Help & FAQ
Quick answers to the most common questions. Can't find what you need? Drop us a line on the contact page.
Account
How do I create an account?
Head to Register, enter an email and a password (8+ characters), and you'll be in. We'll send a verification email, confirm it to unlock all the free-tier features.
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?
Email us at hello@basslinemusic.co.uk from your registered address. We'll delete your account and all associated data within 30 days, in line with UK GDPR.
Subscriptions & Billing
What's the difference between Free, Basic and Pro?
Free: stream up to 5 tracks, browse the catalogue. Basic (£4.99/mo): unlimited streaming, full catalogue access. Pro (£9.99/mo): everything in Basic, plus the DJ Mixer, Party Mode, early access to new tracks, and the ability to request tracks.
How do I upgrade?
Visit /upgrade, choose your tier, and you'll be taken to a secure Stripe checkout. Your account upgrades immediately on payment.
How do I cancel?
From your dashboard, open the Subscription tab and click "Manage subscription". This opens the Stripe customer portal where you can cancel any time. You keep access until the end of your current 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.
Streaming & Playback
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.
Audio cuts out when I switch apps on my phone, how do I fix it?
On iOS, make sure you're on Safari (other browsers can't background-play). After a recent update, audio should keep playing when you lock the screen or switch apps, with controls on your lock screen. If it still cuts out, force-quit Safari, reopen the site, and try again, that clears any stale tab state.
The track skips or fails to load.
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?
Not currently. We're a streaming service and tracks are licensed for online playback only.
Account sharing
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 (§4 Accounts and §6 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.
DJ Mixer & Party Mode
Privacy, security & data
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, payment metadata held by Stripe). Everything is encrypted in transit (TLS 1.3) and at rest.
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.
Still stuck?
Drop us a message on the contact page or email hello@basslinemusic.co.uk. We aim to reply within 2 working days.