Why didn’t I get my free syncs?

Free syncs are one set per person, and only five new accounts on the same network get them in any 24 hours, so a second email address or a busy shared network can mean you start with none.

Why it happens

One set per person. We treat these as the same person as an earlier account:

• Gmail addresses with or without dots: ana.lee@gmail.com and analee@gmail.com.
• Addresses with a '+tag': ana+music@example.com counts as ana@example.com.
• googlemail.com, which counts as gmail.com.

Five a day per network. At most five new accounts on one network (one internet address) get free syncs in any 24 hours. Shared wifi, studios, colleges and some mobile networks share one address between many people, so those five can go quickly.

What you’ll see

• No 'Welcome: 5 free syncs' row in Your credits.
• The balance pill shows '0 credits'.
• When you try to sync a song: 'We couldn’t add free syncs to this account.', with an Add credits button and a Contact support link.

What to do

1. Tap the balance pill and check Recent activity for 'Welcome: 5 free syncs'.
2. If you made an account before with another form of the same address, sign in with that one. Your free syncs are there.
3. If it was the network limit, try again after 24 hours. Every sign-in tries again, so tap the pill, choose Sign out at the bottom of Your credits, then sign in again the next day.
4. If you’d rather not wait, add the smallest pack: 500 credits for £4.99$5.99€5.99CA$8.99A$8.99. Each sync uses 10, and the rest stays in your wallet for your download. Paid credits never expire.
5. Still missing? Contact us.

Good to know

• The screen doesn’t say which of the two reasons above applies to you.
• The welcome credits cover syncing and can contribute towards downloads. Your first eligible clip uses no credits; later downloads use the price shown for your account.

The first-clip offer

If your account got the welcome offer, your first clip on its own is free. If it fails to render, you get it back. See Your first clip for the details.