Support

Email [email protected] · replies within one business day

Hosting

What do I need to host?

An Apple Music subscription on the Apple ID signed in on your phone, and a way to get sound from your phone to your speakers. That is all. There is no account to link and nothing to configure.

The app can't play anything

Open the Music app and play any song. If that does not work either, the subscription is not on the Apple ID your phone uses for media. Check Settings → your name → Media & Purchases, which can be a different account from your iCloud one.

Does my phone need to stay unlocked?

No. Playback continues with the screen locked. Keep the phone in the room, connected to the speakers and ideally on power, because it is the player for the night.

The music stopped

Open Join Queue and check the console. If the room went quiet, the app will say so and offer to start it again. Nothing is charged for a song that did not play.

Joining a room

Do I need Apple Music to join?

No. Guests need nothing beyond the app and the room's code. The music comes from the host's subscription.

I paid and my song hasn't played

Paying puts your song in the queue. It does not buy a position and it does not buy an immediate play. Everyone in the room votes, a room can be busy, and songs move. You can see where your request sits on the board at any time. If the night ends before it comes up, you are not charged.

Why did my song end up lower than one that cost less?

Because price has nothing to do with the order. Every request enters at the bottom and moves only on votes. What you pay reflects how busy the room was when you asked, not where your song lands. A song keeps moving until roughly thirty seconds before it is due to play, at which point it locks in as the next song and can no longer be moved by anyone.

Can I pay to skip the song that's playing?

No. Only the host can skip, and nothing in the app sells that. Guests can downvote a song in the queue — one free downvote per person, and downvotes cannot be stacked or bought.

What do extra votes do?

Everyone gets one free upvote or downvote on any song. Extra votes bought in the Store let you push a single song harder, up to three votes on it. They only work upward; there is no way to buy a song down.

Payments

Where do my card details go?

Song requests, including ones paid with Apple Pay, are processed by Stripe. Join Queue never receives or stores your card number. We keep a payment reference, the amount, the card brand and the last four digits, so a receipt and a refund are possible.

Anything bought in the Store — vote packs, request packs, Queue+ — is an Apple in-app purchase. Apple takes that payment and we never see any of your payment details for it.

How do I get a refund?

A song request that did not play is not charged, and needs no action from you. If you think you were charged in error, email [email protected] within 30 days with the room code and roughly when it happened. Refunds go back to the original card.

Store purchases are handled by Apple, not by us. Ask Apple for those refunds at reportaproblem.apple.com.

Your account

How do I delete my account?

In the app: Profile → Privacy → Delete Account. This removes your account and your request and vote history, releases any pending payment holds, and forfeits any unspent vote credits. Payment records are kept where tax law requires it.

If you cannot sign in, email us from the address on the account and we will do it for you within 30 days.

How do I get a copy of my data?

In the app: Profile → Privacy → Download my data. You can also email [email protected] from the address on the account and we will reply within 30 days. See the privacy policy for what we hold.

Still stuck

Email [email protected]. Include what you were doing, what happened instead, your device and iOS version, and the room code if there was one. We usually reply within one business day.