Docs / Help

Troubleshooting

Most problems have a quick fix. If yours isn't here, press Report a problem in the app or write to us, and we'll help.

I didn't get the confirmation email

Check your spam or promotions folder. The email comes from MIDI Genie at olu@midigenie.com.
On the sign-up or login page, press Send the link again. The link works for 24 hours.
Check the address you typed. Throwaway email addresses aren't accepted.

I didn't get free credits

Free credits are given once per person, after you confirm your email. If several accounts were made from the same network recently, new ones may not get them. Choose a plan to keep going, or write to us if you think it's a mistake.

It says I'm out of credits

Open Plan & credits to see your balance and when your monthly credits refill. On a plan, you can top up straight away. Without one, choose a plan.

A beat failed or I pressed Stop

Its credits come back to your account automatically. Try again, or ask for something a little shorter. If it keeps failing, press Report a problem and pick the session, so we can see exactly what happened.

The installer won't open

Mac: press Done, go to System Settings → Privacy & Security, scroll down and press Open Anyway.
Windows: on "Windows protected your PC", press More info, then Run anyway, and Yes when Windows asks to allow changes.

You only need to do this once.

My DAW can't find MIDI Genie

Restart the DAW, or rescan plugins.
Look in your instruments (FL Studio calls them generators), not your effects.
On Windows, the plugin is in C:\Program Files\Common Files\VST3, the standard folder every DAW checks. To rescan:
- FL Studio: Options → Manage plugins → Find more plugins.
- Ableton Live: Options → Preferences → Plug-ins, turn on Use VST3 Plug-in System Folders, then press Rescan.
- Cubase: Studio → VST Plug-in Manager, then rescan.
- Reaper: Options → Preferences → Plug-ins → VST, then Re-scan.
- Studio One: restart it; it scans the VST3 folder when it opens.
On Windows, use the 64-bit version of your DAW. On a laptop with an ARM chip (such as Snapdragon), use your DAW's regular 64-bit (x64) version, not its ARM version.

Windows: the installer needs administrator rights

MIDI Genie installs into Program Files, so Windows asks to allow changes: press Yes. On a work or school computer you may not be allowed to; ask whoever manages it, or use the web app in your browser.

Windows: my antivirus blocked or removed MIDI Genie

MIDI Genie is new, so some antivirus apps are cautious with it. Open your antivirus, find MIDI Genie under quarantine or blocked items, choose Restore or Allow, then run the installer again. Only install MIDI Genie downloaded from midigenie.com, the web app's Plugin page or your customer portal.

Windows: the installer says files are in use

Close your DAW and the MIDI Genie app, then run the installer again. If it offers to close them for you, let it.

Windows: it says it needs the WebView2 Runtime

MIDI Genie draws its window with Microsoft's free WebView2 Runtime. Most Windows computers have it, and the installer adds it if it's missing. If MIDI Genie still asks for it, press Download the WebView2 Runtime, install it, then close and reopen MIDI Genie.

Windows: the window is blank, black or flickers

Close MIDI Genie's window and open it again.
Restart your DAW.
Update your graphics driver: in Windows Settings → Windows Update → Advanced options → Optional updates, or from Intel, AMD or NVIDIA.

Windows: I can't drop files onto MIDI Genie

Windows blocks dragging from File Explorer into a program that runs as administrator. Open your DAW the normal way, not with Run as administrator. You can also press Attach file and pick the file instead.

Windows: no sound in the MIDI Genie app

In the app on its own, press Options at the top left, choose Audio/MIDI Settings and pick your speakers or audio interface.
If another program is using your audio interface on its own (ASIO), close that program or pick another device.
In a DAW, the sound goes through the DAW: check MIDI Genie's channel isn't muted and goes to the mixer.

Windows: it can't connect, or says "Not reachable"

Check you're online, and that your computer's date and time are right. A wrong clock breaks secure connections.
A firewall, VPN or work network can block MIDI Genie. Allow your DAW and MIDI Genie in your firewall or antivirus, or try another network.

Windows: saving a take into Documents fails

Windows' Controlled folder access can block saving into Documents. Save somewhere else, drag from the Takes folder, or allow your DAW under Windows Security → Virus & threat protection → Ransomware protection.

Windows: reinstall from scratch

Go to Settings → Apps, uninstall MIDI Genie, then run the installer again. Your sessions, takes and settings stay on your computer.

The plugin won't log in

Check the code in your browser matches the one in the plugin, then press Connect the plugin. Codes last 10 minutes; press Log in with MIDI Genie again for a new one.
If it says The plugin comes with any plan or credit pack, pick a plan or buy any credit pack, then press I've got one now.
If it says it was logged out, log in again in Settings. Logging a computer out on the web app's Plugin page does this.

My takes aren't syncing

Syncing works while the plugin is logged in and your plan includes the plugin. Check the plugin's Settings shows your account, and that you're online. If your plan has ended, your takes stay on your computer but no longer sync.

Licence: "Connect to confirm your license"

With a one-time licence, MIDI Genie works offline for up to 14 days at a time, then needs to check in. Connect to the internet and press Try again.

Licence: my key isn't accepted

Paste the whole key, starting with MIDIGENIE-.
A key works on two computers. To free one up, press Deactivate this computer in Settings → About on the computer you no longer use.

Licence: nothing happens when I send, or it says "Not reachable"

Open Settings and press Test connection.
If it says your key works but the model isn't available, pick another model.
Check that your provider account has credit.
On a Mac, if you've just saved a key, choose Always Allow when your Mac asks about the keychain.

I can't type in the box

Some DAWs keep key presses for their own shortcuts. Click inside the message box first, then type. If the Space bar still starts your DAW playing, click inside the box again.

Dragging into my DAW doesn't work

Press Save as… and import the file, or drag it from the Takes folder. See Get the MIDI into your DAW.

It's taking a long time

Bigger beats take longer. If a step runs long, MIDI Genie tells you, and you can press Stop at any time. Try Fast in Options for quicker sketches.

Still stuck?

Press Report a problem, choose what went wrong and pick the session it happened in. In the plugin, if there's an error, you can also press Copy diagnostics and paste it into an email to olu@midigenie.com. It never includes your keys.

On Windows, MIDI Genie also keeps a log at %APPDATA%\MIDI Genie\midigenie.log (paste that into File Explorer's address bar). Attach it to your email; it never includes your keys either.

Last updated 3 November 2026