FAQs

If you are experiencing problems with the Samsung Music Hub not installing on your device or you are receiving a “Forced Close” error message, please firstly check the following:

  • Ensure that your device is running at least Android software version 2.2 or above. To do this press the following Menu > Settings, scroll to the bottom of the display and press About Phone and note what is written under Android Version. If you find you have an earlier version then you can download Samsung Kies from here which will allow you to update your Android Version. You can also visit a Samsung Service Centre and have them do it for you but please be aware this option may result in charges.
  • Ensure that you have the latest version of Samsung Music Hub. If you are unsure go back to Samsung Apps and download the latest version.
Q :
What devices can I use Samsung Music Hub with?
A :
Samsung Music Hub is compatible with all Samsung Galaxy devices and tablets running at least Android Software version 2.2. or above.
Q :
How do I register for a Free Trial?
A :
New users to Samsung Music Hub will receive a Premium Free Trial when they register for an account. To register an account, simply visit our website at www.music-hub.com.au and select ‘Register’ from the upper right corner.
Q :
I have a device that qualifies for a Free Trial - what do I do?
A :
Mobile users with a qualifying device can redeem their Free Trial via the Samsung Music Hub app on your device. An overlay window will appear prompting you to redeem your Free Trial. If you have an existing account, find the Existing Account button on the Free Trial registration page and login using your Samsung Music Hub account credentials.
Q :
How do I select streaming over Wi-Fi only?
A :
By default the app is set to stream and sync via Wi-Fi only. If you wish to enable streaming and syncing via mobile data then you can do so by selecting ‘My Account’ from the home screen menu and then checking the box beside the options. **Please use caution when enabling mobile data as data charges can occur.
Q :
How many playlists can I create?
A :
There is no limit to how many playlists you can have. This gives you the freedom to create playlists for different moods, upcoming parties and events, or even for sweating it out in the gym!
Q :
How do I move items within my playlist?
A :
You can Move, Delete, Copy and Re-Arrange tracks within a playlist by using the + icon found beside the tracks. When you press this, an overlay window will appear displaying all the available options.
Q :
How many tracks can I have in a playlist?
A :
Each playlist created can contain up to 200 tracks.
Q :
How do I add tracks to different playlists?
A :
Using the + icon found beside either a track, album or playlist will let you add the track(s) to the current playlist, an already existing playlist or a brand new playlist. You can even select tracks from one playlist and copy them to another playlist using the + icon!
Q :
What does ‘Save to Device’ actually mean?
A :
‘Save To Device’ allows you to sync any playlists on to your device so that you can listen to it while offline or without an internet connection. When you select ‘Save To Device’, the tracks will begin to download locally on to your device. Once that’s done, these tracks can be played from the device memory instead of streamed via the internet. **Tracks saved to device can only be accessed via the app while on a valid subscription.
Q :
What does the orange glow around the + icon mean?
A :
While saving a playlist to device, the + icon beside some tracks may be orange, indicating that the track is still saving. Once a track or playlist is completely saved to your device, the + icon will be blue - symbolising that it’s available offline.
Q :
What does the blue background on the + icon mean?
A :
When the + icon beside a track, album or playlist is blue, it’s indicating that the track is locally saved on your device. Tracks that appear with the blue + icon can be played from the device memory instead of being streamed via the internet which is perfect for road-trips, travelling or even walking the dog. **Tracks saved to device can only be accessed via the app while on a valid subscription.
Q :
Why can't I find every track I want?
A :
Samsung Music Hub has an online library containing over 10 million tracks, with more being added daily. Unfortunately however, not all artists choose to make their releases available for streaming. We are constantly adding new music and updating our library so be sure to keep your eye on our New Releases.
Q :
I am getting a General Force Close error - what do I do?
A :
A General Force Closure is not often seen however should you find that you’re having this problem it’s always best to check that you’re using the most current and up-to-date version of the app. You can find and download the latest version of the app by navigating to Samsung Apps, searching for Samsung Music Hub and then downloading the latest version. If the problem persists, please contact Support at support@theinsong.com.
Q :
Why isn't my playlist saving?
A :
If you’ve chosen to save a playlist to your device and it’s not completing then please check your internet connection or mobile data connection. If you’re attempting to save via Wi-Fi, please ensure that this is enabled on your device and that you have a strong and stable connection.
Q :
How do I know which version of Samsung Music Hub I am using?
A :
You can check which version of Samsung Music Hub you’re using by selecting ‘My Account’ from the home screen and then selecting ‘About Samsung Music Hub’ from the menu near the bottom of the page.
Q :
Why is the app taking so long to load between pages?
A :
If you’re having trouble with load times between screens, we suggest force-closing the app and reopening it to re-establish connectivity. To do this, from your device’s home screen, select Apps > Settings > Application Manager > Samsung Music Hub > Force Stop > OK, then reopen Samsung Music Hub.
Q :
When I’m using Mobile connectivity the Top 40 Albums list and My Playlists aren’t loading the first time. How can I fix this?
A :
Every list should load the first time unless you are trying to access the service from somewhere with poor mobile connection. If you have great coverage where you are and it’s still occurring, you may not have the correct Mobile Network settings for your device. Please contact your carrier to ensure that you have the right settings.
Q :
How do I cancel my subscription?
A :
You can quickly and easily cancel a subscription by visiting the website at www.music-hub.com.au and logging in to your account. Once you’re logged in, select ‘Account’ from the upper right corner. From here just select ‘Cancel Subscription’ and then enter your password for verification. Please ensure that you complete the process to validate your cancellation.
Q :
How do I contact support?
A :
You can contact our support team via email at support@theinsong.com. Our friendly team always strive to reply as soon as possible.