BackgroundMusic

How do I unsubscribe from your app?

👉 iOS

1. Open Subscriptions on your mobile device. 2.Tap the app you'd like to unsubscribe. 3.Tap Cancel Subscription or Cancel Free Trial. If there is no Cancel button, or if you see an expiration message in red text, the subscription is already canceled.

⚠️ We recommend unsubscribing at least 24 hours before your subscription expires. We can’t cancel your subscription on your behalf, as Apple manages subscriptions and payments directly.

👉 Android

1. Go to your subscriptions in Google Play
2. Select the subscription you want to cancel
3. Tap Cancel subscription
4. Follow the instructions listed on the page

⚠️ We recommend unsubscribing at least 24 hours before your subscription expires.

How can I get a refund?

If you’re dissatisfied with our product, let us first apologize for not meeting your expectations. You can ask by following the steps below according to the platform used.

👉 iOS

1. Access this page
2. Sign in with the Apple ID you used to complete the purchase
3. Tap I'd like to > Select Request a refund
4. Choose the reason why you want a refund > tap Next
5. Select the subscription > tap Submit

As Apple manages all subscriptions and payments directly, we’re unable to issue refunds. For further information on Apple refunds, you’re welcome to contact Apple Support.

👉 Android

1. Access this page. Make sure you’re signed in to the Google Play account that’s used to purchase the subscription.
2. Follow the instructions listed on the page.

If you can’t find your subscription, you might have bought it on a different Google account. Find out how to switch accounts in this article.

My export failed

If the app cannot export your project to your device, here are a few troubleshooting tips you can try out:

1. Close the app from your background processes and launch it again.
2. Update iOS and the app to the most recent version.
3. Check that your device has enough available storage to complete the export. You can do so in Settings > General > iPhone/iPad Storage. Make sure you're not simply freeing up space on iCloud storage, as our app can't use that.
4. Switch to a different internet connection. If you're using a WiFi network, try your mobile data connection, and vice versa. If you're using a VPN, turn it off and try again.
5. Check for faulty files on your timeline. All pictures and videos shot with your device will work fine. However, the app may not recognize files from an external source (e.g., made or downloaded from WhatsApp, or created on other photo/video-editors).
6. Check that all assets in the project are saved to your device's storage. Assets saved to Cloud sources such as Google Drive and Dropbox won't work with the app. If any of the project's assets are saved on the Cloud, try downloading them to your device and re-adding them to your project.
7. If none of these steps help, try removing every single media (such as pictures, videos, and audio files) in order. By repeating the process for each asset, you'll quickly learn which is causing the issue. Then you can exclude it from your project.

I see an error message while creating a project or opening an existing one

If the error message displayed doesn't indicate how to solve the issue, please try the following:

• Close the app from your background processes and launch it again. Here's Apple's guide on the topic.
• Update iOS and Background Music to the most recent version.
• Verify the format of the content you’re trying to import. All pictures and videos in your camera roll and recorded with your device should be compatible with Background Music. Pictures or videos added to your Photos via other means (for example, those received via WhatsApp or Airdrop) and those edited with other apps (for example, a different video editor) may not be recognized by Background Music.
• Check that all assets in the project are saved to your phone's storage. Assets saved to Cloud sources such as Google Drive and Dropbox won't work with the app. If any of the project's assets are saved on the Cloud, try downloading them to your phone and re-adding them to your project.

If you're still facing the issue after performing these steps, you are welcome to send us a screenshot or a screen recording that could show what you experience.

How can I make sure that a soundtrack matches a specific part of my project?

To adjust a portion of the soundtrack you selected to a specific part of your project, you can follow these steps:

1. Select and add the soundtrack from the Music section of the menu at the bottom of the screen: it will appear under the pictures timeline, as a purple bar.
2. Tap on one of the side handles of the purple bar, hold your finger, and move it to the left or to the right: this way you can set the length of the soundtrack and select the part of it you'd like to include in your project.
3. Then, by pressing your finger on the purple bar (not on one of the side handles) and moving it to the left or to the right, you can move the whole soundtrack so that it matches the right portion of your project.

Should you be interested in adding more than one song, it will be enough to repeat the process with all the soundtracks involved.

How can I adjust the volume of a video included in my project?

You can follow these steps to adjust the volume of your video and make sure it can be replaced by the soundtrack you selected:

1. On your project’s timeline, select the video you want to edit: it will be successfully selected when it becomes purple
2. Tap on Volume: a volume bar will appear
3. Move your finger to the left or to the right to respectively lower or raise the volume of the video.

Can I mute a song included in my project while a video is playing?

Unfortunately, it's not possible to customize the volume of the soundtracks according to the different clips included in your project. Nonetheless, you're welcome to follow these steps to make sure the song interrupts while your video plays:

1. Select and add one soundtrack from the Audio section, by tapping on the Music icon (a music note)
2. The selected song will appear as a purple bar in the Audio section, right under the project preview
3. Move your finger until the red vertical bar corresponds to the point on which you wish to interrupt it
4. From the bottom menu, select Split: the selected song will be divided into two parts and you'll see two music icons appearing on the purple bar
5. At this point, hold your finger on each portion and move them to the left and right, matching the beginning and the end of the video.

How can I edit the song starting point?

Here are the steps you can follow to make sure the song does not start from the very beginning but from a specific point:

1. Select the song you'd like to edit by tapping on the purple bar.
2. Move your finger until the red vertical bar corresponds to the point of the song you wish to consider as a start.
3. From the bottom menu, select Split: the selected song will be divided into two parts and you'll see two music icons appearing on the purple bar.
4. Tap on the portion on the left and select Delete on the bottom menu
5. At this point, hold your finger on the second portion and move it to the. left, matching the beginning of the project.

How can I add a song from iTunes?

Only tracks that have been purchased via iTunes may be added to your projects. Here are the steps you can follow to do this:

1. Open Background Music and then the project you want to edit
2. Tap the music note symbol on the menu at the bottom
3. Tap iTunes—if you have an account on iTunes music, you can use the search bar to look for the song you'd like to add among the ones you purchased.

Please note that it might require some technical time for song to be visible in your library depending on iTunes functioning. As soon as the purchased item is available for use, it will be listed right under the iTunes tab (Music > iTunes)

If you can’t see your purchased songs, we suggest you contact iTunes support directly.

I see an exclamation mark on my project's assets

If you noticed exclamation marks appear on your previous creations or on the content you uploaded, this may be due to the removal of the related media from your camera roll.

As the app is currently not storing content locally, your photos and videos should always be saved on your camera roll to be used to create and reproduce projects with the app. Please, don't hesitate to try and re-import such media in your camera roll: this should allow your projects to be visible and editable again in Background Music.

If you deleted the file recently, you might be able to recover it from the Recently Deleted folder on your device. If you backed up the file to a different location (such as iCloud), you can download it onto your phone once again, then add it back onto your project.