MusiCal Docs

Troubleshooting

The fixes for the questions that come up most often. If you do not see your problem here, use the in-app help button or contact your company admin.

Sign-in trouble

"Google says my account does not exist." Your email has not been invited to a MusiCal company yet. Ask your director or company admin to invite you from Admin → Users.

"Microsoft sign-in loops back to the start." Most often the email you signed in with does not match the email your company invited. If you have multiple Microsoft accounts (work and personal), make sure you are choosing the one your invitation went to. Sign out of all Microsoft accounts and try again.

"I clicked an invitation link and got an error." Invitation links expire after 14 days. Ask your company admin to resend.

"I had access yesterday and now I do not." Your account may have been deactivated when a production closed. Contact your company admin.

Calendar issues

"My calendar PDF is empty." You are not yet called to any rehearsals. This usually means casting is still in progress, or your role's scenes have not been assigned to specific rehearsals yet. Check with your stage manager.

"My ICS subscription is not updating." Calendar apps refresh subscriptions on their own schedule, not in real time. Apple Calendar refreshes every few hours; Google Calendar can take up to 24 hours. To force a refresh:

"My calendar shows a rehearsal I am not called to." ICS subscriptions occasionally show stale data after a rehearsal is removed or rescheduled. Re-subscribing fixes it. If the problem persists, the rehearsal may still have your name on it — check with your stage manager.

"The PDF is in the wrong time zone." Calendars are generated in your production's time zone, not your phone's time zone. If you are touring with a show, the calendar is correct for the production location, even if your phone is somewhere else.

Audition form issues

"The audition form will not submit." Required fields are highlighted in red. Scroll up to find the field with no answer. Common ones missed: the conflict calendar (which requires you to confirm your unavailable dates even if you have none) and the file uploads (which require successful uploads, not just selected files).

"My headshot upload failed." Files must be PNG, JPG, or PDF and under 10 MB. If your headshot is larger, your phone's photos app can usually export a smaller version.

"I clicked submit and got an error." Refresh the page and try again. Your in-progress answers are saved automatically every few seconds, so refreshing does not lose work.

"The form deadline passed but I never finished." Contact the company you were auditioning for directly. They can extend the deadline or re-open the form for you on a case-by-case basis.

Casting and offers

"I got an offer email but the link does not work." Offers expire after the deadline the company set. If yours has expired, reply to the offer email — most companies will reissue it.

"I accepted but my calendar is empty." Calendars populate from the production's rehearsal schedule. If casting just closed and the schedule is still being finalized, your calendar may be empty for a day or two while the staff sets it up.

"I declined by mistake." Contact the company directly. A declined offer can be reissued by the staff with a click.

Playbill issues

"My bio is missing from the playbill." Bios are added from your personal portal, not from the production page. Sign in, go to Profile → Bio, and add or update yours. It appears on the playbill within minutes.

"My headshot is the wrong photo." Same place — Profile → Headshot. Upload a new one. If a specific production is using a different headshot than your standard one, contact the production's director.

Account questions

"How do I change my email?" Email addresses cannot be changed because they are how MusiCal identifies you across companies. Contact your company admin to invite the new email; you can then deactivate the old one.

"How do I delete my data?" From Profile → Account → Delete account. Deleting removes you from all companies, archives your performer profile, and wipes uploaded files. Past productions you appeared in will still list your role and performances for historical accuracy, but your name is replaced with the role name (for example, "Maria" instead of your name).

"How do I act as my child?" If you are a parent of a young performer, your account can act as theirs. From your portal, switch to your child's view via the user menu. Anything that requires a signature (waivers, offer acceptances) is signed by you on their behalf.

When to ask a person

Some problems need a human. Reach out to: