Short codes are case-sensitive. Make sure you're typing the correct upper and lower-case letters.
Use the Retrieve Your Key
page to have another copy of your unlock sent to you. That email will contain your new short code.
Where did you originally purchase Synthesia?
From the Synthesia website
Your unlock key can be used on PC, Mac, and Android at the same time. We wish that list included the iPad, but Apple has a rule that prevents it.
Inside the iPad app
A single in-app purchase on the iPad can be used across more than one iPad (as long they're all signed into the App Store using the same Apple ID). Otherwise, unfortunately, Apple has a rule that prevents the same purchase from being used on any other kind of computer or device.
Inside the Android app
A single in-app purchase from the Android app can be used across more than one Android device (as long they're all signed into Google Play using the same Google account).
If you'd like to also use Synthesia for PC or Mac, you can apply your full in-app purchase price toward an unlock key from our website. By only paying the difference, you never need to spend more than the price of an unlock key from our website. Inside the Android app head over to Settings → Unlock Synthesia → Claim your discount.
For the iPad, unfortunately Apple has a rule that prevents it.
There are a few things you can try:
- If you're using a MIDI adapter, try swapping the In and Out cables.
- If your keyboard is plugged into a blue USB (3.0) port, try using a different color (2.0) port instead.
- Close other MIDI-enabled apps that might have exclusive access to your keyboard. (This includes Chrome if you've visited any websites that use the "Web MIDI" standard!)
- On Windows, you may have conflicting hardware (like certain Logitech webcams). This page describes the problem and the steps to fix it.
- Try a different MIDI-enabled app to help determine whether the whole system is having trouble communicating with your keyboard or if it's a problem specific to Synthesia. For Windows, MIDI-OX is a free utility that can monitor keyboard input. On Mac, try MIDI Monitor. On iPad, try GarageBand. If other apps also aren't responding, it's probably a question to ask your keyboard manufacturer.
This is usually a missing driver. Double-check your keyboard manufacturer's website for an updated driver.
This is usually caused by a low-quality USB-MIDI adapter. This forum topic
has more information.
First, make sure it's a MIDI file. (MP3 isn't supported, unfortunately.) Then, follow the steps in the Adding Songs
Usually it's as easy as clicking the music note icon in the toolbar. See the Displaying Sheet Music
guide for more information.
Apple handles refunds for iPad purchases. This guide
shows several ways to contact Apple for an in-app purchase refund.
Visit your Google Play Account
page, locate the Synthesia purchase in the Order history list, click the three-dot icon at the right, and choose "Report a problem".