Troubleshooting & FAQ¶
11.1 Common Issues¶
Login Problems:
Q: I forgot my password A: 1. Click "Forgot Password" on login page 2. Enter your email 3. Check inbox for reset link 4. Click link and set new password 5. Login with new password
Q: I'm not receiving password reset email A: 1. Check spam/junk folder 2. Wait 5-10 minutes 3. Verify email address is correct 4. Request again 5. Contact support if still not received
Q: My account is locked A: - Too many failed login attempts - Wait 15 minutes - Then try again - Or reset password - Contact support if persists
Practice Player Issues:
Q: Sheet music not loading A: 1. Refresh the page 2. Clear browser cache 3. Try different browser 4. Check internet connection 5. Disable browser extensions 6. Report to support if persists
Q: Audio not playing A: 1. Check volume is up 2. Unmute browser tab 3. Check device audio 4. Try headphones 5. Close other audio apps 6. Restart browser 7. Update browser to latest version
Q: Pitch detection not working A: 1. Grant microphone permission 2. Check microphone is connected 3. Close other apps using mic 4. Check browser allows microphone 5. Test mic in another app 6. Try different browser 7. Check microphone settings
Q: MIDI keyboard not responding A: 1. Connect MIDI device via USB 2. Grant MIDI permission in browser 3. Refresh page after connecting 4. Check device drivers updated 5. Try different USB port 6. Test in another MIDI app 7. Only Chrome/Edge support Web MIDI
Upload Issues:
Q: Upload failed A: 1. Check file format (MusicXML, .xml, .mxl, .mid) 2. Verify file size < 10MB 3. Check internet connection 4. Try again 5. Try different file 6. Compress large files 7. Contact support with file
Q: Upload limit reached A: - Free plan: 3 uploads max - Delete old uploads - Or upgrade to Premium (unlimited)
Q: Uploaded piece not showing A: - Processing takes 10-30 seconds - Refresh the page - Check "My Music" section - If >5 minutes, file may be invalid - Contact support
Performance Issues:
Q: App is slow/laggy A: 1. Close unused browser tabs 2. Clear browser cache 3. Restart browser 4. Update browser to latest 5. Disable browser extensions 6. Check internet speed 7. Try incognito/private mode 8. Restart device
Q: Sheet music display is blurry A: 1. Zoom out then back in 2. Try different zoom level 3. Update graphics drivers 4. Try different browser 5. Report issue (may be file quality)
Payment Issues:
Q: Payment failed A: 1. Check card details correct 2. Verify sufficient funds 3. Contact your bank (may block international) 4. Try different payment method 5. Try different card 6. Contact support for help
Q: Charged but no Premium access A: 1. Refresh the page 2. Logout and login again 3. Check subscription status in Settings 4. Wait up to 1 hour for processing 5. Check if trial is active 6. Contact support with transaction ID
Q: M-Pesa payment not going through A: 1. Check phone number is correct 2. Ensure M-Pesa registered 3. Check M-Pesa balance 4. Wait for STK push prompt 5. Check for M-Pesa app 6. Try again in 5 minutes 7. Contact Safaricom if persists
Account Issues:
Q: Can't verify email A: 1. Check spam folder 2. Click "Resend Verification" 3. Check email is typed correctly 4. Add noreply@practito.com to contacts 5. Try different email provider 6. Contact support
Q: Not receiving emails from Practito A: 1. Check spam/junk folder 2. Add to safe senders list 3. Check notification settings 4. Verify email address in profile 5. Try different email 6. Check email provider not blocking
11.2 Frequently Asked Questions¶
General:
Q: Is Practito free? A: Yes! We have a free plan with basic features. Premium plans start at $9.99/month for more features.
Q: What instruments does Practito support? A: Piano, Guitar, Violin, Voice, Trumpet, Saxophone, and more. New instruments added regularly.
Q: Do I need a MIDI keyboard? A: No, it's optional. MIDI input is a premium feature for more accurate practice tracking.
Q: Can I use Practito offline? A: Limited. You can install as PWA and access recently cached pieces offline. Recording and sync require internet.
Q: What file formats can I upload? A: MusicXML (.xml, .musicxml, .mxl) and MIDI (.mid, .midi) files.
Q: How accurate is pitch detection? A: Very accurate in quiet environments with decent microphone. Works best with instruments/voice in optimal range.
Q: Can parents view student progress? A: Teachers can share student reports. Parent portal coming in future updates.
Q: Is my data secure? A: Yes, we use encryption, secure servers, and comply with GDPR. We never sell your data.
For Students:
Q: How do I find a teacher? A: Go to "Find Teacher", search by instrument/location, send connection request. Or ask your current teacher to invite you.
Q: Can I practice without a teacher? A: Absolutely! Many features work for independent practice. Teachers enhance the experience but aren't required.
Q: How long should I practice? A: Beginners: 15-30 min/day. Intermediate: 30-60 min/day. Advanced: 1-2 hours/day. Quality over quantity!
Q: What's a good practice streak? A: Start with 7 days, then aim for 30. Consistency matters more than length.
Q: Can I practice on my phone? A: Yes! Mobile-optimized. Tablet recommended for better sheet music viewing.
For Teachers:
Q: How many students can I have? A: Free teachers: unlimited students, limited features. Premium: Add your teaching license details for full features.
Q: Can I use my own sheet music? A: Yes! Upload your arrangements, exercises, or purchased sheet music (if you have rights).
Q: Can I charge my students through Practito? A: Not yet. Payment integration for teacher fees coming in future update.
Q: How do I track multiple students? A: Use the teacher dashboard. Filter by class, student, assignment status. Analytics show all students at-a-glance.
Q: Can I create custom exercises? A: Yes! Create MusicXML files in notation software, then upload to Practito.
For Organizations:
Q: What counts as a teacher/student license? A: Any active member account. Inactive accounts (no login 90+ days) don't count toward limit.
Q: Can we use our school logo? A: Yes! Professional and Enterprise plans support custom branding.
Q: How is billing handled for schools? A: Monthly or annual billing. Invoice available. Payment via card, PayPal, or bank transfer (Enterprise).
Q: Can we export student data? A: Yes! Export practice data, progress reports, analytics to CSV/PDF/Excel.
Q: What if we exceed license limits? A: Warning at 90%. At 100%, must upgrade or remove members. Grace period provided.
Technical:
Q: What browsers are supported? A: Chrome, Firefox, Safari, Edge (latest 2 versions). Chrome recommended for best experience.
Q: Do I need to install anything? A: No! Practito is web-based. Optional: Install PWA for app-like experience.
Q: What internet speed do I need? A: Minimum 2 Mbps. Recommended 5+ Mbps for video features. Sheet music uses minimal data.
Q: Can I use on multiple devices? A: Yes! One account works on all devices. Progress syncs automatically.
Q: Is there a native mobile app? A: Not yet. PWA provides app-like experience. Native iOS/Android apps planned for 2026.
Billing:
Q: Can I cancel anytime? A: Yes! No contracts. Cancel anytime. Access remains until end of billing period.
Q: Do you offer refunds? A: Yes! 30-day money-back guarantee for individuals, 60 days for organizations.
Q: Will my price increase? A: Existing subscribers locked at signup price. New subscribers may see different pricing.
Q: What payment methods accepted? A: Credit/debit cards (Stripe), M-Pesa (Kenya), PayPal. Bank transfer for Enterprise.
Q: Are there student discounts? A: Yes! 50% off with valid student ID or .edu email.
11.3 Getting Help¶
Self-Service Help:
Help Center:
- Visit /help for searchable knowledge base
- Categorized articles
- Video tutorials
- Getting started guides
- Feature documentation
Community Forum: (if implemented) - Ask questions - Get help from other users - Share tips and tricks - Feature requests
Support Options:
Email Support: - Email: support@practito.com - Response time: - Free users: 48-72 hours - Premium: 24 hours - Enterprise: 4 hours
Live Chat: (Premium+) - Available 9 AM - 5 PM EAT (Mon-Fri) - Instant responses - Technical support - Account assistance
Phone Support: (Enterprise only) - Dedicated support line - Business hours - Escalation available
Reporting Bugs: 1. Click "Report Bug" link (footer) 2. Describe issue: - What happened - What you expected - Steps to reproduce - Browser/device - Screenshots (if helpful) 3. Submit 4. We'll investigate and respond
Feature Requests: 1. Go to "Feature Requests" page 2. Search existing requests 3. Upvote if exists 4. Or submit new request 5. Team reviews monthly 6. Popular requests prioritized
Social Media: - Twitter: @PractitoApp - Facebook: /PractitoApp - Instagram: @practito - YouTube: Practito Music (tutorials)