Help & FAQ

How do I create an account?

Head to Register to create an account with email and password, or choose Continue with Apple. Email registrations need verification before you can sign in; Apple registrations are authenticated through Apple.

I've forgotten my password.

On the login page, click "Forgot your password?" and we'll email you a reset link. The link expires after 1 hour.

How do I change my display name or avatar?

Go to your dashboard → Profile tab. You can edit your display name and pick a new avatar from the built-in selection.

How do I delete my account?

In the iOS app, go to Profile → Delete Account and type DELETE in capital letters when prompted. This permanently deletes your account and associated data, and cancels any active subscription. You can also email us at hello@basslinemusic.co.uk from your registered address.

What's the difference between Free, Basic and Pro?

Free: stream up to 5 tracks per day, browse the catalogue. Basic (£4.99/mo): unlimited streaming, full catalogue access. Pro (£9.99/mo): everything in Basic, plus DJ Mixer, Party Mode, early access tracks, offline downloads (app only), and the ability to request tracks.

How do I upgrade?

Subscriptions are managed on the web. Visit /upgrade, choose your tier and complete the secure Stripe checkout. Then sign in to the iOS app with the same account to unlock your subscription features.

What happens if I upgrade from Basic to Pro mid-month?

Your Pro access starts immediately. Stripe credits the unused portion of your Basic plan, then charges only the prorated difference for Pro for the rest of the current billing period. Your normal renewal date stays the same, and future renewals are at the Pro price.

How do I cancel?

Sign in on the web and go to your dashboard Subscription tab, then click "Manage subscription". This opens the Stripe customer portal where you can cancel at any time. You keep access until the end of your billing period.

Do you offer refunds?

Under the UK Consumer Contracts Regulations 2013 you have a 14-day right to cancel new subscriptions for a full refund, provided you haven't streamed any content. After streaming begins, the digital-content waiver applies and refunds are at our discretion. Contact us if you've been billed in error.

Can I stream on more than one device at once?

No. Bassline Music allows one active stream per account. If you start playing on a second device, your first device pauses automatically and shows a notice. This applies across phones, tablets, browsers and tabs, anything streaming under the same login. The lock kicks in within ~15 seconds of the second device starting playback.

My playback paused with a 'streaming on another device' message. Why?

Either you've signed in somewhere else and started a track there, or someone else has your password. Tap Play here instead on the original device to take playback back. If you didn't start a stream elsewhere, change your password immediately and review our policy on account sharing below.

The track skips or fails to load on the web.

Most often a network issue. Try a hard refresh (Cmd/Ctrl+Shift+R), check your connection, and re-try. If it persists, let us know which track and we'll investigate.

Can I download tracks for offline listening?

Yes, on the iOS app with a Basic or Pro subscription. Open an eligible track, tap the download icon, and it saves for playback without an internet connection. Some tracks — early access, originals and commissions — are only downloadable on Pro. Downloads are managed in the Downloads section of the app. The web app is streaming-only.

Are there any limits on downloads?

A few, to keep the service fair and secure:

• You can have up to 3 active iOS devices registered for offline downloads per account. Registering a new device will automatically revoke the least-recently-used active device.
• Downloads are rate-limited per account, device and track. If you hit a limit, the app will queue the track and retry automatically — you'll see the queue status on the Downloads screen.
• Downloaded files are encrypted and locked to your registered device. They can't be copied out or played outside the Bassline Music app.

Audio cuts out when I switch apps on my phone, how do I fix it?

On the Bassline Music app (iOS/Android), audio plays in the background and continues when you lock your screen or switch apps, with lock-screen controls. On the mobile web browser, use Safari on iOS for the best background playback. If audio cuts out, close and reopen the app or browser tab.

Can I share my account with my partner / mate / household?

Your subscription is for personal use only. Account sharing is not permitted under our Terms of Service (§5 Accounts and §7 Acceptable Use). One stream at a time, on devices you personally use.

What happens if I share my account anyway?

Two things. First, the technical limit: only one device can play at a time, so two people listening together will keep interrupting each other. Second, sharing is a Terms breach. Repeated or commercial sharing can lead to suspension or termination, with no refund of the unused period.

I think someone else is using my account.

Sign in, change your password from your dashboard, and email hello@basslinemusic.co.uk if anything looks off (unfamiliar plays, billing changes). We'll review activity and help secure things.

Why doesn't Bassline offer a family plan?

We're a small operation focused on a niche genre. Adding multi-seat plans, household billing, parental controls and shared playlists is significant overhead we'd rather invest in catalogue and quality. If demand grows we'll revisit.

Is there a mobile app?

Yes. The Bassline Music app is available on iOS from the App Store. The app supports background audio, lock-screen controls, offline downloads for eligible Basic and Pro members, DJ Mixer, and Party Mode.

How do I manage my subscription from the app?

The app shows your current subscription features, but purchases and billing changes are not available in the app. To start, change, or cancel a subscription, sign in to your account on the Bassline Music website and use the Subscription section of your dashboard.

How do I request a track from the app?

Pro members can go to Profile → Request a track. This opens the request form where you can submit a YouTube link, track title, and notes. We'll reply in the thread.

Where do I find the DJ Mixer?

On web: /mixer. In the app: Profile → DJ Mixer. Pro members only. Two decks with crossfade and volume control. Drag tracks from the library on the right.

What is Party Mode?

A queue-based playback mode. On web: /party. In the app: Profile → Party Mode. Build a setlist, hit play, and tracks crossfade automatically. Pro feature.

What can I buy in the shop?

High-quality WAV downloads of tracks and official Bassline Music merchandise. Each product page shows the format, price and any licensing restrictions.

How do I download a purchase?

After checkout, sign in to your account on Bassline Shop and go to My Orders. Your download link will be available for 48 hours and is single-use.

What format are the WAV downloads?

WAV downloads are high-quality uncompressed audio files. The exact format is shown on the product page.

Can I get a refund for a shop purchase?

Digital downloads can be refunded if the file has not been downloaded. Merchandise can be refunded if it has not been shipped. Contact shop@basslinemusic.co.uk with your order number.

What can I do with the music I buy?

Personal listening only. You cannot redistribute, resell, perform or broadcast the files without the appropriate licences from the rights holder.

Can I share my purchase with someone else?

No. Downloads are licensed to your account and are for your personal use only.

How do you protect my data?

See our privacy policy. Short version: we hold the minimum we need to run the service — email, hashed password, your listening history, and payment metadata held by Stripe. Everything is encrypted in transit (TLS 1.3) and at rest.

Do you use analytics or tracking?

The mobile app uses PostHog (EU servers) for pseudonymous product analytics, such as app opens, feature interactions, track playback, downloads and subscription tier. The web app uses Microsoft Clarity and Google Analytics to understand how visitors use the site (pages visited, clicks, scrolls, session recordings). These events are linked to an internal account identifier where possible, not your name, email address, or payment details. No personal data is sold or shared with advertisers. See our privacy policy for full details.

Do you sell my data?

No. Never. We make no money from advertising or data brokers, only from subscriptions.

How do I exercise my GDPR rights?

Email hello@basslinemusic.co.uk with the subject line "GDPR request". We'll respond within 30 days.