Storeplay Radio - Frequently Asked Questions

General

What is Storeplay?

Storeplay is an integrated App and Web based music subscription service providing retailers,
restaurants, hair salons or any other commercial premises with curated music channels/playlists
to enhance the ambience of their stores.

How does Storeplay work?

Simply select the channel(s) that best suit your business and we will provide you with 24-hour
music for each channel you select. All you need is an internet connection and the songs will be
automatically downloaded to your device for a flat monthly subscription fee.

How much does it cost?

1 x 24-hr Music Channel - $40 per store per month

All 24-hr Music Channels - $65 per store per month

All fees are GST Inclusive.If you have more than 50 stores, please email us for a quote info@storeplay.com.au

Do I keep the updates?

Storeplay is a subscription service, so your channel is updated on a weekly basis (at least).
You retain access to all the channels you have subscribed to while your subscription is valid.

Can you create customised playlists?

We can curate customised playlists that are tailored to meet the specific needs of your business.
Please email us for more information on this service.

Is storePlay legal?

Yes, Storeplay is 100% legal.

We work directly with the music labels that represent the artists and
writers and pay royalties on all the music in our programs. However, as a business you are
required to pay public performance fees (APRA & PPCA).

If you need these licenses we can include them in your monthly subscription, just make sure you
tick the box when setting up your account.

How do I get Storeplay?

Simply select a channel(s) that best suit your business and then create an Account.

Where is Storeplay available?

Storeplay is currently available in Australia, New Zealand, U.K, Ireland, Malaysia & Singapore. We hope to roll out to more countries soon!

When do Channels get updated?

Storeplay channels are updated on a weekly basis (at least).

Usage

Can I use storePlay if I am not a business?

No, Storeplay’s Terms & Conditions states that it is for commercial use only.

What are public performance fees, and why do I have to pay them?

Many business owners are surprised to learn that they need a licence to play copyright protected
music in their business and don't always understand that simply buying a CD, for example,
doesn't give them the right to play it in a commercial environment.

Generally speaking, any business that wants to play copyright protected music or music videos has to first obtain the requisite licences.
If you need these licenses we can include them in your monthly subscription, just make sure you
tick the box when setting up your account.

In Australia & New Zealand, these fees are payable to the following four companies:
APRA & APRA NZ represents the song writer and publisher.
PPCA & PPNZ represents the artist via the record company.

What are PPCA Free Channels?

We have licensing deals with various international record companies that are not affiliated with
PPCA allowing subscribers to avoid having to pay this fee.
These channels are most suitable for restaurants, cafes & other venues looking to avoid PPCA
fees.
The PPCA Free Channels only require APRA to be paid.

What are Cafe Channels?

We have done a licensing deal with Universal Music, the largest record label in the world, that
means you will not need to pay the PPCA public performance fees.

Cafe channels are all original artists and therefore require both APRA & the Cafe licensing fee to
be paid.

What are Royalty Free Channels?

Royalty Free Channels require no APRA or PPCA fees to be paid.
These channels are most suitable for venues where music is very background.

Can I change the channel I am subscribed to?

You can change the channel you are subscribed to at any time by going to the Channels page on
your Dashboard.
Change will come in effect instantly.

You can change Channels up to 4 times per 28 days.

Network Configuration

We have a firewall, what Servers & Ports need access?

The various storePlay Player apps needs access to the following hosts/ports.

All players - iOS, Android, Windows, Headless (storePlayer & ChromeOS)

Payment

Is paying for Storeplay online safe?

Yes, storePlay’s payment partners are PCI-certified. This is the global industry standard ensuring
compliance to strict security and data protection standards.

Can I use storePlay on multiple devices?

Yes, but you will need to buy licence for each device. Once you have set up your account, on your
Dashboard go to the Subscription page and under Change Licenses enter the number of licence
you desire.

Why am I being charged for more than one channel?

There are a couple of possible reasons for this:
- You may have subscribed to more than one Channel
- You may have subscribed to more than one iPod Licence

Please contact us at info@storeplay.com.au if you have any queries.

How do I update my credit card details?

To update your credit card details, log into the Account and on your Dashboard click Payment
Methods.

Why am I being charged every month?

Storeplay is a subscription service that charges recurring payments to your account until
cancelled.

How can I cancel my subscription?

If you would like to stop your subscription you can do this on your Dashboard go to Subscription
page.

On the Cancel Subscription section, just click the 'Cancel My Subscription' tab at the bottom of
the page.

Your subscription will expire at your next renewal date.
Due to the nature of the service we do not offer refunds.

How can I see my subscription?

You can access your account details by logging in to your Dashboard and going to the
Subscription page.

How To

Upgrade to 2 or more monthly channels

Add channels by upgrading your plan.

Login to the storePlay Admin and on your Dashboard go to Subscription page and in the Change Plan section you can choose the Channel package you desire.

Upload Ads

Login to the storePlay Dashboard, go to the Advertisements section, where you can upload your own Ads to play between the tracks.
You set the frequency the ads play in the Change Frequency drop-down menu.
In the Upload a New Advertisement section, you title the ad and select the dates for it to play
from & to. If you leave it as anytime, it will play continuously.

You then choose the file & upload the ad.
You can upload as many ads as you'd like and you'll be please to know that once uploaded, they
can't be blocked or fast forwarded on the app.

Create a Playlist

When you login the Storeplay App you will be on the Channel Screen, hit the Add Playlist button
at the top to create a customised strong for all the music in storePlay. Once named you can
select tracks to add to the Playlist via Songs, Channels, Genres & BPM.

Play my music wirelessly from my iOS player

storePlay easily connects to both AirPlay & Bluetooth receivers allowing you to play your music
remotely.
When you are logged to the the storePlay App and are playing a song, the icons for the AirPlay & Bluetooth receivers will appear in the bottom right corner.

Save between $600-$5,600 p.a with our PPCA Free & Cafe programs

 

Our PPCA Free & Cafe programs have been specifically created to save restaurants from having
to pay the PPCA public performance fees.

To take advantage of this saving you will need to play either the PPCA Free or Cafe programs exclusively.
PPCA Free programs require APRA licencing fee to be paid. Cafe programs require both APRA & the Cafe licensing fee to be paid.

Turn on Volume Levelling

Storeplay has built in volume leveling that can be turned on/off in the Preferences in the More
section of the App.

SONOS Volume Control

Storeplay can't control the volume levelling on Sonos.
The Sonos apps do have some basic built-in volume levelling support, for example in the iOS
Sonos app.

Turn On Cross-Fading

Crossfading can be turned on/off in the Preferences in the More section of the App.

Swap Devices

Yes, you can easily swap devices. Once you have set up your account, go to the Dashboard Stores
& Devices page and hit Reset linked Devices and then log in on your new device.

Use Sonos

Storeplay's native iOS app can now cast via Airplay 2 directly to the latest SONOS speakers.

iOS and Android

Open the Sonos app and tap More.
Tap “Add Music Services”.
Tap on the 'Storeplay' entry in the service list.
Select “Add Account”and follow the on-screen instructions to finish adding your account.

macOS and Windows

Open the Sonos desktop controller app.
On the right side of the app, click on the button labeled “Add Music Services”.
Scroll to the bottom of the service list and select “Sonos Labs”.
Tap on the 'Storeplay' entry in the service list.
Follow the on-screen instructions to finish adding your account.

Existing storePlay users will need to reset your storePlay licence prior to logging in via Sonos.
You can reset your licence by visiting the Dashboard Devices page, clicking on the Device/Store
you wish to reset and then hitting the Reset Licence Button at the button.

Sonos Limitations
Please note that due the limitations of the Sonos platform:
- Music is streamed, not downloaded
- Users cannot upload ads
- Users cannot create playlists
- There is no cross-fading
- There is volume levelling within the app

Clients that choose to use SONOS devices in their implementations should remember that while
Storeplay makes every effort to ensure that our platform and products integrate as
well as possible with our technology partners (SONOS being one), we are not in complete and
absolute control of all elements of this integration.

As a result, the ongoing stability of our integration may be impacted at times by changes made on our integration partner’s platform without our knowledge or consultation. For this reason, Storeplay will continue to make best effort to support any existing SONOS implementations, while suggesting that our native Storeplay app be used in preference to the SONOS app to cast to these devices.

Error Messages

"You haven't reconnected for more than 45 days. Please connect to the Internet before signing in again."

The storePlay App needs to sync with our server at least once every 45 days, so if you are unable
to open storePlay, make sure have a working WiFi/internet connection and click on the Storeplay
App so it can sync.

"Invalid username and/or password."

Please confirm that you have entered the correct username & password. Both username & password are case sensitive.

"Please try again"

This is displayed when a possibly temporary error occurs, such as connectivity suddenly dropping
out - so please try again.

"All available app licenses have been claimed."

If you have multiple licences (stores), this error means that all available licences have been
claimed.
You can reset your licence in the Dashboard Stores & Devices section of your Account page of the
Storeplay website once you have logged in.
Each device will then re-claim the licenses on a first-come first-served basis when logging in. No
data will be lost in this process.

What devices can I use?

Storeplay works on iOS, Android, Windows or devices.
All you need is any of the below;

iOS - App Store
- Apple App Store (iPod Touch, iPhone, iPad or iPad mini)
- Requires iOS 8.0 or higher
- We are an Authorised Apple Reseller, so if you need any iOS hardware, we can help you out.

Android - Google Play Store
- Requires Android 5.1 (Lollipop) or higher

While the minimum Android version necessary to run Storeplay is 5.1, we strongly recommend
the use of a high-quality device dedicated to running the storePlay app. The Android operating
system is often modified by device manufacturers and this has the potential to reduce available
device memory and degrade performance.

To ensure the best experience running storePlay on Android we recommend:
1. Choosing a device that is part of the Android One certification program (see here for more
information. Android One devices meet Google standards and receive regular system and
security updates.
2. Choosing any Google manufactured device (Pixel or Nexus range)

Windows

- Requires Windows 7 SP1 or higher
- Requires the .NET framework version 4.6.2 or higher (this is detected at installation time). The
latest 4.7 release can be downloaded here: https://www.microsoft.com/en-
us/download/details.aspx?id=55167
- Crashes are automatically reported to our system

- The app checks for updates on launch
Sonos
- iOS
- Android
- macOS
- Windows

How much data is required per Channel download?

The initial download of a channel is roughly 1.4Gb
Each month thereafter the download will be roughly 200mb.

What quality files does storePlay play?

We use 128kbps AAC files.
Can I import the songs/playlists I have already on my device?
Yes, you can import the songs individually (& collectively) by going into the More section in the app and hitting the Add Songs or Add Playlists button.

Do I own the songs I download on storePlay?

No, storePlay is a subscription service, so you only have access to our music while your
subscription is valid.

My music is not downloading?

To load your channels, make sure have a working wifi/internet connection, click on the Storeplay
App & make sure you are logged in.
Also, make sure that you have enough memory on your device. You will need roughly 1.5 Gb of
space per channel.

When I try to download a channel/playlist it says "Pending" or "No WiFi"

(3G/4G device)
To ensure you don't exceed your data allowance, the default setting for Storeplay will not allow
you to download channels/playlists on 3/4G.

We can easily change this for your account, please just email us and let us know.

To load your channels/playlists, make sure you have a working WiFi/internet connection, click on the Storeplay App & make sure you are logged in.

My volume levels are fluctuating.

Storeplay has built in volume levelling that can be turned on/off in the Preferences in the More
section of the App.

Where do I turn on crossfading?

Crossfading can be turned on/off in the Preferences in the More section of the App.

The Storeplay App gives me a log in error when I try to open it?

Please refer to the full list of error messages.

Reinstallation of storePlay (iOS)

Please note: Reinstalling storePlay will require all channels/playlists to be re-downloaded.

Do the following:
1. Delete the storePlay application from your iPhone/iPod. To do this, press and hold the
application until it hovers and then press the X symbol.
2. Restart your device.
3. Install storePlay again from the App Store.
4. Re-enter your username & password.

Reinstallation of Storeplay (Android)

Please note: Reinstalling storePlay will require all channels/playlists to be re-downloaded.

Do the following:
1. Delete the storePlay application from your device. To do this,
- Open your devices Settings app.
- Tap Apps or Application manager.
- Tap the app you want to uninstall. You may need to scroll to find the app.
- Tap Uninstall.
2. Restart your device
3. Install storePlay again from the Play Store
- Tap Menu Menu and then My Apps and games and then Library.
- Tap the app you want to install or turn on.
- Tap Install or Enable.

Can I connect storePlay to my speakers with Airport or Bluetooth?

Yes, storePlay can remotely connect to your speakers via Airport or Bluetooth receivers.
When you are logged to the the storePlay App and are playing a song, the icons for the Airport & Bluetooth receivers will appear in the bottom right corner.

Can I swap devices?

Yes, you can easily swap devices. Once you have set up your account, go to the Dashboard Stores
& Devices page and hit Reset linked iPods and then log in on your new device.

Can't login to player.storeplay.com?

Some users report login issues for player.storeplay.com (the site used for controlling the
Storeplay device).

In most cases, this is due to networking issues that prevent the storePlayer
from sending and receiving information via player.storeplay.com.

1. Use a port scanning tool such as https://www.whatismyip.com/port-scanner/ to see if port
61617 is open on your network. Please note - you must perform this check using the same
internet connection as your storePlay device uses.

2. If the port is OPEN - please raise a support ticket with Storeplay Support.

3. If the port is CLOSED - please contact your internet service provider (ISP) for further
instructions. Many ISPs will have certain security roles enabled on your router by default, and
you may need to change these settings to allow traffic from player.storeplay.com to reach your
device..

You will need to explain to your technical support contact at your ISP that you need to allow
traffic (incoming and outgoing) via port 61617 on your network. Many ISPs will provide a simple
online portal for you to make this change yourself. This information typically comes with the
router.