Learn what to do if you are having trouble logging in.

<h3 data-pm-slice="0 0 []" id="isPasted">Things to keep in mind</h3><ul><li>Make sure you use the same sign-in method used during sign-up. Social or email/password. Sometimes our devices will inadvertently use a social login which would hinder your access if you signed up with an email address and password combination.</li><li>Did you sign-up with a social provider (Google, Facebook, Apple)? Use the social &quot;Sign in as&quot; buttons.</li><li>Our system may have a different email address associated with your NuCalm account. Please confirm the email used during sign-up.</li><li>To check your credentials: please go to the My Profile screen to confirm you are logging in with the correct credentials.</li><li>Then, check your Login Credentials.</li><li>If you are not logged in with the correct credentials, please log out and log back in using the Correct Credentials.</li><li>If you get an Incorrect password error message when signing in Please reset your password first. <a href="https://nucalm.com/support/how-can-i-change-my-nucalm-password/">Reset Password</a></li></ul>

What do I do if I can’t login?

You will need an internet connection to download and log into the app. Then once logged in, you can download tracks for offline use. The app will prompt you to connect to WiFi or cellular data every 30 days to renew your licenses.<h3 id="please-follow-the-instructions-below-to-use-offline-playback">Please follow the instructions below to use offline playback:</h3><ul><li>Ensure your WiFi is turned on.</li><li>Select the product you want to download a track from (DeepSleep, Rescue, PowerNap, FlowState, Focus, Ignite).</li><li>Select your track length in minutes.</li><li>Press and hold the time button time until you see &quot;Download &#x2193;&quot;.</li><li>Press and hold &quot;Download &#x2193;&quot;. Note downloading in process (ensure you have a strong WiFi connection):</li><li>You will see &quot;Download Complete&quot; when the track has finished downloading.</li><li>The track is ready for use when a checkmark is displayed next to the time button.</li></ul>To play the track while not connected to WiFi, please follow these directions:<ol><li>Completely close out of the NuCalm app</li><li>Turn on Airplane Mode</li><li>Open the NuCalm app</li><li>Select the track you want</li><li>Hit &quot;Start&quot;</li></ol>

How do I use NuCalm without wifi/offline?

Learn what to do if you are not receiving the verification email

To get started with the NuCalm app, we just need to verify your email address. An email with a verification link should be sent to the email address you provided within 5-10 minutes of signing up.If you didn&apos;t receive the email, try the following:<ul><li>Ensure you typed in your email address correctly upon signing up.</li><li>Check your inbox for an email from <a data-fr-linked="true" href="mailto:support@nucalm.com">support@nucalm.com</a> with the subject line &quot;Verify your email for NuCalm&quot;.</li><li>If it&apos;s not in your inbox, search your spam or junk folder for the email.</li><li>If it&apos;s not in your junk folder, add <a data-fr-linked="true" href="mailto:support@nucalm.com">support@nucalm.com</a> to your email contact list and check your inbox again.</li><li>Tap &quot;Resend email&quot; on the email verification screen if you don&apos;t see the email within 5-10 minutes.</li></ul>

What do I do if I’m not receiving the verification email?

<h6 data-pm-slice="0 0 []" id="isPasted">Just hearing chimes, static, playback disruptions, etc.?</h6>We have made some significant changes to the infrastructure of the app to improve app stability and offline playback. These changes are requiring a refresh on some devices. To resolve your technical issues, please follow these steps (do not skip a step):<ol><li>Uninstall the app completely from your device. This is important to ensure all existing/previous data from the app is cleared out. <a href="https://support.apple.com/en-us/HT207618">iOS App Deletion Instructions</a> <a href="https://support.google.com/googleplay/answer/2521768?hl=en">Android App Deletion Instructions</a></li><li>Power off your device and wait at least 30 seconds before restarting your device.</li><li>Download and install the latest version of the NuCalm app from the Apple Store or Google Play Store.</li><li>Log into the app with your subscription credentials.</li></ol>You may have tried this already, but we ask you repeat one more time to ensure the steps were followed in the exact order provided above.Please note, sometimes VPNs will interfere with playback. Be sure you are not connected to a VPN and you have a strong internet connection.You can also try <a href="https://nucalm.com/support/how-do-i-use-nucalm-without-wifi-offline/">downloading the tracks</a> to play them offline.

What do I do if the tracks aren’t playing correctly?

Learn what to do when your products are locked

Can&apos;t access your tracks even when you have a paid subscription?Bummer! But we can help. Inactive subscriptions will have a padlock icon over the tracks. An account is inactive when it has been canceled by the subscriber, or there is a pending payment issue. To resolve a canceled account, you can resubscribe within your customer portal here:<a href="https://app.nucalm.com/account">My Account</a><a href="https://nucalm.com/support/what-do-i-do-if-i-can-t-login">Please be sure you are logged in with the correct credentials.</a> If you are trying to use a different email address or login method than what you signed up with, the products will be locked. You need to sign in with the credentials you used to sign up. You can check the email address logged in by going to the &quot;My Profile&quot; section of the app (accessible via the button in the bottom right corner of the app).

What do I do if everything is locked?

Learn how to share your app logs with our team

Please help us fix this issue for you by uploading your logs to our tech team. This will help us diagnose and fix your issue.How to upload app logs<ul><li>Attempt to reproduce the experience.</li><li>Tap My Profile (bottom right-hand corner of your screen)</li><li>Tap and hold ? (help icon) on the bottom right of the screen.</li><li>Tap &quot;Send&quot;</li></ul>Send an email to <a href="mailto:support@nucalm.com">support@nucalm.com</a>:<ul><li>Email title: My 6-character diagnostic log</li><li>Include in the email: the 6-character code from the success dialog</li></ul>

How can I share my app issue with the NuCalm team?

Learn how to stop getting interruptions during NuCalm

How to turn on Airplane Mode and Do Not Disturb to ensure you are never interrupted when using NuCalmFew things upset us more than being interrupted in the middle of a session, especially when listening to Rescue, FlowState, PowerNap and Ignite.To ensure you are not disturbed during your moment of &apos;me time&apos;, follow the instructions below. We personally prefer setting our devices to Airplane Mode to ensure absolutely nothing can interrupt us,Sometimes setting your device to Do Not Disturb (DND) can still allow some interruptions to occur. For example, depending on your DND settings, if a close contact calls your number, you won&apos;t hear the phone ringer but it will interrupt the NuCalm journey audio and you will hear silence until the caller either hangs up or leaves a voice mail. Once the call ends, you will hear the NuCalm audio again.To turn on Airplane Mode on an iPhone, you can follow these steps:<ol><li>Swipe down from the top right corner of the screen to access the Control Center.</li><li>Look for the airplane icon, which is a small airplane silhouette, and tap on it.</li><li>The icon should turn orange, indicating that airplane mode is now turned on.</li></ol>Alternatively, you can also turn on airplane mode by going to your iPhone&apos;s Settings app and tapping on &quot;Airplane Mode&quot; in the menu. Then, toggle the switch next to &quot;Airplane Mode&quot; to the right to turn it on.To turn on Airplane mode on an Android phone, you can follow these steps:<ol><li>Swipe down from the top of the screen to access the Notification Shade.</li><li>Look for the Airplane Mode icon, which looks like a small airplane, and tap on it.</li><li>The icon should turn blue or gray, indicating that Airplane Mode is now turned on.</li></ol>Alternatively, you can also turn on Airplane mode by going to your Android phone&apos;s Settings app and selecting &quot;Network &amp; Internet&quot; or &quot;Connections.&quot; Then, look for the &quot;Airplane mode&quot; option and toggle the switch next to it to turn it on.Note that the steps may vary slightly depending on the Android phone model and operating system version you are using.To turn on Do Not Disturb on an iPhone, you can follow these steps:<ol><li>Swipe down from the top right corner of the screen to access the Control Center.</li><li>Look for the crescent moon icon, which represents Do Not Disturb, and tap on it.</li><li>The icon should turn purple, indicating that Do Not Disturb is now turned on.</li></ol>Alternatively, you can also turn on Do Not Disturb by going to your iPhone&apos;s Settings app and tapping on &quot;Do Not Disturb&quot; in the menu. Then, toggle the switch next to &quot;Do Not Disturb&quot; to the right to turn it on. You can also schedule a specific time for Do Not Disturb to turn on automatically, or allow calls from specific contacts to come through while in Do Not Disturb mode.To turn on Do Not Disturb on an Android phone, you can follow these steps:<ol><li>Swipe down from the top of the screen to access the Notification Shade.</li><li>Look for the Do Not Disturb icon, which looks like a circle with a line through it or a moon icon, and tap on it.</li><li>The icon should turn blue or gray, indicating that Do Not Disturb is now turned on.</li></ol>Alternatively, you can also turn on Do Not Disturb by going to your Android phone&apos;s Settings app and selecting &quot;Sound &amp; vibration&quot; or &quot;Sound.&quot; Then, look for the &quot;Do Not Disturb&quot; option and toggle the switch next to it to turn it on. You can also schedule a specific time for Do Not Disturb to turn on automatically, or allow calls or notifications from specific contacts to come through while in Do Not Disturb mode.Note that the steps may vary slightly depending on the Android phone model and operating system version you are using.

How do I stop getting interruptions during my NuCalm session?

Learn how to find a specific NuCalm track

There are multiple Rescue, PowerNap, and FlowState track options within each time session length. Each neuroacoustic software track is overlaid with a different musical genre that is woven within the neuroscience platform. While our community members have personal preferences, each neuroacoustic software track uses the same neuroscience technology platform for reliable and predictable results.If you are gravitating toward a specific neuroacoustic software track and want to listen to it, please follow these steps:<ul><li>Note the name of the neuroacoustic software track, which is below the Restart and End buttons. The name of the track playing is displayed in small grey font.</li><li>If you don&apos;t see the neuroacoustic software track name you desire tap the End button.</li><li>You will be taken to the Track Summary Screen. Tap the Continue button until you return to the Home Screen.</li><li>Select the journey and session length again. Repeat this process until you see the neuroacoustic software track name you want to listen to.</li></ul>

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