faq

Global Player is compatible with the latest version of all commonly used browsers:

• Safari
• Google Chrome
• Mozilla Firefox
• Microsoft Edge

We recognise you may choose to use another browser, however, we cannot guarantee a problem-free experience.

Great news, Global Player doesn’t require any software to use. Simply visit globalplayer.com to create an account or log in with your account to start enjoying our free service.

Please check you have the latest version of your browser and that you are logged into your Global Player account.

If this doesn’t work, please contact Customer Support with the following details:

• The error message you are experiencing
• The browser you are using and the version
• The device you are trying to listen on
• The email address you have used to create a Global Player account

Buffering is caused by your internet connection cutting out and reconnecting.

The quality of the audio you are listening to will depend on the internet package you are subscribed to. Please contact your internet service provider if the buffering continues.

Try this:

• Sit within a close distance to your WiFi router or try a wired internet connection
• Disconnect other devices using the same internet connection

You can listen to Global Player on desktop in all countries except the following, where 3rd party login services are not available due to restrictions:

• Crimea Region / Sevastopol
• the so-called Donetsk People’s Republic (DNR) / Luhansk People’s Republic (LNR)
• Cuba
• Iran
• North Korea
• Syria

Please visit the website of the relevant Global brand and select your region from the ‘Change Station’ icon at the top of the homepage. Regional stations are only available on:

• capitalfm.com
• heart.co.uk
• smoothradio.com

To create a Global Player account:

1. Download the free Global Player app onto your device and launch it from your home screen.
2. Follow the onboarding process until you’re asked to create an account.
3. Enter the details required and create a secure password.
4. Tap ‘Create Account’ and your account will be created.
5. You can then select your favourite radio stations.
6. Your Global Player account allows you to sign in and enjoy any of Global’s radio brands and entertainment products.

Digital broadcasters and app providers collect your data when you create an account in order to meet regulatory requirements, personalise your user experience to bring you more content you’ll love, and serve appropriate adverts. This allows us to give you access to Global Player wherever you go, all for free!

Want to know how Global Player uses your data? Click here for our data guide, or view Global’s full privacy policy here.

To reset your Global Player password:

Please note that you cannot reset or change your password if you are using a social media account.

1. Launch the Global Player app on your device.
2. If you are not on the sign-in page, select the ‘settings’ cog.
3. Select ‘sign in’. You will be directed to the sign in page.
4. Once you are on the sign-in page, select ‘sign in with email’.
5. Tap ‘Forgotten Password?’
6. Enter the email address you used to create an account and tap ‘Submit’.
7. An email will be sent to your email address with a link to reset your password.
8. Please check your spam folders for this email. This link is available to use for one hour. After this time you will need to request another link.

You can also reset your Global Player password online via: globalplayer.com/settings. Just follow the same steps above.

Open Phone Settings, and then tap Apps. Select Global Player, and then tap Battery. Choose the following option.

Unrestricted: The app will be permitted to run in the background without any restrictions. This may increase battery usage, but the app will continue running and allow you to listen uninterrupted.

You’ll also see Optimized and Restricted, but these options will not always allow the app to play music in the background uninterrupted.

Yes, there is an option on Global Player to set a sleep timer to a maximum of 120 minutes.

Select the ‘settings’ icon and scroll to locate ‘sleep timer’. Select the duration you want then tap ‘start’. You can then return to use the app as normal.

Select ‘Podcasts’ at the bottom of the app home screen. You can use the search function to locate your favourite podcast or scroll through all the options. Once located, select the podcast and tap ‘subscribe’.

Once subscribed, your favourite podcasts will appear in ‘My Library’. You can then download specific episodes from the podcast. If this is not showing, make sure you toggle between ‘Radio’ and ‘Podcasts’ at the top of the screen.

If you are using the Global Player app:

From the home page, scroll to the top and select ‘Schedules and Catch Up’ from the ‘My Favourite Live Radio’ section.

If you are using a branded app (Heart, Capital, Capital XTRA, Capital Dance, Classic FM, LBC, Radio X, Smooth, Gold).

Tap the ‘Catch Up’ icon at the bottom of the screen.

Then follow the instructions below:

1. Select the station you’re looking for
2. Select the date, then scroll to find the show you’re looking for
3. Tap the show, and the next screen allows to you listen, download and subscribe to that show
4. To access your downloads, tap on the ‘My Library’ icon at the top right corner of the screen, in the navigation bar
5. Select ‘Radio’ at the top of the screen. Shows you are subscribed to appear here
6. Shows are available for seven days.

Global’s radio shows are available on Catch Up for seven days after broadcast.

Yes, just tap the ‘settings’ icon at the top right of the screen, scroll to ‘Catch Up settings’ and then toggle WiFi on or off.

Please be aware that additional data charges may apply when using your mobile data.

You can change which station you are listening to on most of our radio brands.

1. Select the Settings cog at the top of the page in the navigation bar.
2. In the ‘Station Settings’ section, choose the station you wish to make changes to.
3. If local station selection is available, tap ‘Change Station’ and find your local station on the list. If ‘Change Station’ is not shown, then you cannot select a local station.
4. Tap on your local station and enjoy!

The required software version changes as we keep improving the app.

View the latest version required:

• Click here for iOS
• Click here for Android

This depends how you are using the app. Data usage can vary, for example, if you are downloading, streaming or listening to HD audio.

Check the Google Play store for details on the permissions required. You will usually receive this information when you install the app.

Live Radio
To listen to one of our live radio stations simply say
“Alexa, play [Station Name]”

Catch Up Shows
Missed your favourite show and want to listen back? You can ask Alexa to play the last 7 days of shows
“Alexa, ask Global Player to play [show name] from yesterday”
“Alexa, ask Global Player to play [show name] from Tuesday”

Podcasts
You can find thousands of podcasts on Global Player – from our fascinating Global Originals including The News Agents and My Therapist Ghosted Me, to worldwide smashes like Spencer & Vogue, Dirty John, The Daily and loads more!
“Alexa, ask Global Player to play [show name]”

Want to listen to your favourite Global radio presenter’s podcast instead of their entire show on catch-up? Simply add the word ’podcast’ to your request.
“Alexa, ask Global Player to play [show name] podcast”

You can now use Global Player to discover new podcasts tailored to your listening habits.
“Alexa,, ask Global Player to recommend a podcast”

Playlists
Access a variety of live playlists to suit your mood. From latest chart releases and gym workouts to focus and relaxation – there is a playlist here for you.
“Alexa, ask Global Player to play Hottest Hits”

Not sure what to listen to?
“Alexa,, ask Global Player to recommend me a playlist”

Send a Comment
You can send a comment to the UK’s best loved stations straight from your Alexa device. Keep listening to the station to hear if your comment is read out by your favourite presenter!
“Alexa, send a comment to [station name]”

HD Radio
Want the best quality sound when listening to our live radio stations?
“Alexa, ask Global Player to turn on HD radio”

After turning HD Radio on, the next time you listen to a Global station it will be in HD. If you no longer want to listen in HD you can ask your Alexa to turn it off by saying:
“Alexa, ask Global Player to turn off HD radio”

Multiroom support

Multi-room support allows you to listen to Global Player across all your Alexa devices (create your groups using the Alexa app).

“Alexa, play [station name] everywhere”
Alexa, play Heart on Global Player in the kitchen””

Linking your account is a quick one-time set up and will allow you to enjoy the full potential of Global Player on Alexa.

You do not need to link your accounts to listen to our live radio stations. However, to access other features such as podcasts, catch up shows, playlists, sending a comment to our stations, recommendations and HD radio you will need to have linked your accounts. Linking your account will allow you to continue listening to shows across platforms and means we can serve you more accurate recommendations.

To link your Alexa account, you will need to have a Global Player account. If you don’t have one follow the steps in the section above titled: How do I create a global player account?

Linking via the Global Player app

Head to the settings page on your Global Player app and click ‘Link with Alexa.’ If your accounts are already linked this will show here and you do not need to do anything else.

You will then be taken to the Alexa page, where you can view the commands that you will be able to say to your Alexa once you have linked. From here click, ‘LINK NOW.’

If you have the Alexa app installed and are logged in, you will be taken to the Alexa app and will need to press, ‘LINK’.

If you do not have the Alexa app installed, you will be taken to an Amazon web page where you will need to enter your Amazon credentials. Make sure you are entering the details of the Amazon account that you used to set up the Alexa device.

After this you will be taken back to GlobalPlayer.com. Here you have another chance to view the Alexa commands you can use. To return to the Global Player app press, ‘TAKE ME HOME’

Linking via the Alexa app

To get started ask your Alexa,

“Alexa, ask Global Player to link my account”

Alexa will then send you a notification which will either appear as a notification on your phone, or as a card in your Alexa app depending on your settings.

Clicking on this link will take you to GlobalPlayer.com. Here you will see a page detailing the Alexa commands that you can use once you have linked your account. From here, press ‘LINK NOW.’

You will then be taken to the sign in page. Here you need to enter your Global Player credentials or register for a free account.

After successfully signing in your accounts will be linked.

Linking via the QR Code

If you have an Alexa device with a screen and your accounts are unlinked, you will see a QR code on the station logo.

If you scan this QR code with your mobile device, you will be taken to the settings page on the Global Player mobile app, where you can press, ‘Link with Alexa.’ From here follow the steps in the ‘Linking via the Global Player app’ section.

If you do not have the Global Player app you will first need to download it.

Amazon

• Live radio – Global’s radio brands
• Podcasts
• Catch up shows – 7 days of shows
• Playlists – Global’s curated playlists
• Recommendations
• Send a comment to the studio
• HD Radio

Sonos

• Live radio – Global’s radio brands
• Playlists – Global’s curated playlists

Google

• Live radio – Global’s radio brands
• Homepod and Siri
• Live radio – Global’s radio brands

Currently, you can only connect to Chromecast with live radio. This means you can listen to Global’s radio brands live, but you can’t use Chromecast to listen to our podcasts or Catch Up services.

iOS

There are two ways to connect your device to Chromecast:

1. via the Global Player app

• You will see a Chromecast icon in the top right corner when listening to live radio
• When clicking on the Chromecast icon, you will be asked to connect to your network – to connect, click ‘allow’
• You will only see the Chromecast icon in the Global Player app if you have a connecting device

2. via ‘settings’ on your device

• Head to ‘settings’, followed by ‘privacy, then ‘local network’. Select ‘turn on for Global Player’

Troubleshooting Tip

If the Chromecast icon isn’t appearing in the app, you may have accidentally selected ‘don’t allow’ when the permissions prompt first appeared. Don’t worry, you can connect using the ‘settings’ section of your device – just follow the steps in point two.

Android

• You will see a Chromecast icon in the top right corner when listening to live radio
• You will be asked to connect to Chromecast

Simply say, “Hey Google Play, (name of Global radio brand).”

To listen to Global Player on Sonos, download the Sonos app and enable Global Player to access ‘live radio’ and ‘playlists’.

Simply say, “Hey Siri, play (name of Global radio brand).”

If you have CarPlay in your car and you are connected, select the ‘Global Player’ icon to tune into Global’s radio brands live.

If you have Android Auto in your car and you are connected, select the ‘Global Player’ icon to tune into Global’s radio brands live.