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Login & Access

Possible situations: incorrect password, password was reset, simultaneous access from another device, recovery email not received, or device was recently replaced.Steps to try:
  1. Confirm you’re accessing the correct URL: play.musique.app
  2. Double-check your username and password — watch for uppercase letters, leading/trailing spaces, and browser autofill errors.
  3. If the password doesn’t work, click “Forgot my password” on the login page. Instructions will be sent to the unit’s registered email.
  4. If the recovery email doesn’t appear in your inbox, check: Spam, Junk, Promotions, and other filters.
  5. If you see a “simultaneous access” message, close the player on other devices and try again.
  6. If you recently switched devices, restart the new device and try logging in again.
Contact support when:
  • The recovery email never arrives even after checking spam.
  • The unit’s registered email needs to be changed.
  • The password remains invalid after recovery.
  • The simultaneous access error persists after closing all other devices.
Suggested message to support: “Hi, I can’t log in to Musique. I’ve tried recovering my password and checked spam. My unit is [unit name] and my username is [username, if known]. Can you check?”
  1. Access the player on the new device: play.musique.app
  2. Log in with the unit’s username and password.
  3. Verify that music starts playing automatically.
  4. Adjust the volume on the new device and sound system.
  5. Check cables and connections.
  6. If the password doesn’t work, use “Forgot your password?”.
Contact support when:
  • The unit doesn’t know its username.
  • Password recovery doesn’t work.
  • The new device logs in but doesn’t play audio.
  • The new device needs IT/firewall clearance.
Suggested message to support: “Hi, we replaced the device used to play Musique at unit [unit name] and need help getting access/playback working. Can you help?”

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Playback Issues

  1. Check internet: Open another website on the same device to confirm connectivity.
  2. Refresh the page.
  3. Check the browser tab — if a speaker icon appears, the player is producing audio. The issue may be the device volume, cables, or sound system.
  4. Check device volume — the Musique player has no built-in volume control. Adjust volume on the device or sound system.
  5. Check if the browser tab is muted — if you see a crossed-out speaker, right-click the tab and enable sound for the site.
  6. Check cables and connections — make sure the cable is connected to the correct input and the sound system is on.
  7. Test on another device — if it works on another computer, tablet, or phone, the issue is likely with the original device or its audio setup.
  8. Clear browser cookies and data, then try again.
Contact support when:
  • Login works but there’s no playback signal at all.
  • The problem happens on more than one device.
  • Internet is working but the player won’t start.
  • No unit across the network can play music.
Suggested message to support: “Hi, I can log in to Musique but no music plays. I’ve checked the internet, volume, muted tab, and another device. My unit is [unit name]. Can you check?”
  1. Confirm the URL is correct: play.musique.app
  2. Verify internet is working.
  3. Try opening the player in a private/incognito browser window.
  4. Clear browser cookies and data.
  5. Try a different browser (e.g., if you use Chrome, try Firefox).
  6. Try connecting from a different network.
Contact support when:
  • The site won’t open in any browser.
  • The site won’t open on any device.
  • Other sites work fine, but Musique won’t load.
Suggested message to support: “Hi, the Musique player won’t open at my unit. I’ve tried the internet, another browser, and another device. My unit is [unit name]. Can you check?”
  1. Check for an unstable internet connection. The player pre-loads tracks to prevent interruptions, but prolonged instability can stop playback.
  2. Use the player’s connection test button — click it, then click “Start” and check the result.
  3. Clear browser cookies and data.
  4. Refresh the page and log in again.
  5. Test on another device — if playback is smoother elsewhere, the issue may be with the original device.
  6. Check if the device is entering sleep or energy-saving mode — some devices pause playback when the screen locks or the device goes idle.
  7. Keep the device dedicated to Musique and avoid running heavy applications alongside it.
  8. If the network keeps dropping, contact the unit’s IT team or internet provider.
Contact support when:
  • Music freezes even with a stable internet connection.
  • The problem happens on more than one device.
  • The connection test looks fine, but music keeps stopping.
  • Playback stops for hours at a time and doesn’t recover on its own.
Suggested message to support: “Hi, music is freezing/stopping at unit [unit name]. I’ve checked the connection, cleared the browser, and tested another device. This has been happening since [approximate date/time]. Can you check?”
  1. Verify the device is still connected to the internet.
  2. Refresh the player page.
  3. Log out and log back in.
  4. Check if the device entered sleep/energy-saving mode.
  5. Try a different browser (Chrome or Firefox).
  6. Test on another device.
  7. Check with IT or your internet provider about any prolonged outage or instability.
Contact support when:
  • This happens repeatedly.
  • The player doesn’t resume even after refreshing.
  • Internet is stable and the problem occurs across multiple devices.
Suggested message to support: “Hi, the player was open but stopped playing for several hours at unit [unit name]. We’ve refreshed the page and checked the internet. Can you look into it?”

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Volume & Audio Quality

  1. Adjust the volume directly on the computer, tablet, or phone.
  2. Check the volume on the sound system, speaker, mixing board, or amplifier.
  3. Check cable connections — a loose cable can cause low volume, drops, or noise.
  4. Test a different cable or audio input if possible.
  5. Test playback on another device to compare.
The Musique player has no volume control. Volume must be managed on the device itself or on the unit’s sound system.
Contact support when:
  • Music volume is fine, but a specific ad or announcement is unusually loud or quiet.
  • Volume varies significantly only on certain ads or announcements.
  • The issue doesn’t appear to be related to the unit’s equipment.
Suggested message to support: “Hi, we have a volume issue at unit [unit name]. The overall volume was adjusted on the equipment, but [describe whether the issue is with music, ads, or announcements]. Can you check?”
  1. Confirm the overall sound system volume is appropriate for music.
  2. Determine whether the issue affects all ads/announcements or just one specific one.
  3. Note the approximate time the ad/announcement played.
  4. If possible, record a short clip to aid in diagnosis.
Contact support when: This type of issue always requires support — volume adjustments on specific audio content must be handled by the support team.
Suggested message to support: “Hi, the volume of an ad/announcement is [too loud/too quiet] at unit [unit name]. It happened around [time]. Music volume is normal. Can you adjust it?”
  1. Check whether music plays cleanly through the device itself (e.g., with headphones).
  2. Test with headphones or a different speaker if possible.
  3. Inspect cables, adapters, inputs, and the sound system.
  4. Try a different cable.
  5. Test a different device on the same sound system — if it plays cleanly, the issue is likely with the original device.
Contact support when:
  • Audio has issues even outside the sound system.
  • The problem occurs across multiple devices.
  • The player itself shows abnormal behavior.
Suggested message to support: “Hi, sound has noise/cuts at unit [unit name]. We’ve tested cables and another device. Can you check if there’s something wrong with the stream?”

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Music Programming

  1. Determine whether it’s a specific song or the entire playlist.
  2. If it’s a specific song, note:
    • The song name (if known)
    • Approximate time it played
    • The date it occurred
    • A short recording, if possible
  3. If it’s the overall playlist, observe:
    • What times the repetition is most noticeable
    • Whether it happens every day
    • Whether it affects one unit or multiple
Contact support when:
  • The same song plays many times within a single period.
  • The playlist feels repetitive for several days in a row.
  • Customers or staff have raised the issue.
Suggested message to support: “Hi, we’re noticing music repetition at unit [unit name]. It mainly happens around [time]. It seems to be [a specific song / the general playlist]. Can you review?”
  1. Note the approximate time it played.
  2. Record a short clip if possible.
  3. Note the unit where it happened.
  4. Describe why the song seems inappropriate (e.g., incompatible genre, explicit lyrics, wrong language, wrong energy for that time slot).
Contact support when: Immediately — this type of situation must be reviewed by the programming team without delay.
Suggested message to support: “Hi, an inappropriate song played at unit [unit name] around [time]. The reason is [describe]. I have a short recording if it helps. Can you check?”
Music programming is built around the brand or group’s identity. Playlist adjustments are typically reviewed for the brand as a whole — not made for individual units in isolation.
  1. Document what prompted the request (e.g., songs are too energetic/mellow, wrong genre, repetition, customer complaints).
  2. Note the times when the issue is most noticeable.
  3. Provide concrete examples of songs or styles that aren’t working.
  4. If multiple units are experiencing the same issue, mention that.
Contact support when: Whenever there’s a recurring perception about the programming.
Suggested message to support: “Hi, we’d like to review the music programming. At unit [unit name], we’ve noticed that [describe]. This mainly happens around [time]. Can you evaluate?”

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Announcements

The microphone icon is used to create announcements, instant messages, and scheduled communications. It only appears when the feature is enabled for that user.
  1. Confirm you’re logged in with the correct user account.
  2. Refresh the page.
  3. Log out and log back in.
  4. Test in a different browser.
Contact support when:
  • The feature should be available for your unit, but the icon doesn’t appear.
  • Other users have the microphone but yours doesn’t.
Suggested message to support: “Hi, the microphone icon isn’t showing in my account. My unit is [unit name] and I need to use announcements. Can you check whether the feature is enabled?”
  1. Log in to the player.
  2. Click the microphone icon at the bottom of the screen.
  3. In the “Generate Audio” window, type your announcement text.
  4. Click “Generate Audio”.
  5. Once generated, click the play button to broadcast it through the sound system.
Contact support when:
  • The microphone icon doesn’t appear.
  • The audio doesn’t generate.
  • The announcement generates but doesn’t play.
  • The generated audio contains errors or incorrect information.
Suggested message to support: “Hi, I tried to make an immediate announcement but [describe the problem]. My unit is [unit name]. Can you check?”
  1. Log in to the player.
  2. Click the microphone icon.
  3. In the “Available Audios” block, select the audio to schedule.
  4. Click the green calendar button.
  5. Enter a name for the schedule.
  6. Choose the schedule type: one-time, daily recurring, weekly recurring, or monthly recurring.
  7. Set the date, frequency, time, and name.
  8. Click “Schedule”.
Contact support when:
  • The desired audio doesn’t appear in the selection list.
  • The schedule doesn’t save.
  • The scheduled announcement doesn’t play at the set time.
  • You need to create a new audio file not yet in the system.
Suggested message to support: “Hi, I need to schedule an announcement at unit [unit name], but [describe the problem]. Can you check?”
This feature is not yet available. It will be accessible after a schedule update.
Once available, the steps will be:
  1. Log in to the player.
  2. Click the microphone icon.
  3. Go to the “Schedule Announcement” tab.
  4. Browse the list of scheduled announcements.
  5. Click the announcement name to view details.
  6. To delete, click “Delete schedule” — deletion is immediate.
Contact support when:
  • A scheduled announcement doesn’t appear in the list.
  • You accidentally deleted a schedule.
  • A schedule appears on the list but doesn’t play at the programmed time.
Suggested message to support: “Hi, I’m trying to view/delete a scheduled announcement at unit [unit name], but [describe the problem]. Can you check?”

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Reports

  1. Go to play.musique.app.
  2. Log in with the unit’s credentials.
  3. Click the report button in the side menu.
  4. Select the desired time period if needed.
  5. To download, click “Export” — the file will be generated as CSV.
Contact support when:
  • The report button doesn’t appear.
  • The report doesn’t load.
  • The selected period returns no data.
  • You need a consolidated view across multiple units and don’t have admin access.
Suggested message to support: “Hi, I need to access the usage report for unit [unit name], but [describe the problem]. Can you help?”

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Quick Checklist Before Contacting Support

Before reaching out, run through this checklist:
1

Correct URL

Is the URL play.musique.app?
2

Internet

Is the internet connection working?
3

Login

Was login completed successfully?
4

Browser

Was the browser refreshed or tested in a private/incognito window?
5

Cache

Were browser cookies and data cleared?
6

Volume

Is the device volume turned up?
7

Muted tab

Is the browser tab unmuted?
8

Cables

Are cables and the sound system connected properly?
9

Another device

Was the issue tested on a different device?
10

Scope

Is this affecting one unit or multiple?
11

Evidence

Is there an approximate time, screenshot, video, or recording of the issue?

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What to Include When Contacting Support

Providing these details helps the team resolve your issue faster:
  • Brand name
  • Unit name
  • Login username (if known)
  • Time the problem started
  • Clear description of the issue
  • Screenshot if there’s an error on screen
  • Short video or audio clip if the issue is sound-related
  • What you’ve already tried
  • Whether the issue affects one device or multiple
  • Whether it affects one unit or several

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Contact Support Immediately When

These situations require immediate escalation — don’t wait:
  • No unit across the network can play music
  • An inappropriate song played
  • The player won’t play even after basic troubleshooting
  • Login doesn’t work after password recovery
  • You suspect a widespread failure or instability
  • An ad or announcement plays with a significant error
  • The announcements feature should exist for your unit but doesn’t appear
  • You need to update the recovery email, billing info, or account details

Contact Support

Reach the Musique support team directly.