Troubleshooting Common Issues

Quick fixes for the most common issues. If your problem isn't listed here, get in touch and we'll sort it out.

"Members Only" Message — But I'm Subscribed

This usually means the player isn't seeing your active account properly. It's almost always a login or browser issue, not a lapsed subscription.

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, email us at hello@melodial.com and we'll look into your account directly.

Music Keeps Cutting Out or Buffering

Buffering is almost always a connection issue, not a problem with the app.

Try these fixes:

- Check your internet connection: Open a website or video on the same device to confirm your connection is working.

- Move closer to your router, or switch from WiFi to mobile data (or vice versa) to see if the issue improves.

- Switch to a Radio station: Radio streams tend to recover from connection drops more smoothly than on-demand playback. If Radio plays fine but your playlist doesn't, the issue is likely intermittent connection.

- Close other apps or browser tabs that might be using bandwidth.

- Restart the app and try again.

If the issue persists, it may be your internet provider — Melodial streams at 128kbps, which is very low bandwidth.

Can't Log In to the App

Your Melodial app password and website password are separate — resetting one won't change the other.

To reset your app password:

1. Log in to melodial.com/account with your website password.

2. Under Mobile App Player Settings, click Reset Mobile App Password.

3. Check your email for the new password and use it to sign in to the app.

To reset your website password:

1. Go to melodial.com/account/login.

2. Click "Forgot your password?" and enter your email.

3. 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.

How Do I Cancel My Subscription?

No questions asked — you can cancel at any time.

Steps to cancel:

1. Log in at melodial.com/account.

2. Click Manage Subscriptions.

3. On the Subscription Management page, click Cancel.

Your access continues until the end of your current billing period.