HELP DOCUMENTATION FILE FOR CEFLIX TUNES
SIGNING IN
I forgot the email address associated with my CeFlix Tunes account
If you can’t sign in because you don’t know the email address associated with your account, try the following: If you know neither the profile URL nor the email address associated with your account, refer to I forgot password associated with my CeFlix Tunes account.
I‘m having trouble signing in through my Android device
Try turning off your internet connection and switching it back on again. (If you’re using data you may also want to switch to wi-fi). Then can you try refreshing your page.
If you’re still having problems after that can you also try clearing your cache. To do this, head to ‘basic settings’ in the app and select ‘Clear application cache’. You may also want to force stop the app going to your application manager and clicking ‘Force Stop’. Then try opening the app again to see if that has resolved the issue.
Finally, you could simply try deleting and reinstalling the app. This sometimes helps resolving issues.
In the event that none of these steps work, please contact us via info@ceflixtunes.com, and we will help you troubleshoot the next steps.
I’m having problems signing in on iOS
You may also want to force stop the app by double-clicking the home button to bring up all of your open apps, then drag up on the CeFlix Tunes page to close the app. Now try opening the app again to see if that has resolved the issue.
Finally, you could simply try deleting and reinstalling the app. This sometimes helps to resolve issues.
In the event that none of these steps work, please contact us via info@ceflixtunes.com, and we will help you troubleshoot the next steps.
I requested a password reset, but I have not received a password reset email
If, after requesting a reset of your password, you don’t receive a password reset email, do the following:
Check the Spam or Junk Mail folder.
Search for an email with the title “Reset your CeFlix Tunes password”.
Wait five minutes for the password reset email to arrive.
Check your other email accounts, if any, for a password reset email.
Or click resend reset email.
I can’t sign in because don’t know the email address or profile URL associated with my CeFlix Tunes account
If you can’t sign in to your account because you don’t know the email address nor the profile URL, try some of the following:
Use CeFlix Tune’s search function to find your account
Search for any emails that you’ve received from CeFlix Tunes in the past, and look at the email address that they were sent to.
If you have found the email address of profile URL associated with your account, you can use that to sign in.
I don’t have access to my email or password
We take the security of our community member’s accounts very seriously. If you’ve forgotten, or lost access to the email address attached to your CeFlix Tunes account, we’ll do our best to help. Please follow the steps below to see if you can regain access to your account:
Sign in with Gmail account
If you have connected your Gmail accounts to your CeFlix Tunes account, then you can sign in with the Sign in with email icon to regain access.
Recover your email address
If you are aware that the email address you have connected to your CeFlix Tunes account is no longer active, then please review the account recovery steps for your email provider. Which email provider did you use?
Once you have reactivated your email, you can send a password recovery email to it from there.
I can’t recover my email address!
We take the security of our community member’s accounts very seriously. If you’ve lost access to the email address attached to your CeFlix Tunes account, we’ll do our best to help. But keep in mind, if we’re not able to verify you as the account owner, we cannot give you access to an account.
To help regain access to your account, please answer the relevant information below with as much detail as possible:
Confirm the email address associated with the account
When was the account created? When did you last sign into the account? What IP address was the account accessed from last? You can find your own IP by Googling “what is my IP”
Do you know the name and/or upload date of any private tracks on the account?
Do you know the name of any tracks which were previously deleted from the account?
Please provide an email address that you would like attached to the account instead.
Please note: the email cannot already be attached to a CeFlix Tunes account.
Okay, I wrote to Support and answered all the questions. What happens next?
Our Support team will be getting in touch with you as soon as possible. If enough of the information you provided matches up with what’s on the account, we will add the new email address to your account and send a password reset link to it, as well as update you via correspondence.
I signed in, but this isn’t my account
If you have signed in, but aren’t in your usual account – don’t worry. Your regular profile likely still exists. Type the Profile URL into your browser’s search bar.
Did you sign in with your email address?
If you signed in through your email and created a new account, this means that your regular profile isn’t attached to the email you think it is. Please do the following:
Delete the new profile you have created through your Account Settings page Send a password reset link by inputting your Profile URL . This will send a password recovery link to the primary email address that is registered to the CeFlix Tunes account.
Search each of your email accounts for messages that come from CeFlix Tunes. The email that receives a password reset link is the one attached to your regular profile.
I think my account was hacked and deleted If your account was deleted
If your account was deleted by someone else, please email our Support team through info@ceflixtunes.com from the email address associated with your account. Once the account is restored, please immediately take the following steps to secure your account:
1. Set a strong password
2. Revoke any connections to your account
3. Add a secondary email address to reduce the likelihood of getting locked out of your account
4. Remove any inactive, or unknown, email address connected to your account
I’m having issues staying signed in
Are you using the ceflixtunes.com web site? If so
Clear your browser’s cache, and try signing in again.
Check our status blog to make sure that there is no ongoing service disruption that could cause issues in staying signed in.
Disable any extensions or plug-ins on your browser that could be causing difficulties
Try using another browser, or an incognito/private window.
CREATING AN ACCOUNT
I get an error when I try to create an account
First, check to see if we are experiencing troubles on site by visiting our Status Blog. This may explain why you are having difficulties creating an account.
If we are not experiencing any troubles at this time, what error message are you seeing?
We couldn’t sign you up
[For iOS users] You may be using an old version of our app for which email signup has been disabled. Please upgrade to the latest version or sign up with email.
Our robots think this signup/sign in looks too much like spam
If you’re having troubles signing up to CeFlix Tunes and, this is because the location you’re coming from is getting flagged by our anti-spam systems as suspicious.
To rectify this error, try creating an account in another browser, from a different computer, different location, or a new email address!
When signing up, it says my email is already in use
It may be that you already have a CeFlix Tunes account, try logging in again.
I confirmed my email, but still can’t use CeFlix Tunes properly
If you confirmed your email, but are still being notified on-site that this action hasn’t been made, don’t worry. This is due to caching, and your profile not recognizing the new information. Please sign out, and back into your account to refresh your profile.
I was able to create an account, but haven’t received my email confirmation
Confirmation emails are generally sent out instantly. If you haven’t received one yet, please try the following:
1. Check your spam folder to make sure it didn’t end up there by accident
2. Try again to re-send the email confirmation from your account (this can be done through your Email Settings page).
3. If it still isn’t working, check to see if there’s a typo in your email in your Email Settings page.
MANAGING MY PROFILE
The Profile URL I want is taken CeFlix Tunes profiles URLs are unique. This means if the URL you want has already been claimed, you will need to select a different one. We recommend trying to add words such as “music”, “sound” or separating different words by ‘-’ or ‘_’ to create a unique URL of your own.
If you get an error message or are unable to save changes when trying to register a URL that appears not to be in use, and you’ve gone through the troubleshooting steps on the page, it may be that the URL has been suspended and cannot be released.
Please note: if you believe your desired Profile URL is in use by somebody impersonating you, you can report it at info@ceflixtunes.com if you own the live registered trademark to this name.
Resetting your password
If you would like to reset your password, you can do so in your Account Settings page. Simply click the ‘Send password reset link’ button:
The password reset link will be sent to all email addresses connected to your account.
My profile page won’t load
If you are seeing a blank profile page, first make sure that you are using a browser version that CeFlix Tunes supports and update to the latest version. Luckily, CeFlix Tunes supports all browser versions
If you are using a lower browser version, please upgrade it. From there, you should be able to load the page properly.
My browser version is up to date, what do I do next?
Please try loading the page after following these steps:
Check our Status Blog to make sure that there are not any interruptions on site that could cause you difficulties loading pages
Make sure you are using the latest version of Flash
Check to see if the page loads in another browser i.e Firefox, Chrome, Internet Explorer If applicable, try disabling antivirus and any Firewall’s your browser may have installed.
The changes I made to my profile aren’t saving
If you are having trouble saving the changes made on your profile, it may be due to caching on site. Please try signing out, and back into your account.
I tried signing out and back in, and the changes still aren’t saving!
Please try loading the page after following these steps:
Check our Status Blog to make sure that there are not any interruptions on site that could cause you difficulties loading pages
Make sure you are using the latest version of Flash
Check to see if the page loads in another browser i.e Firefox, Chrome, Internet Explorer
If applicable, try disabling antivirus and any Firewall’s your browser may have installed
I’m having trouble saving changes to my Display Name or Profile URL Display Name
Right now, it is not possible for us to fully support the use of emojis or unicode within Display Names. If you are trying to use special characters within your Display Name, and are having issues with saving these profile settings, it is likely because we do not support your chosen characters.
We also have a maximum limit of 25 characters for Display Names. If you are hitting this limit, your Display Name will not save properly.
Profile URL
Profile URLs can only have numbers, small letters, underscores, and hyphens. If you are using spaces or special characters in your Profile URL, you will be unable to save your changes.
We also have a minimum of 3 and maximum limit of 25 characters for Profile URLs. If you are hitting this limit, your Profile URL will not save properly.
First and Last Name
Similar to Display Names, it is not possible for us support the use of emojis or unicode within first and last name fields. These fields are designed to provide your real or artist name if you so choose.
We have a maximum limit of 25 characters for first and for last name fields. If you are hitting this limit, these changes will not save properly.
City
We have a maximum limit of 25 characters for the city field. If you are hitting this limit, these changes will not save properly.
My image won’t upload If you’re having issues uploading your image, first make sure the image has a file size of 2MB or less.
Then: Check your profile using another browser. It may be that your browser is holding onto outdated information and you need to clear its cache.
If the image has still not updated properly, please try re-uploading after following these steps:
Check our Status Blog to make sure that there are not any interruptions on site that could cause you difficulties when uploading images.
Make sure you are using the latest version of Flash
Check to see if uploading works in another browser i.e Firefox, Chrome, Internet Explorer
If applicable, try disabling antivirus and any Firewall’s for the duration of upload Make sure you are using the main site.
I tried to delete my account, but it isn’t going away
If you deleted your account, it has been put into a queue and will be deleted in due time.
If you try to sign back in and get an error message saying that you are frozen, this means that your deletion attempt has timed out, and the account was not deleted properly. Please reach out to our Support team at info@ceflixtunes.com to assist further in removing the account from the platform.
I received a password reset email, but I didn’t request it
If you did not request to receive these password reset emails, the best course of action is to ignore them. No one has the ability to reset your CeFlix Tunes password without your permission, unless they have also compromised your email address.
As a security precaution, we would advise that you reset the password to your CeFlix Tunes account. You may also wish to consider resetting your password for your email as an additional security measure.
CREATING AND MANAGING PLAYLISTS
Playlist isn’t loading properly
If your playlist isn’t loading, please check to see how many tracks it has in it. We recommend having a maximum of 250 tracks in a playlist, or else it will have trouble loading quickly. If you have over 250 tracks in a playlist, please remove some tracks and make a secondary playlist.
I have less than 250 tracks, and my playlist is still not loading
If you are having troubles loading your playlist, first make sure that you are using a browser version that CeFlix Tunes supports. Luckily The CeFlix Tunes supports all browser features, the most popular are: Chrome, Firefox, and Internet Explorer.
If you are using a lower browser version, please upgrade it. From there, you should be able to load the playlist page properly.
My browser version is up to date, what do I do?
Please try loading the page after following these steps:
Check our Status Blog to make sure that there are not any interruptions on site that could cause you difficulties loading pages
Make sure you are using the latest version of Flash Check to see if the page loads in another browser i.e Firefox, Chrome, Internet Explorer
If applicable, try disabling antivirus and any Firewalls your browser may have installed
Make sure you are using the main site.
Tracks in playlist are showing individually on the Profile page
Adding tracks to a playlist does not mean that they will be removed from individually showing on your profile in your All and Tracks tabs.
There is no way to hide tracks on the profile, and only have them visible in playlists
UPLOADING AND MANAGING TRACKS
Uploaded track disappeared from profile
Your track may have disappeared from your profile because you were over your upload limit, or it was taken down for copyright infringement.
Removed due to Copyright infringement
Whenever a track is blocked for copyright reasons, you should receive both an email and an on-site message to alert you.
Send a mail to info@ceflixtunes.com from your profile page if the track should not have been taken down, and you would like to dispute or learn more about the removal.
The Upload page won’t load properly
If you are seeing a blank Upload page, first make sure that you are using a browser version that CeFlix Tunes supports. The lowest browser versions CeFlix Tunes supports are: Chrome, Firefox and Internet Explorer.
If you are using a lower browser version, please upgrade it. From there, you should be able to load the Upload page properly.
Unable to delete track from your profile
If you cannot delete a track from your profile, please make sure that you are logged into your account. From there, you should be able to view the trash bin icon below the track’s waveform.
The track is blocked for copyright infringement
Once a track has been blocked for copyright infringement it isn’t possible to delete it from your account and it will remain on your track manager page. These tracks will not count towards your account quota.
They won’t be playable or publicly available on your profile, and you’ll only be able to see them if you’re logged into your account. The tracks will be listed on your Tracks page to let you know the status of the tracks on your account and to alert you to any track that might need attention in case you would like to dispute the takedowns.
I’m still having trouble deleting my track
Please try the following steps:
Check our Status Blog to make sure that there are not any interruptions on site that could cause you difficulties loading pages
Make sure you are using the latest version of Flash
Check to see if you can delete the track in another browser i.e Firefox, Chrome, Internet Explorer
If applicable, try disabling antivirus and any Firewall’s your browser may have installed Make sure you are using the main site and not the app.
Unable to enable downloads for a track
If you can’t enable downloads for your track, it may be because you have already reached the download limit for your CeFlix Tunes account.
Free users have 100 downloads per track on their account
Pro users have 1,000 downloads per track on their account
Pro Unlimited users have unlimited downloads available for all tracks on their account
Mobile app still plays the older version of a track
If you are still able to hear an older version of your track on a mobile device, this is because your mobile device has your track cached. Manually refreshing the app should update the track – to do this, swipe down from the middle of the screen on a page in the app so that you see the spinning wheel and the page reload.
CREATING AND MANAGING PLAYLISTS
Playlist isn’t loading properly
If your playlist isn’t loading, please check to see how many tracks it has in it. We recommend having a maximum of 250 tracks in a playlist, or else it will have trouble loading quickly. If you have over 250 tracks in a playlist, please remove some tracks and make a secondary playlist.
I have less than 250 tracks, and my playlist is still not loading If you are having troubles loading your playlist, first make sure that you are using a browser version that CeFlix Tunes supports. The popular browser versions CeFlix Tunes supports are: Chrome, Firefox, and Internet Explorer.
If you are using a lower browser version, please upgrade it. From there, you should be able to load the playlist page properly.
Tracks in playlist are showing individually on the Profile page
Adding tracks to a playlist does not mean that they will be removed from individually showing on your profile in your All and Tracks tabs.
There is no way to hide tracks on the profile, and only have them visible in playlists.
Tracks aren’t appearing in your playlist There are a few reasons why tracks may not be appearing in your playlist.
The playlist is public, but the tracks are private
If your tracks are private, they cannot be seen by anyone but you unless you give them explicit permission. To share a playlist of your tracks, either make the playlist private and share the private link or make the tracks within your playlist public.
Mobile app still plays the older version of a track
If you are still able to hear an older version of your track on a mobile device, this is because your mobile device has your track cached.
Manually refreshing the app should update the track – to do this, swipe down from the middle of the screen on a page in the app so that you see the spinning wheel and the page reload.
Over your upload allowance
All our accounts come with a set number of upload minutes. When you upload more than your plan allows, your oldest sounds that don’t fit will be hidden. If you visit your Tracks page, you will be able to access the hidden tracks; they will be the oldest tracks in the list.
Deleted or private tracks from other users
If you have a playlist with tracks from other users in it, it may be that the other user decided to delete, or make their track private.This will remove it from your playlist.
Playlist doesn’t have a Share button
If your playlist doesn’t have a Share button, it can be for two reasons:
A track in the playlist is stuck in transcoding
If you have uploaded multiple tracks in a playlist, it may be that one of them did not successfully upload all the way. You’ll be able to see this, as the individual track’s waveform will be grayed out and it cannot be played.
If this has happened, please delete the track from CeFlix Tunes and upload it again. From there, you can add the track into the playlist afterwards. You can learn more about how to do this here.
A track in the playlist does not have embeds enabled
If all of the tracks in the playlist are fully transcoded and available to play on CeFlix Tunes and you are unable to see a Share button on your playlist, you should look to make sure all tracks in the playlist have embeds enabled. You can test this by checking at each track individually, and making sure they have individual Share buttons.
Track or playlist release date keeps changing
Why is my scheduled release date wrong?
If the release date that you have set for your scheduled release is wrong or keeps changing, this is because you are in a time zone outside of GMT. As the site is based in GMT, any information you put in will be reflected in this time zone.
You can use this Time Zone calculator to calculate your release date to a GMT value: https://www.timeanddate.com/worldclock/converter.html
Having another problem with your playlist
If you are having troubles with your playlist, first make sure that you are using a browser version that CeFlix Tunes supports. The popular browser versions CeFlix Tunes supports are: Chrome, Firefox, and Internet Explorer.
My browser version is not up to date, what do I do?
Please try loading the page after following these steps:
Check our Status Blog to make sure that there are not any interruptions on site that could cause you difficulties loading pages
Make sure you are using the latest version of Flash
Check to see if the page loads in another browser i.e Firefox, Chrome, Internet Explorer
If applicable, try disabling antivirus and any Firewall’s your browser may have installed
Playing tracks and playlists
Unable to play tracks
If you are unable to play a certain track it might be that the CeFlix Tunes member does not have the licensing rights to release a track everywhere, they may only make it available within the countries where they have the rights to do so. As a consequence the track might not be available in certain regions.
On Android or iOS apps
Pull down on the screen until you see a spinning wheel to refresh the page, and see if that helps. If not, check to make sure that you are on a stable wifi or 3G connection. If you are still experiencing trouble, please delete and reinstall the app and see if that helps.
On Web
If you are unable to play any tracks on CeFlix Tunes, please follow the steps below:
Try refreshing the page. In most cases, playback hiccups are only temporary.
Check our Status Blog for news and updates on any service interruptions that may be occurring.
Clear your browser’s cache and cookies, and then restart it.
Check to make sure you have the latest version of your browser, and Flash installed.
Disable any extensions or ad-blocking plugins that could be blocking CeFlix Tunes from working properly and add ceflixtunes.com to the exceptions list in the plug-in settings of your browser.
Try a different browser (such as Firefox, or Chrome) to see if it is a local issue on your browser.
Can’t find a track anymore
There are a number of reasons why a track you may have previously played on CeFlix Tunes might not be playable any longer. These reasons include:
Track deletion or removal: The track has been deleted by its owner or removed from the platform for copyright infringement.
Privacy Settings: The track has been made private by its owner. If it was a private track already then the secret token may have been changed by the user.
Quota: The user who uploaded the track may have gone over their upload quota, or their subscription may have lapsed, causing the track to be hidden on the account.
Account suspension or deletion: The uploader’s account may have been deleted by its owner or removed for breaching our terms and conditions in relation to spam, copyrights, abuse etc.
Blocked in your region: It may be that the original uploader does not have the necessary rights to make a track available in your territory. As a consequence the track might not be available in your region.
Incorrect URL: The URL may have been misspelled or included an extra character.
PAYMENTS
My payment has failed
There are a few reasons why your last payment might have been unsuccessful:
Your credit card details are no longer correct (have you received a new card?)
Your bank account has insufficient funds Your bank is rejecting the payment due to other reasons, which are unknown to us
Card: Your bank did not approve the payment
Voucher: The Voucher code is wrong
Please check with your bank to make sure that they are not blocking payment to CeFlix Tunes.
Otherwise, it could be that:
You entered your payment information over one year ago and your details need to be refreshed
Your card expired or the expiration date is incorrect
I can’t pay on time
Pro and Pro Unlimited subscriptions: If your account downgrades to free before you are able to complete your purchase, please don’t worry! We will not delete anything from your account. The oldest uploads exceeding the limits of the free account will be hidden. They will be restored once you successfully upgrade back to your previous Pro account status.
I can’t pay on time
If your account downgrades to free before you are able to complete your purchase, please don’t worry! We will not delete anything from your account. The oldest uploads (including stats) exceeding the limits of the free account will be hidden. They will be restored once you successfully upgrade back to your previous Premium account status.
I’ve noticed an unauthorized payment on my account
If the payment is an automatic recurring charges for a plan which you initialized, it is not considered unauthorized and you may cancel future payments on the account settings of your profile.
If you notice an unauthorized payment, meaning a payment for a plan that you did not initialize, then please email our Payments team at info@ceflixtunes.com , Let us know the cardholder’s full name and the last four digits of the card’s number (on rare occasions where we cannot trace the payment, we may require you to provide further details). If the account is a PayPal account, please provide the email associated with the Go premium account.
Please note: As per our Terms of Use which are agreed upon before purchase, if you terminate a CeFlix Tunes premium subscription, we are unable to offer any refund for the remainder of your CeFlix Tunes plan duration. If you successfully cancel your CeFlix Tunes plan through your Subscriptions page on our website or through iTunes, you will continue to have the plan features until the next payment date when your subscription will expire.
Purchasing a subscription on my mobile device
Go Premium Unlimited subscriptions
If you are purchasing a CeFlix Tunes Go premium subscription, you have two options, pay by card or pay by voucher. If you decide to pay by card, you will be directed to a page where you can fill in the card details like the card number, month/year, CVC and name of card holder. If you opt for the voucher option, then you have to enter the voucher code.
Transferring my subscription to another account
In case you accidentally applied a subscription to the wrong account, please email our Payments team through the contact button at the bottom on the app, or send a mail via info@ceflixtunes.com. Provide the Profile URL of the account the subscription has been purchased on, and which account you would like it transferred onto. We will then take a look to see if the change is possible for the accounts in question.
I can’t tell if my monthly subscription has expired
If you visit your Subscription page and see “You are on free plan then your subscription has expired and can be reactivated by clicking the Go Premium link under your subscription status.
However, if you don’t see this report, “You are on free plan” then your monthly subscription have not yet expired.
Purchasing a subscription on my mobile device
If you are purchasing a CeFlix premium subscription plan, make sure your email address is confirmed upon sign-up. You can purchase a subscription from your phone or computer, through the CeFlix Tunes payment platform easily by using your PayPal account on the Android app, or through the Apple app store with no additional transactional fees attached.
PAYMENTS
Unable to see an option to change to a monthly Pro subscription
Do the following conditions apply to you?
1. You currently have a year Pro membership that is about to expire
2. You are trying to renew your membership but want to switch to a monthly subscription
3. You go to the Pro page and don’t see the option to renew monthly
My payment has failed
There are a few reasons why your last payment might have been unsuccessful:
Your credit card details are no longer correct (have you received a new card?)
Your bank account has insufficient funds
Your bank is rejecting the payment due to other reasons, which are unknown to us
PayPal: Your billing agreement was cancelled at PayPal
PayPal: PayPal did not approve the payment
Please check with your bank, or with PayPal to make sure that they are not blocking payment to CeFlix Tunes.
Otherwise, it could be that:
Your details need to be refreshed
Your card expired or the expiration date is incorrect
I can’t pay on time
Pro and Pro Unlimited subscriptions: If your account downgrades to free before you are able to complete your purchase, please don’t worry! We will not delete anything from your account. The oldest uploads (including their comments and stats) exceeding the limits of the free account will be hidden. They will be restored once you successfully upgrade back to your previous Pro account status.