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Common fixes by area. Still stuck? 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 the email address or phone number and the same sign-in method you used at signup (email, phone, Google, Apple, or AgentID)
  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 limited to the active organization. Click the organization name in the nav to switch; gigs, members, and settings all follow.

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Notifications

  1. Check your own choices in My Settings (account menu) under Notifications
  2. Ask an owner or admin to review Settings → Workspace → Notifications for your org’s engagement defaults
  3. Verify your email address is correct on your profile
  4. Check spam/junk folder
  5. Add no-reply@soundchecklive.io to your contacts
Lock-screen push is the supported mobile alert path. Time-sensitive items (invitations, crew responses, availability checks) should appear on your device when permissions and org defaults allow.
  1. Check device notification settings and Soundcheck app permissions
  2. Confirm your org’s notification defaults include push for the engagement kinds you care about
  3. Try logging out and back in
See push notifications for setup and what each alert type covers.
Turn off the alerts you don’t need in My Settings (account menu) under Notifications. Owners and admins can also adjust org-wide engagement defaults under Settings → Workspace → Notifications. 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. A new gig also needs both a name and a location. On web you’ll see Location is required under the venue field; on mobile, Create stays off until both are filled in.
Two things can block settlement: unpaid crew payouts (“Settle all payouts in Finances first”) and, if your org enforces close-out requirements, incomplete checklist steps (“Complete N close-out steps first”). Clear payouts on Finances and steps on Closeout, or have an owner/admin use Override & settle with a logged reason. See post-event closeout.
Only Draft and Active gigs can be cancelled. Completed or Settled gigs already happened, so cancel is not offered. Cancelling cannot be undone; Soundcheck shows what it affects before you confirm.
  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 hit your plan’s seat limit. The message shows 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 already passed, buttons show “Event has passed” and past engagements cannot 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

Check these in order:
  1. Plan: Leads and the customer and inventory directories need Team or Enterprise. Call lists, Finances, and Offerings need Pro or above. Manual staffing on gigs works on every plan. A sidebar item your plan doesn’t include shows a chip with the plan it needs.
  2. Role: finances need owner, admin, or Finance access; sending payouts needs the Owner or the Finance role, and recording payments needs one of those or finance access; member admin needs owner or admin access.
  3. Organization features: Customers and Contacts appear only when CRM is turned on for your organization. Sponsor records are a tab on the Leads page, not a sidebar item.
  4. Gig workflow: new organizations start on Run of Show and crew shifts. Older organizations keep the timeline and invitations until an owner or admin switches in Settings → Gigs → Gig workflow.
  5. Rollout: some features, such as the client portal, roll out per org. If another org has something you lack, 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.
Organization funding banks show Verified, Pending, or Unverified after micro-deposit verification. Member payout banks show Ready when they can receive ACH, or Pending / Failed while registration is still in progress. Only a verified org account can fund a run, and only a ready member account can receive it. If an org account sits in Pending, finish the micro-deposit steps from organization payment settings, or contact support.
Processing is normal while the provider confirms settlement. ACH usually takes longer than card. 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. The tab bar shows Gigs, Inbox, and You. Some organizations move Inbox to the top of the Gigs screen instead of the tab bar. What You holds depends on what your organization has enabled. 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 info@soundchecklive.io, or choose Help → Feedback in the app header. For billing questions on Enterprise, use Contact Support on the Billing page. Pro, Team, and Enterprise 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. It’s also linked from Help → Status in the app header.