Something not working?

macOS refuses to open the app after downloading, sometimes offering only a Move to Bin button.

1. 1Move Omni DJ to your Applications folder first, then open it from there rather than from the mounted disk image.
2. 2Right-click the app and choose Open, then confirm Open in the dialog. That records your approval once, and normal double-clicking works from then on.
3. 3If the message keeps coming back, the download was probably interrupted. Delete the file, empty the Bin, and download it again.

The message still appears after a clean re-download. Send us your macOS version and the exact wording of the dialog.

The icon bounces once and nothing opens, or the window appears and disappears.

1. 1Restart your Mac. This clears a stuck helper process, which is the most common cause.
2. 2Check that you are on macOS 11 or newer, and that this is an Apple Silicon Mac. Omni DJ does not run on Intel Macs.
3. 3Make sure there is at least 20 GB of free disk space. Analysing a long set needs room for temporary files.

It still will not start after a restart. Tell us your Mac model and macOS version.

A bar at the top of the app says a newer version is available.

1. 1The banner is informational, so you can keep working and update whenever it suits you.
2. 2To update, download the latest version and drag it over your existing copy in Applications. Your library, brand kits and settings stay where they are.
3. 3Want to know what changed before you update? The changelog lists every release.

The banner keeps appearing after you install the new version.

You cannot get past the login screen.

1. 1Use the Forgot password link on the login screen, or go to omnidj.com and reset it there. The reset page works on your phone too, which helps if the app is closed.
2. 2The reset email can take a few minutes. Check your spam folder before requesting a second one.

No reset email arrives within 15 minutes, twice in a row.

You signed up but cannot activate the account.

1. 1Check spam and, on Gmail, the Promotions tab.
2. 2Confirm the address you typed. A single wrong character is the usual culprit, and the email is silently delivered to nobody.
3. 3Request a new confirmation from the login screen rather than signing up a second time. A duplicate account splits your plan from your library.

The address is correct and nothing arrives. Tell us the address you used and roughly when you signed up.

You know your password but cannot produce the six-digit code.

1. 1Use one of the backup codes you saved when you switched two-factor on. The login screen has an entry for them.
2. 2Important: using a backup code switches two-factor OFF for your account rather than letting you in just once. That is deliberate, because it is the only way back in when the authenticator itself is gone.
3. 3Once you are in, go to Settings and switch two-factor back on with your new authenticator. You will get a fresh set of backup codes, and the old ones stop working.

You have lost both the authenticator and the backup codes. We will need to verify who you are before we can help, so expect a few questions.

A team member needs access to the same artists and brand kits.

1. 1Open Settings, go to the workspace section, and send an invite. Your colleague gets a short code to enter on their own account.
2. 2Multi-artist workspaces are part of Studio. On Free and Pro you get a single workspace of your own.

An invite code is refused as invalid or expired twice.

The checkout succeeded and you have a receipt, but the app shows the old plan.

1. 1Give it up to a minute. The app checks for the new plan in the background after you return from checkout.
2. 2If it has not changed, close Omni DJ completely and open it again. Your plan is read fresh at startup.
3. 3Still Free? Check omnidj.com/account/subscription in your browser. If that page shows the new plan, the payment landed and only the app needs to catch up.

The subscription page also still shows the old plan an hour after payment. Send us the receipt from Stripe.

You no longer want the subscription to renew.

1. 1Go to omnidj.com/account/subscription and open the customer portal. Cancelling there takes effect immediately as an instruction, but you keep your paid features until the end of the period you already paid for.
2. 2Cancelling stops future renewals. It is not a refund of the current period.
3. 3Your clips, library and brand kits stay on your machine. Dropping to Free changes what the app will do next, not what you already made.

The portal will not open, or you cancelled and were charged again anyway.

You need more, or fewer, of the things the other plan includes.

1. 1Changing plan is not something the customer portal can do yet. Send us a message through the contact form saying which plan you want and from when, and we will move it across for you.
2. 2Not sure which plan you need? The pricing page has the full comparison. The short version: Studio adds multi-artist workspaces and Auto-mode.

Always, for now. This one is not self-service yet.

Your bank statement shows something you want to check, or your accountant wants paperwork.

1. 1Every invoice is in the customer portal at omnidj.com/account/subscription, ready to download.
2. 2On a bank statement the charge may appear under our company name rather than the product name. If it says MONO, that is us.

A charge does not match any invoice in the portal. Send us the date and amount.

You bought something and changed your mind.

1. 1Consumers in the EU have a 14-day withdrawal right, with a specific exception for digital content that starts working immediately. The exact wording is in the Terms, and it is worth reading rather than paraphrasing.
2. 2Outside that period, we look at refund requests one by one within 14 days of the most recent charge.

You want to make a request. Tell us what you bought, when, and why.

You are not sure your recording will be accepted.

1. 1Common video formats such as MP4 and MOV work, as do the usual audio formats including WAV, AIFF, MP3 and FLAC.
2. 2A whole set in one file is exactly what Omni DJ is built for. There is no need to cut it up first.
3. 3Recording from a phone or a camera card? Copy the file to your Mac first. Analysing straight off a card or a network drive is slow and can stall halfway.

A format you use professionally is refused. Tell us the format and the camera or recorder it came from.

The progress bar stops and stays there.

1. 1Check the free space on the drive holding the file. Analysing needs temporary room, and a nearly full disk is the usual cause.
2. 2Move the file to your internal drive if it is on an external disk, a card reader, or a network share.
3. 3Very long sets take a while on the first pass. Before assuming it has hung, give it a few minutes more.

It stalls at the same point twice with a file on your internal drive. Tell us the length of the set and the format.

The app will not analyse another set and mentions your plan.

1. 1Free covers two sets per month, Pro covers ten, and Studio is unlimited. The counter resets at the start of each billing month.
2. 2Re-editing and re-exporting clips from a set you already analysed does not count again. Only analysing a new set does.

The counter looks wrong, for example it counts a set you never imported.

The suggested clips miss the moments you actually care about, or there are barely any.

1. 1Check that the audio in your recording is the room or booth feed rather than a camera microphone. Detection reads energy and structure, and a phone microphone flattens both.
2. 2Genres without an obvious drop, such as slower or more ambient sets, give the detector less to hold on to. The energy map still works, so scrub it and set your own clip windows.
3. 3You can always add a clip by hand at any point in the set. Nothing is locked to the automatic pass.

A set with clean booth audio and obvious drops returns nothing. That is a bug and we want to hear about it.

The cut switches to a camera that was pointing at the floor.

1. 1Double-click the angles lane on the timeline to step to the next camera for that moment.
2. 2Use the regenerate button to ask for a fresh switching plan across the whole clip if most of the choices are off.
3. 3Angles only line up if all cameras recorded the same set with overlapping audio. That audio is what Omni DJ uses to align them.

The angles will not align at all, even though every camera has the same audio underneath.

Words appear late, early, or run past the cut.

1. 1Nudge the caption timing in the text panel. Captions are locked to the beat by default, and a set recorded with a slight audio delay throws that off.
2. 2If the whole line is late by a constant amount, shift the caption track rather than each line individually.

Timing drifts progressively across a single clip.

The logo, watermark or caption style does not show up on the export.

1. 1Open Settings, go to Brand, and use Apply to exports. A brand kit that is saved but never applied stays inactive.
2. 2Brand kits are part of Pro and up. On Free the section is visible but does not carry through to exports.
3. 3Check the watermark position against your aspect ratio. A logo placed for 16:9 can sit outside the frame in 9:16.

Apply to exports is on, you are on a paid plan, and the export still comes out clean.

The section is visible but you cannot switch it on.

1. 1Auto-mode is part of Studio. On Free and Pro the section stays visible so you can see what it does, but it will not run.
2. 2Already on Studio and still locked? Sign out and back in. Your plan is read when you sign in, and a plan change made elsewhere needs that refresh.

You are on Studio, you have signed out and in again, and it is still locked.

You want to know how much control you are handing over.

1. 1It picks the clip windows, applies your brand kit, and renders every aspect ratio you asked for.
2. 2It does not post anything. Publishing stays a separate, deliberate step.
3. 3Every clip it makes is a normal clip. You can open any of them in the editor afterwards and change whatever you like.

The output does not match the brand kit you selected.

You are planning where the clips need to go.

1. 1Vertical 9:16, square 1:1, portrait 4:5 and landscape 16:9, from the same edit in one pass.
2. 2Pick the ratios before you export rather than exporting once per platform. The rail renders them together, which is considerably faster.

A ratio you selected is missing from the output folder.

A render crawls, or stops with an error after running for a while.

1. 1Close other heavy apps. Exporting several ratios at once uses most of the machine, and video editors or browsers with many tabs compete for the same resources.
2. 2Check free disk space. Running out mid-render is the most common cause of a late failure.
3. 3Export fewer clips at a time if you queued a large batch, so a single failure does not cost you the whole run.

It fails at the same clip every time with plenty of disk space free. Send us the length of that clip and the ratios you selected.

An upload is rejected for file size.

1. 1Long clips at high bitrate get large quickly. Most platforms prefer clips well under a minute, which is also where they perform best.
2. 2Trim before exporting rather than after. Re-encoding a finished file a second time costs quality for no reason.

A short clip comes out unexpectedly large.

The connect button does nothing useful, or the platform is not offered.

1. 1Direct publishing is not switched on yet. It is marked as coming on the features and pricing pages, and that is still accurate.
2. 2In the meantime, export your clips and upload them the way you do now. Everything Omni DJ produces is a normal video file.
3. 3The calendar already works on Pro and up, so you can plan what goes out when, even while publishing is still manual.

You want to be told when direct publishing goes live. Say so through the contact form and we will let you know.

You are ready to send a message.

1. 1Use the contact form, or email [email protected] directly. Describe what you expected, what happened instead, and the steps to get back to it.
2. 2Include your app version. You will find it in the app, and the changelog tells you what the current version is.
3. 3Include your macOS version and Mac model. A surprising number of problems turn out to be specific to one combination.
4. 4For anything to do with a set, tell us its length and format. For anything to do with payment, include the Stripe receipt.

Now. We read everything that comes in.