Audio Not Playing

First determine whether the problem affects one recording or every recording. That distinction usually points to the right fix quickly.

Check the obvious audio controls

1. Turn up the device's media volume while a recording should be playing.
2. Check the selected audio output. Disconnect Bluetooth headphones, speakers, hearing devices, CarPlay, or Android Auto if the sound may be routed there.
3. Pause and resume from ChoirMate, then try another recording.
4. Close ChoirMate completely and open it again.
5. Install the latest version from the App Store or Google Play.

The regular ChoirMate player uses the device's media volume. It does not have a separate volume slider. The multitrack mixer is different because each mixer track has its own level and mute control.

If only one recording fails

Open another recording in the same song, then try one from another song.

If other files play, the affected recording may be incomplete, damaged, or no longer available at its stored address. Tell a choir administrator which song, voice part, and recording name failed. An administrator can check the file and replace it if necessary.

Also return to the song page and check the selected voice part. A shared recording is only shown to the voice parts assigned under Applies to. A private recording is available only to its owner.

If no recordings start

Look for the message ChoirMate shows when you press play:

• Confirm your email: open the verification message sent to your account email, use its link, then return to ChoirMate and confirm that the step is complete.
• Subscription required on the web: web playback requires Standard or Premium access through the choir or an eligible Individual Premium subscription. You can still listen in the mobile app with Free, subject to its normal limits.
• Offline access required: reconnect to the internet. Offline playback in the mobile app requires paid access and a recording that was prepared on this device while online.
• Network error: switch between Wi-Fi and mobile data, disable a VPN or network filter temporarily, and try again.

If the choir is over a Free-plan member limit, ChoirMate can also restrict playback until an administrator reduces the active membership or starts a suitable group subscription.

If playback stops or skips

A recording is downloaded into the mobile app's local cache as it starts. An unstable connection can interrupt that first load.

• Try the same recording on another network.
• Keep ChoirMate open until the recording has started and its offline-status icon is ready.
• Make sure the device has free storage.
• If a previously downloaded copy seems faulty, open the recording's three-dot menu, choose Remove offline access, then play it again while connected. This removes only the copy on this device.

See Using Offline Mode for the cloud icons and preparation steps.

Check playback in a browser

At web.choirmate.com:

• confirm that the choir or your account provides web-player access
• make sure the browser tab or ChoirMate site is not muted
• reload the page and press play again
• try a private window to rule out a stale cache or extension
• temporarily disable content blockers, privacy extensions, or a VPN for ChoirMate
• update the browser or try a current version of Chrome, Safari, Firefox, or Edge

The web player needs an active internet connection. Mobile files prepared for offline listening are not copied to the browser.

Contact support with the recording details

If the problem continues, contact support@choirmate.com from your registered email address. Include:

• whether one recording or all recordings fail
• the choir, song, voice part, and recording name
• the exact message shown by ChoirMate
• whether it happens in the app, on the web, or both
• device, operating-system, ChoirMate, and browser versions where relevant
• whether another network or audio output changed the result

Do not send the audio file unless support asks for it.