If the help center and your choir administrator cannot resolve the issue, email support@choirmate.com.
Tip
Write from the email address registered with your ChoirMate account whenever possible. It helps support identify the correct account without asking for avoidable follow-up information.
Check with the choir first
The choir's owner and administrators control invitations, membership, roles, voice parts, permissions, and access to the choir's songs, files, events, and messages.
Contact a choir administrator first when:
- you need a current invitation link or code
- the choir or some of its content is missing from your account
- your voice part, role, status, or profile details inside the choir are wrong
- another member can see content that you cannot
- a choir setting or permission needs to change
If the administrator confirms that the choir setup is correct, include that information in the support request.
Contact ChoirMate support
Support can help with account access and verification, persistent errors, crashes, synchronization problems, unexpected product behavior, and subscription or billing questions.
Use the support action shown in ChoirMate when one is available. Depending on the current support setup, it opens the help center or support chat. When chat opens, ChoirMate can attach your account ID, app version, build number, and device or browser details automatically.
If the app will not open, or the support action is unavailable, send email directly to support@choirmate.com.
Include useful evidence
Describe:
- what you expected to happen and what happened instead
- the exact action immediately before the problem
- whether it affects the mobile app, ChoirMate on the web, or both
- when it started and whether it happens every time
- the choir name and the name of the relevant song, event, message, member, or file
- the exact error message
- the device, operating-system, app, and browser versions where relevant
- the troubleshooting steps you already tried
Attach a screenshot or short screen recording when it helps. For a billing question, include the transaction or receipt reference and the billing email, but do not send full payment-card details.
Keep sensitive information safe
Never send your password, a login verification code, full payment-card number, or security code. Support does not need them.
An active choir invitation should also remain private. Share it with support only when the invitation itself is the subject of the request.
Follow the same email thread
Reply in the existing conversation if support asks for more information. Keeping the details together makes the investigation easier. Response time depends on the issue and the information required, so a complete first message is usually the fastest route to a useful answer.