Support FAQs and Contact
If you need help with Payment, Account Login, Downloads or Playback please click the appropriate tab below.
If your question is not answered or you would like to get in touch for another reason, please use the Contact tab.
Thank you.
- PAYMENT
- ACCOUNT LOGIN
- DOWNLOADS
- PLAYBACK
- CONTACT
I am having trouble paying with my card. What do I do?
If you are having problems paying with your credit or debit card, please try a different browser or device.
If the problem continues please check with your bank.
Can I pay with PayPal?
We are not able to take payment via PayPal - we can take payment only by credit or debit card.
Apologies for this inconvenience.
Can I pay in my own currency?
Our products are priced in US dollars.
If your credit or debit card is in another currency it will be automatically converted into US dollars.
I didn’t create an account but it says “You must be logged in to download files” when I click on the download links on my email
A Username and Password is automatically generated when you purchase a product.
An email will be sent to you with your Username and Password. Use these to login and download your files.
I can’t login using my Username and Password
Make sure to use the Username and Password from the email we sent after your purchase.
If still not working, click on the ‘Lost Your Password’ link on the My Account page https://www.deida.live/my-account/ .
Add your Username or Email then click on the ‘Reset Password’ button.
You can then create a new password and click save before logging in.
I tried changing my password but still says I have wrong password
Click on the ‘Lost Your Password’ link on the My Account page https://www.deida.live/my-account/ .
Add your Username or Email then click on the ‘Reset Password’ button.
How to change password for my account
Go to the My Account page https://www.deida.live/my-account/ and login.
Click on the ‘edit your password and account details’ link.
Under ‘Password Change’ enter your Current password on the first field then type in your New password on the second field.
Finally confirm your New password on the third field then click on the ‘Save Changes’ button.
I can’t find my previous purchase in my account – where are they?
This is a new website at www.Deida.live with a different and separate account to www.Deida.info.
Your previous purchases may be with that website and account.
To access your previous purchases from that website, login at:
https://deida.info/my-account/
Please search your records for your password for that account or reset your password here:
I ordered a product, but can’t figure out where it is or how to download
You should have received an email with a login, username and password to access your audio.
Once you have logged in, the tracks can be downloaded either as a whole album or individually by clicking or tapping on each link.
When I log into my account I am unable to download the audio files? What do I do?
First try refreshing your browser. This usually fixes the problem.
If you are still unable to download the files, click on the Contact tab, send us a message and we’ll reply as soon as we can.
What is a Zip file and what do I do with it?
Zip files are compressed files, with the whole album all in one folder, for faster, easier downloads.
You would need to right click and 'Extract FiIes' to be able to access and play the files inside the Zip.
If you prefer to avoid the zip files, you can download the individual audio files by logging in to your account on a computer and clicking on each link.
If you are on a phone, clicking on each link will open the file to play in a new window.
When I click on the download link it opens another browser and plays the audio. How do I download it?
Usually this happens on an iphone.
As of the moment the only way to download your audio files through your iPhone is by saving it to iCloud, Dropbox or Google Drive.
How to Listen to Your Audio
The best way to listen to all tracks in sequence is to add the complete album to a media player e.g. iTunes or Windows Media Player.
First, make sure you have downloaded all tracks onto your computer. You can import them into your media player.
How to add to iTunes so they appear in your iTunes library.
iTunes for Mac:
- Make sure iTunes is set to ‘Music’
To add all tracks
- Find the folder where you downloaded the audio.
- Drag the folder from the Finder to the iTunes window.
This will add all the files it contains to your library.
To add single tracks
- Choose File > Add to Library, locate a file or folder, then click Open.
iTunes for Windows:
- Make sure iTunes is set to ‘Music’
To add all tracks
- Find the folder where you downloaded the audio.
- Drag a file or folder from the Desktop to the iTunes window.
This will add all the files it contains to your library.
To add single tracks
- In iTunes, choose File > Add to Library, locate a file or folder, then click Open.
If you prefer to use a different media player, you can still add the tracks as a playlist.
Here’s how:
Windows Media Player:
- Select the file(s) you would like to add and then right-click.
- Select “Add to Windows Media Player list”. The files should then appear in your Windows Media Player playlist.
OR
- Open Windows Media Player.
- Locate the file(s) you would like to add to your library.
- Select the file(s) then hold the left-button down to drag them to the Now Playing area.
I downloaded a product but when I try to play it, it doesn’t work
Make sure that the file has fully downloaded before playing it.
If you have downloaded a full album then it will be on a zip file. Unzip the file first to reveal the individual mp3 files.
When I play the audio it runs for a couple of minutes then goes into loop.
We have looked extensively into this issue which occurs on Apple devices and have established it is an
iOS limitation and problem.
The recommended option, if the audio will not play, is to download the file onto a computer and then
transfer to your mobile device.
Our apologies for the inconvenience. We have done all we can to find a solution for this issue.
To play the audio on your phone, tap on each audio file link in the download area. The track will play
'streaming' via wi-fi or your network provider.
Make sure you have a strong Wi-fi or mobile data connection to avoid disconnection of the audio stream.
If there is a problem with playback, make sure that your device has the latest iOS or Android OS available
for your device and that your web browsers are updated. Try playing the audio in a different web browser.
If you wish to download a copy of the audio this can be done through your laptop or desktop computer.
Click on each link to save each track which can then be transferred to your mobile device.
If you are still unable to play or download the files, click on the Contact tab and send us a message,
including details of the device, operating system and browser which you are having the problem with.
This will help us in tracing the problem and finding you a solution.
How do I play the audio files on my phone?
Log in to your account where you will see the individual files listed to download.
Tap on a link in the download area. The track will open in a new window and play in an audio player via wi-fi or your network service provider.
iOS Devices:
Due to Apple Software Restrictions on mobile devices (devices only, not computers), you must first download your files to a Mac or PC computer. Then, open your files in iTunes and sync to your iPod/iPad/iPhone.
