I can’t log into djay on PC

ShaoXuan_Luo · May 10, 2025, 4:48pm

I try to log in but it says”An internal error has occurred ”
I’ve tried all the ways to solve this problem.including using VPN and changing my network settings,but nothing happened
I am in China,I am not sure that this problem whether relates to my region
In a word,now I’m desperate and dont know what to do.plz fix this bug

Windows 11

Slak_Jaw · May 10, 2025, 5:46pm

Hi @ShaoXuan_Luo, welcome to the Community! Sorry to hear you’re experiencing this issue. Can you please confirm if you have already successfully created a djay account and have purchased a subscription? I need to know if you are having issues logging in or if you’re having issues creating an account. Thanks.

Slak_Jaw · May 16, 2025, 12:26pm

Hello! It’s been a week since my last reply. I’m going to consider this topic completed for now so I can focus on others. However, please feel free to respond and we can definitely revisit this. Thanks!

23_pun · May 19, 2025, 11:55am

I’m from China too, and I’m also experiencing the issue of being unable to log in.It keeps spinning in circles.

Slak_Jaw · May 19, 2025, 3:54pm

Hi @23_pun,

Can you please provide more details about your setup?
Device Model (ex. 2020 iPad Air 4th Gen):
Version of operating system (ex. iOS 17.3.1):
Version of djay (ex. 5.1.3):
Hardware/controllers used (ex. Reloop Ready):
Hardware Firmware Version (ex. 2.7):
Can you please try logging in from another device like an Apple or Android phone?

23_pun · May 21, 2025, 11:41am

Downloaded on Windows, the version is Windows Enterprise LTSC with the build number 21H2.The software is the latest version just downloaded from the Windows Store, I can’t find where to check it. it can log in on my macbook.

Slak_Jaw · May 21, 2025, 2:46pm

Thanks for the additional information @23_pun. I have shared this with our engineering team for further review.

Slak_Jaw · May 22, 2025, 1:30pm

Hi again @23_pun, could you please share a screen recording of the whole login process so we can see where in the process the error occurs? Thanks!

23_pun · May 23, 2025, 6:59am

23_pun · May 23, 2025, 7:02am

It’s in chinese, log in and subscribe

23_pun · May 23, 2025, 7:04am

Slak_Jaw · May 23, 2025, 5:13pm

Thank you @23_pun, I shared this with our engineering team.

ShaoXuan_Luo · May 23, 2025, 6:01pm

yes，i created the account on ipad and log in it on ipad successfully ，but have issue in logging only on pc

ShaoXuan_Luo · May 23, 2025, 6:04pm

朋友，你解决了吗？好几周了这个问题……..

23_pun · May 24, 2025, 1:29am

昨天刚发的截图给他们，估计是中国网络问题吧

Chris_Gkournelos · May 28, 2025, 11:05pm

Hello community,

The past hour I am trying to install the djay pro on Win 11 PC and it stucks forever on the subscription process after the selection o payment method on the pop up window.

I tried to install it on an android tablet, in case there was an error with MS store and the issue is the same (see attached photo).

Any ideas??

Slak_Jaw · May 29, 2025, 3:58pm

Hi @Chris_Gkournelos, welcome to the Community! Sorry to hear you’re experiencing this issue.

What version of djay are you using?
What country are you in? Is this the same country that your payment method was issued in?
Please confirm that your payment method is valid and the card is not expired.
Are you using a VPN or proxy?
Do you already have an Algoriddim djay Account and are you able to log in? https://help.algoriddim.com/hc/en-us/articles/12806719766684-Using-Your-djay-Account-Managing-Subscriptions-Cross-Platform-Access-and-Legacy-Support

Chris_Gkournelos · May 29, 2025, 5:25pm

Hi @slak_jaw,

Version 5.3.3033.0 on Windows 11
Located in Greece
Yes the payment method is valid. I used the same method on my Iphone 15 and the subscription through AppStore was completed successfully.
NO
I made a new account using my Gmail.

I tried it also today and the issue remains. See image below.

Slak_Jaw · May 29, 2025, 5:53pm

Thanks for the additional details @Chris_Gkournelos. Can you please log into your djay account on your iPhone? Note, per the linked FAQ above, that your subscription on iPhone allows you to use it on Windows as well without an additional purchase.

EDIT: Also, on your Android and Windows devices, please make sure you are running the latest OS updates. After updating, please try again.

Slak_Jaw · May 30, 2025, 2:18pm

Hi again @ShaoXuan_Luo and @23_pun, if you are still experiencing this issue on Windows, please update your Windows OS to the latest version and try again.

Regarding the “An internal error has occurred”, it’s possible this is being caused by internet blocking in your country. Please try logging in again with a VPN, and if that doesn’t work please send a video of the login process.