Most Songbook questions come down to how a plan or song is set up on the website, the internet connection, or a setting on the device. Find your question below. When you contact support, include your app details from Settings > Other Stuff > About this app: tap the copy icon at the top right and paste them into your message.

Songbook searches the email addresses on people's profiles. Ask your church admin to check that your email is on your profile, spelled exactly as you're typing it. Many people sign in to the website with a different address from the one on their profile. If the message is "We couldn't look up your church." instead, that's a connection problem, not a missing church.

Finding your church only means your email is on a profile. Try signing in to your church's One Church website with the same email and password. If that fails too, reset your password on the website. A reset password works in Songbook straight away.

Songbook can't sign in a login that uses two-factor sign-in, or one your church's two-factor policy requires to set it up. To use Songbook, two-factor has to be off for your login and not required for you by your church's policy.

Songbook signs you out only when One Church ends your session, and then it says "You were signed out. Sign in again to continue." This also happens when your church's subscription or free trial has ended. Bad Wi-Fi and outages never sign anyone out. If you land on the email screen with no message, someone tapped Log out (in Settings or on the lock screen), or Songbook couldn't read its saved sign-in when it started.

Your login doesn't include access to the song library. Your church admin can give you the Full Read Songs permission, and Songs appears within seconds. Until then, you can still open every song on a plan you can see.

That's expected. The card always shows your church's next plan. The countdown and your team and position appear only when you're scheduled on that plan with a time that hasn't passed. If you should be scheduled, ask your worship leader to check the plan's team on the website.

Rehearse and the songbook button on Today need at least one song on the plan. Perform needs at least one song with a PDF chart, so a plan whose songs have only audio, or nothing, has no stage to show. On a song's page, Rehearse needs a chart or a track for the chosen arrangement and key.

The arrangement and key have no PDF: nothing uploaded for the key, nothing shared on the arrangement, nothing on the song, and no chord chart. Audio files and links don't count as charts. Ask your church admin to add a PDF on the website.

From a plan, a chart opens in the key the plan scheduled, so check the song's key on the plan on the website. From a song's page, it opens in the key selected there, which starts on the arrangement's default key. Either way, you can switch with Key in the chart header.

The song has more than one PDF for that key, counting the arrangement's shared files and the song's own files. Often it's the chord chart One Church creates plus an uploaded chart. Perform shows each one in turn. On the website, remove the one your team doesn't use, or move it to a different key.

Tap Retry. Songbook tries the download again, or reopens its saved copy, and on a second failure downloads a fresh copy, which needs a connection. If it still fails online, open the same file on the website. A PDF the website can't open either is a broken upload and needs to be uploaded again.

The chart viewer keeps the screen on only while the metronome or practice player is running. Use Perform for a service, which always keeps the screen on, or lengthen your iPad's Auto-Lock time.

Usually the marks are hidden or belong to a different file. Check that the squiggle in the chart header is on, that you have the same key, arrangement, and file open, and that View as isn't set to None. A chart replaced on the website starts with no marks. For the full checklist, see How do I annotate my charts in Songbook?

Set View as to Others, which needs a connection. Their marks must be on the same file (the same arrangement, and the same key for a key's own files) and must have reached One Church from their device. Marks don't update live, so tap Refresh annotations or reopen the chart to see new ones.

BPM counts the beats of the time signature, so 6/8 at 120 means 120 eighth notes a minute. To match a dotted-quarter tempo, the arrangement's BPM on the website needs to be three times it. See How do I use the metronome and practice player in Songbook?

Something else took over the sound, such as a phone call, or the metronome was closed, or you left the chart. On an iPad with the player open too, starting the track or switching to it pauses the click. Tap Play again.

Check the volume in the metronome's Click options, then your device's volume. The two work together, so a low setting in either one makes the click quiet.

YouTube and Vimeo always need internet, even on a downloaded plan. Open the link in a browser to check the video still plays there. Some Vimeo videos don't allow speed changes, so Speed stays at 100% on those.

Check that it's paired in your device's Bluetooth settings, that it's in a mode that sends arrow keys, Page Up or Page Down, Space, or Enter, and that Settings > Foot pedal > Pedal control is on. Presses are ignored while you're annotating or a sheet is open. See How do I set up a foot pedal with Songbook?

Check that the download button shows a cloud with a check mark. A ring with a red dot means the download stopped partway, so tap it on Wi-Fi to finish. Remember that YouTube, Vimeo, and the Songs library always need a connection.

They're hidden, not gone. Sign back in as the same person at the same church and they return. Downloads belong to one person at one church on one device.

The new order didn't reach One Church, usually because the connection dropped, so the rows went back. Try again with a good connection. If it fails every time, check that you still have the Full Write Service Plans permission.

The song or plan was deleted on the website, or you no longer have access to it. Check on the website. If you should have access, your church admin can fix your permissions. If the message said you don't have access, the song or plan opens again once your access is back: within seconds while Songbook is open and online, or the next time you return to the app or reconnect. If it said the song or plan may have been removed, it stays unavailable until you close and reopen Songbook. If a plan's download was removed, download it again.

Songbook locks when your church's subscription is canceled ("Your church's subscription has ended"), has an unpaid balance ("Your church's account is on hold"), or its free trial has ended ("Your church's free trial has ended"). Your downloaded plans are kept. Ask your church admin to resolve the account. Once it's active, the lock lifts on its own within about 5 minutes, or right away when you tap Check again. If Check again says "Still unavailable. Ask your church admin.", the account isn't active yet. A canceled subscription or an ended trial also signs you out, and you can sign in again once the account is active.

Check Settings > Other Stuff > About this app. If the app version is old, update Songbook from the App Store or Google Play. If the version is current but the Update row is old or shows a dash, close Songbook fully, open it again, and tap Update now when it asks.

What is One Church Songbook?

How do I sign in to Songbook?

How do I download a plan to use Songbook offline?

How do I set up plans, songs and permissions for Songbook?