FAQs: Troubleshooting

  • Q: System requirements

    A: Singup.org can be accessed on any computer or notebook running the major operating systems (e.g. Windows or Mac), the more contemporary the better will your experience be. You will also be able to access the website via the browser on a mobile device or iPad, where you might experience though that some features might not be as easy accessible or visible. We are currently improving the mobile version of our website to ensure you can access Singup.org anywhere you are.

    Our website is accessible via any major modern browser such as Internet Explorer, Google Chrome, Firefox, or Safari. For the best experience we recommend to always use the most up to date version of your browser, which would currently be Internet Explorer 11, Google Chrome 39, Firefox 34, Safari 8*. Please note that the Sing Up website is incompatible with most versions of the AOL browser.

    When using your browser make sure you have the most up to date Adobe Flash Player installed, cookies are accepted, JavaScript is allowed, and YouTube is not blocked, as our videos are hosted here like many sites do. These settings are required to play songs, view scores or the whiteboard mode, play videos, enable appropriate login, and much more.

    If you are at your school, you might find that your network security is blocking features of the website (such as cookies) which are needed for the website to work appropriately. In this case, please talk to your IT co-ordinator about setting your school network to ‘allow all content’ from the Sing Up website and to update any required software.

    If you are experiencing difficulties accessing the website, or would like to ask any questions, our friendly Support Team is here to help.

    * Updated January 2014

  • Q: I cannot access website content although my software and browser settings are up-to-date

    A: If all your software and browser settings are up to date and correspond with the Sing Up system requirements (see above) and you are still experiencing difficulties playing songs, downloading scores or using the whiteboard mode, or even accessing your account as you get constantly logged out, here are a few pointers to help:

    • Clear your cookies and cache and restart your browser. You can do this in your browser’s privacy or security settings or by using the keyboard shortcut Ctrl+Shift+Delete (For Safari use Ctrl+alt+ e).
    • Add Singup.org to your browser as a trusted site. You can do this in your browser’s privacy or security settings.
    • You can also try to use Google Chrome as our website works best on this browser.

    If you are still experiencing difficulties accessing the website, or would like to ask any questions, our friendly Support Team is here to help.

  • Q: I am trying to login to my account and I keep getting logged out or see an error/blank page

    A: To be able to login to the website and stay logged in, you would like to make sure cookies are accepted and you use the most up-to-date version of your browser. It is also worth checking if the most recent Adobe Flash Player version is installed and JavaScript is allowed.

    If you are at your school, you might find that your network security is blocking features of the website (such as cookies) which are needed for the website to work fully. In this case, please talk to your IT co-ordinator about setting your school network to ‘allow all content’ from the Sing Up website and to update any required software.

    You may also try to use Google Chrome as our website works best on this browser.

    Still experiencing difficulties? - Our friendly Support Team is here to help.

  • Q: My password reminder hasn't arrived

    A: Once you have submitted your email address on the forgotten password section, you will be informed right away if the email is on the way successfully.

    Should you not receive your password notification into your inbox, it is likely that your email provider or network is blocking emails from Sing Up and you can:

    • Check your spam/junk folder.
    • Add Sing Up to your ‘save senders’ list if you are registered with one of the major email providers, e.g. Gmail, Yahoo, Hotmail.
    • Talk to your school’s IT co-ordinator about adding Sing Up to your ‘safe senders’ list, and setting your school network to allow all content from the Sing Up website.

    If after submitting your email address you receive a message saying 'Oops, this email address isn't registered with Sing Up yet.' You might want to check the spelling or try to login with another email address you might regularly use.

    Still experiencing difficulties? - Our friendly Support Team is here to help

  • Q: We did not receive an order confirmation for our Membership order

    A: Upon submitting a Sing Up Membership order successfully via our website, the order confirmation will be sent right away to the email address the individual placing the order used to login in with.

    Should the order confirmation not arrive, it is likely that the email provider or network is blocking emails from Sing Up and the individual placing the order can:

    • Check the spam/junk folder.
    • Add Sing Up to the ‘save senders’ list if registered with one of the major email providers, e.g. Gmail, Yahoo, Hotmail.
    • Talk to the school’s IT co-ordinator about adding Sing Up to your school’s ‘safe senders’ list, and setting the school network to allow all content from the Sing Up website.

    Need a copy of the invoice? – Get in touch with our Finance Team.
    Not sure who placed the order? - Our friendly Support Team is here to help

  • Q: I can't find my organisation when signing up or changing my school

    A: To find your school/organisation record, you can submit your school’s postcode or name and to help our search to find your organisation record, make sure to put a space in the postcode or try cutting down on the amount of words you use to search:

    • For example, if you were a teacher at Hatch Warren Infant School, you could try searching for ‘Hatch’.
    • Alternatively, you can try inputting just the first part of your postcode - e.g. SE1.

    If your school/organisation is still not appearing, you may need to create a new account.

    Still experiencing difficulties? - Our friendly Support Team is here to help and can easily find out whether your school is registered with Sing Up.

  • Q: I would like to unsubscribe from Sing Up communication emails

    A: To unsubscribe from our emails, simply follow the unsubscribe link on the latest email you've received. You can also choose to unsubscribe from our communication in your My Sing Up area on your Details page.

    If you would like to still receive certain emails but not others, or if you think you have unsubscribed but are still receiving our emails, our friendly Support Team is here to help.

  • Q: I would like to renew early, but will our current Membership be cut short?

    A: Renewing early means that we add on 12 months of Membership from your current expiry date, and you will have no break in your access. You won’t lose out on any time left on your current Membership.

    Any users connected to your Membership can always check the expiry date in the My Sing Up area. Unless you're on a recurring payment plan such as Direct Debit your Membership will not be extended automatically, but anyone connected to your Membership can choose to renew as early as 3 months before the Membership is due to expire.

    If you would like assistance with your renewal or if you experience difficulties accessing your account, don’t hesitate to get in touch with our friendly Support Team.

  • Q: I can't download the scores

    A: Once you have unlocked the scores associated with a song, you have a 12-week window in which you can download them to you computer. If you are having problems downloading these then please follow these steps:

    1. Select the ‘Scores’ tab on the song’s page to bring up a list of the different song sheets available.
    2. Click on the sheet music you would like to download.
    3. This will then open a new dialogue box asking where you would like the file to be saved, select the location for the file and click save.
    4. Your sheet music will now be downloaded onto your computer.*

    If the new dialogue box does not come up, it might be that you have automatic downloads set up. You can also try to use Google Chrome as our website works best on this browser.

    *Licence restrictions do apply. Photocopying or digital distribution of any kind without a licence is prohibited.

    Still experiencing difficulties? - Our friendly Support Team is here to help.

RPS award MakingMusic award Smart Award Teacher Award Teacher Award 2018

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