Support
Help with VisualGIG.
Most questions are answered below. If yours is not, write to us — a person reads every message.
Contact
Email support@visualgig.app. We answer within two business days. If you are writing about a problem, include your iPhone model, your iOS version, the VisualGIG version from Settings, and what you were doing when it happened.
Show tonight? Put “urgent” in the subject line and tell us your set time.
Requirements
- iPhone running iOS 17 or later
- Apple Watch companion app, optional, paired to the same iPhone
- Audio files in WAV or MP3
Audio
Which formats can I import?
WAV and MP3. Import from Files, iCloud Drive or AirDrop. Other formats — AAC, M4A, FLAC, AIFF — need converting first.
Where do my files live?
Imported audio is copied into the app on your device. The original stays where it was. Deleting the original later does not affect the pad, and playback never needs a network connection.
A pad plays nothing
Check the ring/silent switch and the volume, then confirm the file previews correctly in Edit mode. If the file was imported from iCloud Drive while it was still downloading, re-import it once the file shows as downloaded in Files.
Can I use Bluetooth speakers or an interface?
VisualGIG plays through whatever output iOS is using. For a show, a wired interface or a cable to the desk is more reliable than Bluetooth, which adds latency and can drop mid-set.
Sets and pads
How do I move a set to another device?
Export it as a .vgset file and open that file on the other device. Sets carry their pads, labels, colours and audio.
Can I rename or recolour a pad during a show?
Not in Live mode — that is the point of it. Leave Live mode with the hold gesture, edit, then arm again.
How many pads can a set hold?
The grid is sized to your show, not to a fixed limit. Practical limits come from device storage, since every file is stored locally.
Live mode
I am stuck in Live mode
That is by design. Press and hold the exit control until the fill completes. A tap will not do it, so a stray touch cannot break the show.
What does the sage frame mean?
The green frame and the LIVE indicator mean the set is armed: editing is locked, targets are larger, and one large STOP is isolated from the pads.
Apple Watch
The Watch app controls the set that is running on the iPhone, so the phone can stay on a stand. If the Watch shows nothing, confirm both devices are paired and that VisualGIG is open on the iPhone.
Backups and data
Sets and imported audio are stored in the app on your device and are included in your iPhone backup. Deleting the app deletes them. Before you delete or replace a device, export the sets you care about as .vgset files. See the privacy policy for what leaves the device — nothing.
Bugs and requests
Send both to support@visualgig.app. Reproduction steps help more than anything else: what you tapped, what you expected, what happened instead.