A custom ringtone is missing or not playing: what to check

Missing from Ringy

Check the exact title and version on its share page. Try the title rather than a general search such as “remix.” A saved share link can outlive a catalogue entry. If that version is unavailable, keep the link and contact support; choosing a similarly named tone may give you a different remix.

Saved in the app, absent from Settings

Complete the ringtone export flow. An editor project or local library save is not proof that the OS installed a ringtone. Look for an export-completion message, then check the name you used. If the system’s direct action is missing, follow the compatibility guide rather than paying again.

Selected but silent

Test a built-in tone in the same setting. Check ringtone volume, sound mode, Focus or Do Not Disturb, and whether the number is blocked. If only one caller is affected, inspect that contact’s override. If only an internet-calling app is affected, inspect that app’s own call settings.

For Android, keep the custom source file in place during testing. If you recently moved or removed it, reselect an available copy. For any platform, listen to the actual excerpt: silence at the beginning may make a working ringtone appear delayed.

Make a useful support report

Include the share URL, phone model, OS and Ringy versions, and the last successful step. Say whether the issue affects previews, normal calls, texts or alarms. A screenshot of the error can help, but avoid including account credentials, private contacts or payment details.

Do not delete the app as a first troubleshooting step if it holds your only copy of created audio. Keep your source recordings and exports backed up using a method you control.

Related guides

• Why is Use as Ringtone missing?
• Fix Ringy import and ringtone export problems
• Open the right Ringy ringtone from a share link