/account/login.
- Click Forgot your password? and enter your email.
- Check your inbox (and spam folder) for the reset link.
If you're still stuck, email info@melodial.com and we'll get you sorted.
No questions asked — you can cancel at any time.
Steps to cancel
- Log in at melodial.com/account.
- Click Manage Subscriptions.
- On the Subscription Management page, click Cancel.
Your access continues until the end of your current billing period.
Thousands of tracks across a wide range of genres and curated playlists. We add and remove tracks on a regular basis to keep things fresh, so your customers won't hear the same music month after month. There's plenty to choose from no matter what kind of venue you run.
You can download your Certificate of Compliance immediately from your account page at melodial.com/account. Click Set Up Business Details to enter your business name and address, then click Download Certificate.
If you need the certificate updated with a different business name or address, email us at info@melodial.com and we'll sort it out. For more details, see our Licensing & Certificates guide.
Yes. We fully own or license all the music we provide, and your Melodial subscription covers you internationally. Whether you're running a venue in Sydney, London, New York, or anywhere else — you're covered.
Data usage reference: Melodial streams at 128kbps — roughly 60MB per hour. An 8-hour business day uses about 480MB. For the most reliable experience, download tracks in the app for offline playback.
Problem not listed here?
Get in touch and we'll help you out — usually within a few hours.
Email info@melodial.com