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These messages mean that your device cannot reach Free Your Music right now. Your transfers are safe in every case: they run on our servers and go on while the app or the browser tab is closed. Check your connection, look at the status page, and try again.
"You are offline."
Your device has no working internet connection, or something on the network blocks Free Your Music. The web app tries again every 10 seconds, and shows when it last updated. "Your transfers keep running on our servers. Numbers update when you are back online."
Get back online
- Open another website to check that your internet connection works.
- Turn off a VPN, proxy or firewall for a moment, and try again.
- Switch between Wi-Fi and mobile data on a phone.
- In the web app, click "Try now".
"We cannot reach Free Your Music"
The message goes on: "The problem is on our side. Your transfers are safe and continue when we are back." Your internet is fine, but our server did not answer.
When our server does not answer
- Look at the Free Your Music status page to see if we know about a problem.
- Wait a few minutes and try again. The web app has a "Try again" button.
- If the status page shows no problem and the message stays, close the app or the tab and open it again.
- Still there? Write to support@freeyourmusic.com.
During planned maintenance, the web app shows when we are back, for example "Back in a few minutes". Running transfers wait and go on by themselves, and the page reloads by itself.
The app asks for an update or a reload
- "Time for an update" (iPhone and Android app): "This version can no longer talk to our servers. The new one takes a minute and keeps everything." Update the app in the App Store or Google Play.
- "Reload to go on" (web app): this version of the page can no longer talk to our servers. Click "Reload now". Your draft and your transfers stay.
- "A new version is ready" (web app): click "Reload" when you have a minute. Running transfers are not affected.
"You are signed out"
In the web app, your session ends after 30 days, or when you sign out on another device. Click "Sign in again". You come back to the page you were on, and your transfers go on.
The app crashed or does not open
Get Free Your Music to open again
- On a phone, close Free Your Music in the app switcher and open it again. In the web app, reload the page.
- Still nothing? Update the app in the App Store or Google Play.
- Still stuck in the app on your phone? Open the web app in a browser and sign in with the same account. Everything is on your account.
- If the phone app still does not open, read reset app data and reinstall. A reset loses nothing that is on your account.
A crash does not stop your transfers. They run on our servers, so they go on while the app is closed.
Frequently asked questions
Is Free Your Music down right now?
Look at the Free Your Music status page. If it shows no problem, check your own connection and open the app again.
Did I lose my transfer after a crash?
No. Your transfers run on our servers and are saved on your account. They go on while the app is closed.
Can I close the app or the browser tab while a transfer runs?
Yes. The transfer runs on our servers and goes on. Open the app again later to see the result.
Still having trouble? Contact support and tell us what you see.