Support
Having trouble with YousicPlay? Check the common questions below — most issues resolve in under a minute. If you still need help, open a ticket at the bottom of this page.
Frequently Asked Questions
Purchases & Access
I purchased a course but can't access it
Make sure you're logged in with the same email you used at checkout. Go to My Courses to see your purchased courses. If it's not there, check your email for a purchase confirmation from Stripe. If you still need help, forward your confirmation email to hello@yousicplay.com.
Can I get a refund?
Yes. If you're not satisfied with a course, you can request 100% credit toward another course on YousicPlay within 30 days of purchase, no questions asked. Email hello@yousicplay.com with your purchase details and we'll apply the credit to your account.
I bought a bundle but some courses aren't showing
Bundle access should be immediate. Try logging out and logging back in. If courses are still missing, email us with your bundle purchase confirmation.
Do courses expire?
No. All purchases include lifetime access. Once you buy a course or bundle, it's yours forever.
Account & Login
How do I create an account?
Go to Login and enter your email. We'll send you a 6-digit code — no password needed. You can also sign in with Google for one-click access.
I'm not receiving the login code
Check your spam/junk folder. The code comes from a yousicplay.com email address. If you still don't see it after a minute, click “Resend code” on the login page. Gmail users: also check your Promotions tab.
My login code expired
Codes are valid for 10 minutes. Click “Resend code” to get a fresh one. Please wait 60 seconds between requests.
How do I delete my account?
Email hello@yousicplay.com from the email associated with your account and we'll delete it along with all associated data within 30 days.
Watching Courses
The video won't play
Try refreshing the page. Make sure your browser is up to date (Chrome, Safari, Firefox, or Edge). If you're on a company or school network, the video host (Mux) may be blocked — try a different network. If the problem persists, email us with your browser name and the course/lesson you're trying to watch.
My progress isn't saving
Lesson progress is saved automatically when you click the “Mark Complete” button. Make sure you're logged in — progress is tied to your account, not your browser. If the button doesn't respond, try refreshing the page.
Can I watch on mobile?
Yes. The course player works in any mobile browser. Just visit yousicplay.com, log in, and go to My Courses.
Billing
I see an unexpected charge
All payments are processed by Stripe. You should have received an email receipt at the time of purchase. If you don't recognize a charge, email us at hello@yousicplay.com with the charge amount and date, and we'll look into it immediately.
My card was declined
This is usually a bank issue. Check with your card issuer, or try a different card. You can start a new checkout at any time — nothing is charged until payment succeeds.
YousicPlay App (iOS)
Looking for help with the YousicPlay piano app? The app has its own support section in Settings. For app-specific issues (subscription management, Y-Score, Jam Room, MIDI), email us at hello@yousicplay.com and mention you're using the iOS app.
Contact Us
Email: hello@yousicplay.com
We typically respond within 24–48 hours. Please include your account email and a description of what happened so we can help faster.