Napster app on Xbox 360 help

Xbox Live connection problems

If the Napster app isn't functioning smoothly on your console, you may have a connectivity problem. See Troubleshoot Xbox 360 connection to Xbox Live.

Xbox 360 audio/video problems

If your Xbox 360 console isn't providing good-quality video or audio, see Xbox 360 audio or video problems.

The Napster app doesn't respond

If the Napster app doesn't respond to input, delete the app and download it again:

  1. From the Xbox Dashboard, go to settings and then System.
  2. Select Storage.
  3. Select your primary storage device.
  4. Select Games and Apps.
  5. Find and select any items that refer to Napster.
  6. Select Delete.
  7. From the Xbox Dashboard, go to apps and then Browse Apps.
  8. Select the Napster app.
  9. Select Download and then Confirm Purchase to download and install the app.

If the problem isn't resolved, contact Xbox Support.

Error messages

You might get one of these errors when you try to listen to content in the Napster app:

  • Sorry, Napster isn't available at the moment. Please try again later. For more information, go to www.xbox.com/status.

    To resolve this issue, follow these steps:
    1. Go to Service status to check if there’s a current issue with the service provider.
    2. If there is no issue with the service provider and you get this error when you try to start the Napster app, wait for about a minute and then try to start the app again.
    3. If you continue to get the error, delete and reinstall the Napster app.
    4. If reinstalling the app does not resolve this issue, try to improve your connection speed.
    5. If these steps didn’t resolve your problem, contact Xbox Support.
  • Account In Use
    Your music has paused because your account is in use from another location.
    Please select play to resume listening.

This issue can occur if you try to stream Napster content on two devices at once using the same account. You can only stream Napster on one device at a time per account.

To resolve this issue, follow these steps:

  1. Select OK to close the message box.
  2. Select Play to pause the content on your second device.

Note If you get this error message when you’re not streaming content on more than one device, contact Napster support:

    • United Kingdom Support – Call 020 7365 1079 during the hours of 12:00 to 20:00 GMT, Monday – Friday, or see www.napster.co.uk/quickhelp/.
    • Germany Support – Call 069 50071139 during the hours of 12.00 to 20.00, Monday – Friday, or see www.napster.de/contacts/.
  • Reactivate your account!
    Your account information has changed.
    Please follow these steps to reactivate:
    Visit http://www.napster.co.uk/xbox/activate in a browser.
    Enter this code to reactivate your device:

    This error means that your account credentials have changed and you must reactivate the device.

    To resolve this issue, go to the website in the error message and reactivate the device.

    Note If you did not change your account credentials, contact Napster support:

    • United Kingdom Support – Call 020 7365 1079 during the hours of 12:00 to 20:00 GMT, Monday – Friday, or see www.napster.co.uk/quickhelp/.
    • Germany Support – Call 069 50071139 during the hours of 12.00 to 20.00, Monday – Friday, or see www.napster.de/contacts/.

  • Sorry, the item is no longer available.
    You can either close Napster or return to the Xbox dashboard or you can continue on to the Napster home page.
  • No tracks are currently available for this album.

    These errors can occur if the content is not available.

    To work around this issue, return to the previous menu and select a different item.

    To report this content error, notify Napster support:

    • United Kingdom Support – Call 020 7365 1079 during the hours of 12:00 to 20:00 GMT, Monday – Friday, or see www.napster.co.uk/quickhelp/.
    • Germany Support – Call 069 50071139 during the hours of 12.00 to 20.00, Monday – Friday, or see www.napster.de/contacts/.
  • Radio Skips Limited
    You have reached the maximum skips allowed for this radio.
    Please wait to skip again.

    You can't skip some Napster content. To work around this issue, do one of the following:

    • Let the content play.
    • Press B to go to the home screen, and then select a different station.

  • Update your account info! Your Napster account has been suspended. Please log in to Napster at www.napster.co.uk and check your payment details under “My account”.

  • No Napster subscription. In order to listen to millions of full-length tracks, please upgrade your account to Napster Unlimited

    These errors message mean that one of the following conditions is true:
    • Your account is suspended.
    • Your trial has expired. To resolve this issue, log on to Napster.com and update your billing information.

    To resolve this issue, log on to Napster.com and update your billing information.

Note For account support or issues with your Napster music subscription, contact Napster:

  • United Kingdom Support – Call 020 7365 1079 during the hours of 12:00 to 20:00 GMT, Monday – Friday, or see www.napster.co.uk/quickhelp/.
  • German Support – Call 069 50071139 during the hours of 12.00 to 20.00, Monday – Friday, or see www.napster.de/contacts/.

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