In this article we explain the most common reasons why music is not playing at your location and how to fix them step by step.
1. You haven't entered the 6-digit code
For Brandtrack Player App to start playing music, it first needs to be linked to your zone. That link is made by entering a 6-digit code that connects the device at your location with the zone configured in MyBrandtrack. If you never entered that code, the app won't play anything because it doesn't know which zone it belongs to.
How to find the code
- Log in to MyBrandtrack.
- Go to the Zones section and find the zone corresponding to your location.
- The 6-digit code appears next to the zone name.
- Enter that code in Brandtrack Player App on the device at your location.
2. The code you entered is no longer valid
The 6-digit code is single-use. Once used, it cannot be used again. If you entered an incorrect code or one that was already used before, Brandtrack Player App won't be able to connect to the zone. In that case, you need to generate a new code from MyBrandtrack.
How to generate a new code
- Log in to MyBrandtrack.
- Go to the Zones section and find the zone you want to reconnect.
- Press the 3 dots in the top right corner of the zone.
- Select the "Change device" option.
- Confirm by clicking "Change device". This action will close the current device session and automatically generate a new 6-digit code.
- The new code will appear just above your zone name. Enter it in Brandtrack Player App to re-link the device.
3. Your zone has no content assigned
If Brandtrack Player App is already linked to the zone but nothing is playing, your zone may not have a playlist or schedule assigned. Without assigned content, the app has nothing to play.
How to assign content
We explain how to do it in the following article: How to assign content to your zones.
If after reviewing these points the music is still not playing, contact our support team at support@brandtrack.fm.
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