Frequently Asked Questions

The Tim Hortons Music Program is a professionally curated background music solution designed to enhance the in-store experience for customers. The program is powered by Dynamic Media and utilizes the Soundtrack Your Brand platform to deliver high-quality, fully licensed music to Tim Hortons restaurants.

• Yes, any requests for exemption must go through a formal approval process:
  1. The RO submits a request to Design Standards through the PM (Project Manager).
  2. The request is reviewed by Design Standards, AFL, and Global Brand.
  3. The final decision is made by Design Standards.

Soundtrack music is a required element for all Welcome Image Restaurants, except for the following formats:

• Petro DT only
• DT only
• Kiosk/Retail

1. As of June 2019, all qualifying New Builds and Renovations under the Welcome Image were required to use the Soundtrack music service.
2. By April 30 2025, all restaurants playing music are expected to use Soundtrack exclusively—no generic radio or other services.

• For an existing restaurant (not renovating):
  • Visit Tim Hortons Music Program Website at https://ca.timhortons.dynamicmediamusic.com/
  • Click “Order Now” at the top of the page and complete the order process.
  • Once your order is submitted, you will receive a confirmation email. Your shipment will be processed, and you will receive tracking details when your order ships.

• For new restaurants or those undergoing renovation:
  • The required hardware is set up automatically through Schedule A.
  • To order the subscription music service, visit the Tim Hortons Music Program website at http://ca.timhortons.dynamicmediamusic.com/ and complete the online signup process. This ensures your subscription is activated and properly linked to your location.

The pricing structure is as follows:

• $149.00 USD + shipping & tax for a PlayerOne device (self-install, using existing sound system).
• $23.00 USD per month for the Soundtrack music subscription.

• For new locations and renovations using the Schedule A process:
  • Equipment will be provided by Couture Media, our Canadian AV partner.
  • The RO must still order the Soundtrack music service separately by visiting the Tim Hortons Music Program website and completing the online signup process.

• For existing locations:
  • You will order both the PlayerOne device and the Soundtrack music service from the Tim Hortons Music Program website.
  • The PlayerOne device will arrive pre-configured for your location, ready for plug-and-play installation out of the box.

• If you are an existing location requiring installation or an audio system:
  • These options will be available during the order process.
  • If you select installation, Couture Media will contact you after your order to coordinate the setup or discuss installation details for your facility.

Once your order is placed:

1. You will receive an order confirmation immediately after completing your purchase on the website.
2. A shipping confirmation email will be sent with a UPS tracking number once your shipment has been configured.
3. All shipments are sent via UPS Worldwide Expedited or UPS Worldwide Saver Service.

What this means for you:

• The shipping fees calculated at the time of order include all customs clearance fees, brokerage fees, and duties, ensuring that no additional payment is required upon delivery.
• Delivery will take between 1 to 5 business days, depending on your location.
• All orders are shipped from Dynamic Media’s warehouse in southeastern Michigan.

Use the UPS tracking number provided in your shipping confirmation email.

Tracking Information:

• In addition to receiving tracking details from the Dynamic Media Store, UPS will also send tracking and shipping update emails directly to the shipping contact listed on the order.
• Important: The person you enter as the shipping contact will be the one receiving these UPS notifications, so please ensure that you enter the correct contact information for the person responsible for receiving the shipment.

If direct tracking via UPS does not work, contact THsupport@dm-us.com for assistance.

All billing is in USD.

• Subscription and billing begin when the PlayerOne device is delivered to your location.

• Charges will be processed based on the billing cycle you selected (monthly or annual) at the time of ordering.

• You may cancel your subscription with 30 days’ notice.

Your PlayerOne device has been pre-configured for your location and should take less than five minutes to set up. The player is designed to automatically connect to your Wi-Fi network, making installation quick and seamless.

Setup Instructions:

1. Unbox the PlayerOne device and locate the power adapter and audio cable.
2. Connect the PlayerOne to your restaurant’s audio system and power outlet.
3. Turn it on—the system will automatically connect to the internet and begin playing music.

Watch the full setup guide here:
How to Set Up Your PlayerOne Music Player​

The PlayerOne device has been pre-configured to automatically connect to the Guest Wi-Fi network in your facility. In most cases, no additional setup is required.
• Preferred setup: The device will automatically connect to your Guest Wi-Fi upon powering on.
• If no Guest Wi-Fi is available (which should be rare), the device must be connected via a network cable to ensure a stable internet connection.
• If installation support is needed, professional assistance is available for an additional fee during the order process.

Most restaurants can self-install in under 15 minutes using the guide provided. If professional installation is required, this will be arranged during the ordering process.

The Soundtrack Enterprise Remote App allows you to control your PlayerOne device remotely using an iOS (Apple) device, such as an iPhone, iPad, or iPod.

• With the app, you can:
  • Change music – Select different playlists to match the atmosphere.
  • Pause, skip, or block songs – Manage the music experience in real time.
  • Adjust the volume – Increase or decrease the sound levels directly from your phone.
  • Manage multiple locations – If you have more than one restaurant, you can control all players from the app.

1. Download the App – Go to the App Store and search for “Soundtrack Enterprise Remote”.
2. Install and Open the app on your Apple device.
3. Enter Your Remote Pairing Code – This was emailed to you in your “How to Set Up Your Player in Under Five Minutes” email.
4. Tap “Add Player” and select your Tim Hortons location.

Watch the full setup guide here:
Using the Soundtrack Enterprise Remote App​

Once connected, you will have full remote control of your music directly from your phone!

All billing is in USD.

• Subscription and billing begin when the PlayerOne device is delivered to your location.

• Charges will be processed based on the billing cycle you selected (monthly or annual) at the time of ordering.

• You may cancel your subscription with 30 days’ notice.

• The PlayerOne Music Player has a local music cache and will continue playing for up to 30 days offline.
• However, remote functions (pause, skip, volume control) will not work until the connection is restored.

To verify that your PlayerOne device is online and functioning properly, check the display screen on the front of the device:

• If the display shows “PLAY” – The player is online and working properly.
• If you see an error code such as E01 or E02 – The player may be temporarily offline. Wait a few minutes and check again.
• If the issue persists, try the following:
  1. Unplug the player for 15 seconds and then plug it back in.
  2. The player should automatically reconnect to the network.

Additionally, check the screen to ensure that the Wi-Fi indication is lit up, confirming that the device is properly connected to your network.

No. Only Tim Hortons-approved playlists can be used to ensure full music licensing compliance.

1. Open the Soundtrack Enterprise Remote App.
2. Tap the three vertical dots next to the current track.
3. Select “Change Music” and choose a new playlist.

4. Watch the short video to learn how to use the remote app.
   Using the Soundtrack Enterprise Remote App​
   ​

For assistance, contact THsupport@dm-us.com.

You can also access online support resources, including troubleshooting guides and FAQs, by visiting:
Tim Hortons Music Program Support

You will receive an invitation to the Dynamic Media Portal shortly after placing your order.

1. Your portal invitation email will include login credentials and a temporary password.
2. Log into the portal at portal.dynamicmediamusic.com and set up your account.

From the portal, you can:

• Manage your locations
• Update billing details
• Download invoices
• Administer your account settings

If you have any questions or need assistance, please email THsupport@dm-us.com