Frequently Asked Questions

1. I've downloaded the app and it's asking me to login. I don't have an account and I don't know what to do.

You'll need to make an account, just click here. Once you've done that, login and go to the website homepage (note that once you're done registering you'll already be on the homepage). The next step is to verify your email (there's info about that on the homepage), and then add a book. You'll need to add your books on the website. If you click on the 'Add a book' button under 'Your books', you can type in the text code printed on your redemption card. Note that this is case sensitive.

We would have put a button in the app to let you setup an account and to add books, but unfortunately Apple wouldn't let us do this. They won't allow any links to our website from the app because of the way our redemption code system works, and having links to the website doesn't meet their guidelines.

2. I'm on the app library page and I can't add a book, what do I do?

You can't add books in the app if you are using an Apple device (iPhone or iPad). Make sure you're logged in to the website and then go to the homepage. If you click on the 'Add a book' button under 'Your books', you can type in the text code printed on your redemption card. Note that this is case sensitive.

If that button isn't visible, you might need to verify your email. You will have been emailed a link to do this. If you didn't get the email, check your spam folder, and if you still can't find it there will be a button at the top of the homepage to resend the email.

For Android devices, to add a book in the app, you can press the plus (+) button on the library page of the app and either scan the QR Code or enter the Text Code (case sensitive) printed on your redemption card. You can also follow the instructions above to add a book through the website. To use the QR scanner on your Android device, you will need to ensure that the app has permission to access your camera. Switch on access by going to Settings > Apps > Encore Music Wiz > Permissions > Camera and then switching the button to the 'on' position.

3. I'm being asked to verify my email, but I don't know how.

The email you registered with should have been sent a link to do this. If you didn't get the email, check your spam folder, and if you still can't find it, there will be a button at the top of the homepage to resend the email.

4. What versions of iOS and Android are supported?

To use the Encore Music Wiz app you will need to have at least iOS 9.0 or Android 5.0 Lollipop (except x86 and x86_64 architectures). The app is only available for use on smartphones and tablets.

5. Can I get access to Encore Music Wiz if we bought the book with a CD previously?

Any books purchased with a CD may be upgraded to the Encore Music Wiz app, however, the cost of upgrading is $15 per Redemption Card/book title. Redemption Cards may only be purchased by contacting the Accent Publishing office directly (info@accentpublishing.com.au).

6. What happens if the Redemption Card is missing from the book I have purchased?

Please contact the retailer from which you purchased the book.

7. Can I still buy a CD?

Audio CDs are no longer available for any of the Encore Music Education publications. Backing tracks and audio recordings are only distributed through the Encore Music Wiz app.

8. Can I access my files from more than one device?

You can access the audio tracks on your Encore Music Wiz account from 3 devices at any one time. If you need to regularly switch between multiple devices, use the 'On device' button to switch access on/off your devices as required.

9. I'm trying to switch 'On device' to on and I can't because I've already used my device limit. I want to remove the book off another device that I don't have access to, what should I do?

You can remotely remove the book off this device from the website. Go to the website homepage and click on the book you want to remove. There will be a list of your used devices under the book title. Click 'remove' on the device you want to remove. You might have to refresh the app as well - go to the library page and pull down from the middle of the screen until you see a spinning loading icon.

10. Do I need to be connected to the internet to use the app?

You will need to be connected to the internet to install the app and download the audio tracks. Once you have downloaded the tracks you can use the app without an internet connection as long as the 'On device' button was left in the 'on' position.

11. Does the Encore Music Wiz app download the audio files on to my device or stream them?

The app will download the files on to your device. Please note, however, that in certain circumstances, the files may be deleted from your device and you will need to download them again. If you need to access the app at a time when you won’t have access to an internet connection, we strongly recommend you check that all the required files have successfully loaded onto your device before losing internet access.

12. What is the approximate file download size?

The app is approximately 12MB and the files for each book varies but most titles require about 70MB of disk space.

13. Why can't I select and play a track title?

Please check that the button next to 'On device' is switched to the green 'on' position. If there is a down arrow to the right of the track title, you will need to click on the arrow to download the file before you can play it. Once downloaded, the down arrow reverts to a bin symbol.

14. Why do my files get deleted?

Occasionally if you get logged out of your account on your device, there has been an update to the software or a change has been made to your account, you may need to once again download the tracks to your device. We always recommend checking to see if the tracks are all available if you need to access them at a time or place where you won’t have internet an connection.

15. What does each number in the Pitch shifter represent?

Each number represents one semitone. All keys are available by using a combination of transposing up or down.

16. Why is the pitch shifter restricted to six semitones either way?

The pitch shifting function is limited because any more than six semitones higher or lower and you will start to see a decline in the audio quality. There may even be some loss of quality beyond three semitones because of the processing power required to do so.

17. What is the optimum performance speed for each piece?

Every piece has been recorded at its optimum performance tempo. This default tempo may not suit every student and is probably not the most suitable option when learning a piece for the first time. Therefore, select a tempo that will best suit the situation. It’s possible to revert back to the default tempo at any stage by selecting the 'reset' button.

18. Can I play just one section of a track?

For each track there is a line showing the duration and play position of the track. Slide the upright start and stop lines at each end of the line to the desired position to select which part of the track you would like to play.

19. Can I play the audio files from within my Encore Music Wiz Account on a web browser?

No, you need access to the technology embedded in the Encore Music Wiz app. If you login to your account via a web browser you will see your library there but will not be able to play any of the tracks. Playback is only available through the app.

20. Why are my Kinder Beat Teacher Edition tracks no longer working?

If your Kinder Beat Teacher Edition tracks are no longer working please contact the Accent Publishing Office (info@accentpublishing.com.au) as your licence may be due for renewal.

21. Can I play other audio files on the Encore Music Wiz app?

The Encore Music Wiz app has been designed exclusively to play our audio files. There is no way to add your own audio files to your Library.

22. What if I forget my password?

Please go to encoremusicwiz.com.au/forgot, submit your registered email address and a link to reset your password will be sent to your email. If you can’t see the email make sure you check all the folders, including spam, in your account.

23. What happens if I delete the app?

If you delete the app from your device you can always reinstall it at a later date. All the audio tracks, which you have added to your Library, are linked to your Encore Music Wiz account. Therefore, they will still be accessible once you login in to your account. You will, however, need to download the files onto your device again.

24. How do I close my Encore Music Wiz Account?

If you would like to close your Encore Music Wiz Account please email us at info@accentpublishing.com.au. Please note you will no longer be able to access or reinstall any audio files that have been previously redeemed.

25. Can I transfer my audio files/tracks to someone else?

Once the audio files have been downloaded onto your device, they may not be transferred to anyone else. This means that if a user passes on their book to a friend, the audio files will no longer be available for download because that redemption code will have already been used.

26. Will my access to the audio files expire?

Your access to the downloaded audio files will not expire. Once redeemed, the files for each book are always linked to your Encore Music Wiz account. No annual renewal is required. The exception to this is Kinder Beat Teachers who will need to maintain their Kinder Beat Licence to have continued access to the Kinder Beat audio files.

27. What if I buy a new smart device or pass my old device onto someone else?

Until you remove that device from your account, it will continue to be included within your limit of three (3) devices per book. To remove that device, go to the website homepage and click on the book you want to remove. There will be a list of your used devices under the book title. Click 'remove' on the device you want to remove. You might have to refresh the app as well - go to the library page and pull down from the middle of the screen until you see a spinning loading icon.

28. Who can I contact if I am still having trouble?

Please contact us using the form here.

Otherwise, you can try calling our office on 1800 553 223 (within Australia) or +61 7 3352 5092. We have limited office hours but will endeavour to get back to you as soon as possible.