Highrise has separate volume sliders for sound effects, music, video, and voice chat, so one of them may be turned down. Go to Settings, then Sound, and check each slider, or tap Restore Default Values to reset them all.
This article covers app sound. If you can't hear a Room's music or radio, see Why can't I hear music in a Room?.
Where are the sound settings?
Open Settings and tap Sound (under App Settings). You'll find:
Voice Chat: User Volume in Calls and User Volume in Rooms control how loud other players' voices are.
Music and Sound Effects: Sound Effects, Music Volume, and Video Volume.
Restore Default Values sets every slider back to its default.
What should I check on my device?
Turn up your device's media volume while Highrise is open.
Check that the device isn't muted or in a silent or focus mode that silences app audio.
If you use Bluetooth headphones or a speaker, disconnect them and try the device speaker, or reconnect them.
Close any other app that's playing audio or using the microphone, such as a call or music app.
Close Highrise fully and reopen it.
Sound cuts out or sounds distorted. What can I try?
Close Highrise fully and reopen it. If it keeps happening, restart your device, which can clear audio problems left over from other apps.
I can't hear other players, or they can't hear me. Is that a sound problem?
If you can't hear anyone, check User Volume in Calls and User Volume in Rooms first. For problems with your own microphone or with voice chat in Rooms, see How do Voice chat and calls work?. Some voice features also depend on age verification: see Which features are limited by age, and why can't I use voice?.
Is it a known bug?
Check the Public Issue Tracker at https://highrise.game/issues. If the problem keeps happening, send a Bug Report from Support Center with your device model, app version, and where in the app the sound is missing. See How do I report a bug in Highrise?