Support
Help, answers and real people
Most questions are answered below. If yours is not, write to us — support is handled by the people who build the software, in six languages.
- Average first reply within one business day
- Support in EN, JP, DE, ES, FR and IT
- Feedback goes straight into the next release
General questions
Where can I find my order number?
It is in the confirmation e-mail sent by our payment processor, and inside the application under Help → About. Please include it in any support request about a purchase.
How do I move my licence to a new computer?
Deactivate the licence on the old computer (Help → Licence → Deactivate), install the application on the new one and activate it again with the same licence key.
Does recording or transferring require an account?
No Namimora account is required. PlaylistGo signs in to your streaming services through their official authorisation flow; MusicOne works without any sign-in at all.
Do you offer refunds?
Yes — within 30 days of purchase, for any reason. See the refund policy.
MusicOne troubleshooting
Nothing is being recorded — where do I start?
Check that the correct recording device is selected in the settings (the output your player uses), that the level meter moves while music plays, and that the destination folder is writable. A silent level meter almost always means the wrong audio device.
A track was cut in the wrong place.
Automatic silence detection is a heuristic. Open the recording in the built-in editor, set markers manually and save; MusicOne will re-split the file without re-recording it.
Radio station does not play.
Some stations change or block stream URLs. Try the station search inside MusicOne instead of a saved URL, or paste a different stream address for the same station.
Recordings sound quieter than the original.
Enable loudness normalisation in the output profile. Recording levels should peak around −3 dBFS; the profile editor shows the current gain.
PlaylistGo troubleshooting
Some tracks were not found on the destination service.
Open the results list, filter by “missing”, and use manual search to pick a replacement. Regional catalogue differences are the most common cause and cannot be fixed by any tool.
The service sign-in window stays empty.
Update the application first, then check that your firewall or an ad blocker is not blocking the authorisation window. Signing in through the browser and pasting the code back into the app also works.
A transfer stopped halfway.
PlaylistGo resumes incrementally: re-run the same transfer and only the missing tracks will be processed. Rate limits on the destination service are the usual reason for a pause.
Order of my playlist changed.
Enable “preserve track order” in the transfer settings. Some services do not expose ordering through their API, in which case the destination keeps its own default order.
Contact support
Write to us in English, Japanese, German, Spanish, French or Italian.
[email protected] — for licence, refund and technical questions. Please include the product name, version (Help → About) and operating system.
What helps us help you
- The exact wording of any error message, or a screenshot.
- The steps that lead to the problem, in order.
- Whether it happens with every track / playlist or only some.
- Your order number if the question is about a purchase.
Response times
Support is staffed on business days in Central European Time. Most requests receive a first answer within one business day; complex investigations may take longer, and we will tell you when that is the case.
Business and press enquiries
For licensing, distribution or press questions, write to the same address with “Business” in the subject line so it reaches the right desk immediately.
Still stuck?
Send us the details and we will work through it with you.