Support
Why am I having problems signing in and accessing features after I updated?
OnSong 2019.12 had made changes to how features like OnSong Console, Drawing, Scenes, and MIDI are accessed. The following will provide some steps for scenarios you may have experienced. It is our goal at OnSong to ensure that you maintain access to ...
How can I take a screenshot to share with support?
iOS and iPadOS allow you to press physical buttons on the device in order to take a screenshot. This method changes slighting depending on your device. Devices with Home Buttons If you have an iPad or iPhone with a physical home button, you can take ...
Why did I suddenly lose access to features I had like drawing or console?
OnSong recently released an update that launched OnSong Premium, a new subscription pricing model. Our goal through this process was to ensure that users who had previously purchased add-ons like the Drawing Tool, or OnSong Console would retain ...
Why did the "+" button disappear from the sets screen?
We believe that this is an issue with certain versions of iOS/iPadOS and recommend that you run the latest version of iOS/iPadOS available. Also ensure that you are running the latest version of OnSong. You can also try restarting OnSong or your ...
How can I restart OnSong?
OnSong is designed to run without requiring to shut it down after use. In fact, it's best just to exit to the device's home screen when you're finished running OnSong so that it has time to close properly. If you're playing audio, OnSong will keep ...
How can I make sure I receive email responses from OnSong support?
When you contact OnSong for support, your request is placed into our technical support queue. When we answer your requests, those responses are sent to you via email. This can be problematic if your email service provider or email application ...
How can I get quick responses from OnSong Support?
Usually, we recommend using the Fast Track option within OnSong if you need support and assistance fast. It costs $1.99, and you can Fast Track a support ticket by being in OnSong > tap Utilities gear in menubar > Communicate > Get Support > Fast ...
I'm trying to join the beta team but it's asking me for a TestFlight invitation code?
To join the OnSong Beta Team, you will need to tap on the Join The Beta Team button when viewing the OnSong Beta page on your iOS or iPadOS device. From there you can download TestFlight and install the OnSong Beta app. This process will ...
How can I reboot my device?
While rare, you may need to reboot your iPad or iPhone, especially if there is an issue with the operating system that is preventing operating system functions. This process is slightly different depending on your device's physical buttons, or lack ...
Is my OnSong using too much memory?
OnSong runs on iOS devices which have both storage and system memory or RAM. If you're concerned about how much space OnSong takes up in storage, please read the How much space do I need for my OnSong library article. OnSong itself takes up about 50 ...
How can I restart/reboot the OnSong app?
While apps in iOS are designed to work without any user intervention, there are times that closing OnSong and starting it again may be necessary. For instance, switching external video modes may necessitate a restart. This process is different ...
Does OnSong have a phone number I can call for support?
OnSong does not currently offer telephone support. The trouble with telephone support is that we frequently need to exchange information that is not easily communicated verbally such as website URLs, video tutorials, library diagnostics, and much ...
How do I report a crash?
At OnSong, we take any issues with OnSong stability very seriously. Be sure to contact OnSong if you experience a case of your app returning to the iPad home screen. While many factors can cause a crash, we may require to review any crash logs so we ...