Hi, we do have an account with same issue here.
My daughter does receive the image related to a sound, but no sound does play.
she tried with an ipad and on her computer.
my son, who is on another computer, does not have issue.
so to resume :
its not platform related as it happens on ios and pc at same time
its not network related as my son, who is in the same network/router, works well
can it be account related ?
what is weird is that if i asked her to open her master sound page, the popup telling : you need to download a client was there, even if the client was running at same time.
its like a kind of desync in the account between the master and the client