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Fixes for the issues we hear about most, organized by where they show up. If you can’t find your answer here, contact support.

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Account & sign-in

Click Forgot Password on the sign-in page, enter your email, and follow the reset link sent to your inbox. Check spam if you don’t see it.
  1. Verify you’re using the correct email address — and the same sign-in method you signed up with (email, Google, or Apple)
  2. Try resetting your password
  3. Clear your browser cache and cookies
  4. Try a different browser or incognito mode
After multiple failed sign-in attempts, accounts are temporarily locked for security. Wait 15 minutes and try again, or reset your password.
Your view is always scoped to the active organization. Click the organization name in the navigation and switch — gigs, members, and settings all change with it.

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Notifications

  1. Check your notification preferences in your profile — each engagement kind (invitation, crew offer, availability check) has its own email toggle
  2. Verify your email address is correct
  3. Check spam/junk folder
  4. Add noreply@soundcheck.live to your contacts
  1. Check your device notification settings
  2. Ensure the Soundcheck app has notification permissions
  3. Verify push is enabled in your Soundcheck notification preferences
  4. Try logging out and back in
See push notifications for the full setup guide.
Open your profile → Notification preferences. Each kind of engagement can be toggled per channel (email, SMS, push), so you can mute the categories you don’t need without going silent entirely. See notifications.

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Gigs

Check your role. Owners, admins, and gig coordinators can create gigs; members can only view and respond to gigs they’re assigned to. See roles & permissions.
Two gates can block settlement: unpaid crew payouts (“Settle all payouts in Finances first”) and, if your organization enforces close-out gates, incomplete checklist steps (“Complete N close-out steps first”). Clear the payouts from the gig’s Finances tab and the steps from the Closeout tab — or an owner/admin can use Override & settle with a logged reason. See post-event closeout.
Only Draft and Active gigs can be cancelled. Once a gig is Completed or Settled the show has already happened, so cancelling isn’t offered — the record stands. Also note cancelling can’t be undone; Soundcheck asks you to confirm and shows what the cancellation affects first.
  1. Check your internet connection
  2. Refresh the page
  3. Make sure you clicked Save
  4. Try logging out and back in
  5. Clear browser cache if the issue persists
  1. Check your Mailbox and accept the invitation
  2. Make sure you’re in the correct organization
  3. Check whether the gig was cancelled
  4. Contact the organization admin

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Invitations & engagements

You’ve hit your plan’s seat limit — the message tells you the cap and your current member count. Remove members you no longer work with, upgrade your plan, or contact us about a custom limit. Pending invites in the same batch count toward the check. See the billing FAQ.
  1. Verify the email address is correct
  2. Ask them to check their spam folder
  3. Revoke and resend the invitation
  4. If it’s an organization invite, confirm you’re not at your seat limit
  1. Make sure you’re logged in with the email the invitation was sent to
  2. If the event has already passed, the buttons are replaced with “Event has passed” — past engagements can’t be answered
  3. Try opening the notification link again; it deep-links to the exact row in your inbox
  4. Contact the person who sent the invitation

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Features & access

Three things gate features, in order of likelihood:
  1. Plan — CRM features like customers, venues, and leads require the Team plan; call lists require Pro.
  2. Role — finances, payouts, and member administration require owner/admin access.
  3. Rollout — some features (tours, run of show, closeout, the client portal, bank accounts) roll out per organization. If teammates in another org have something you don’t, contact support.
  1. Refresh the page
  2. Try a different browser
  3. Clear cache and cookies
  4. Check our status page for known issues
  5. Contact support with details about the issue
  1. Check your internet connection
  2. Close other browser tabs
  3. Clear browser cache
  4. Try a different browser
  5. Disable browser extensions temporarily

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Payments & payouts

Confirm that the member accepted their invitation, has an unpaid payout record, and completed payout onboarding from their profile. The payout review lists ineligible rows with the reason so you can fix setup before the next run. See gig payments.
Bank accounts show a status badge — Verified, Pending, or Unverified — on your profile and in organization payment settings. Only verified accounts can fund or receive ACH payouts. If an account sits in Pending, finish the verification steps from where you added it, or contact support.
Processing is normal while the payment provider confirms settlement — ACH transfers in particular take longer than card payments. The gig’s payment history updates automatically when the payout settles or fails. If a payout fails, review the error on the payment row and retry once the issue is fixed.

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Mobile app

  1. Force close and reopen the app
  2. Restart your device
  3. Check for app updates in the App Store or Play Store
  4. Uninstall and reinstall the app
  1. Check your internet connection on both devices
  2. Pull down to refresh on mobile
  3. Log out and back in
  4. Check that you’re in the same organization on both
See offline and sync for what’s expected to work without a connection.
That’s expected. Your Mailbox and profile are always available on mobile; other mobile surfaces are enabled per organization. If a tab you need is missing, ask your organization admin or contact support.
Soundcheck is available on iOS (App Store) and Android (Google Play). Ensure your device meets minimum requirements and you have sufficient storage. See installation.

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Getting more help

Email us at support@soundcheck.live. Team plan subscribers receive priority support with faster response times.
Email support with:
  • A description of what happened
  • What you expected to happen
  • Steps to reproduce the issue
  • Screenshots if possible
  • Your device and browser information
Yes, check status.soundchecklive.io for real-time system status and incident updates.