Contact Us

If ye be needin' technical support or be havin' an issue, Arrr!, please fill out th' followin' field t' ensure th' best service from th' OnSong support crew.

Email Address

Yer email address be automatically populated here with yer account information, matey. Th' first time ye submit a support request, ye'll be prompted t' add OnSong Support t' yer contacts. This be ensurin' our email response ain't blocked, savvy? Ye can learn more about how ye can receive responses from OnSong.

Full Name

Yer full name be entered from yer signed-in account so that we can be more personal when we be communicatin' with ye, me hearty.

Subject

Enter a brief description (50 characters or less) o' th' problem so we can direct th' issue t' th' best support agent, ye scallywag.

Steps t' Replicate

This part be important, Blimey! Type in th' issue ye be havin' followed by specific steps ye take that demonstrate th' issue. Express what ye desire t' happen in contrast t' what be happenin'. Provide details, but also remain brief as long responses can sometimes slow down our response rate, savvy?

Generally speakin', if we can understand yer issue and how t' replicate th' issue, we can provide more targeted and immediate support, matey. Take advantage o' th' ability t' record yer screen or upload screenshots so we can better understand th' issue ye be havin'. Most delays in receivin' support be caused by goin' back and forth t' understand th' issue so please be sure t' take time t' capture that information, Arrr!

Files

Here ye can choose files t' upload, take a picture with yer camera, or record th' screen t' send t' our support crew. Ye can even attach more than one file, savvy?

We highly recommend that ye include a screen recordin', screenshot, or some other asset so we can be sure t' replicate th' issue ye be havin'. This reduces th' back-and-forth communication and helps us sail towards resolvin' yer issue as quickly as possible. Because o' this, we now prompt ye t' make sure ye want t' submit without files, me hearty.

Files start uploadin' as soon as ye add 'em. Each file reads "Uploadin'…" with its progress until it finishes, then shows its size. Uploads keep goin' in th' background, even if ye close this screen. If th' app be force quit, uploads resume when ye come back, Arrr!

Song/Set/Book

OnSong will automatically attach yer current set or book as well as th' song ye were viewin' at th' time ye accessed this screen, matey. Ye can customize th' set or book as well as th' songs that be selected by tappin' in this field.

Premium Support

Fillin' out this form be a great way t' get placed in our support queue for standard service, savvy? Requests be handled in th' order they be received. If ye opt for th' Fast Track service, yer request be placed at th' top o' our list t' be addressed with priority and before any other request, Blimey!

Send

When ye be all done, th' Send button will illuminate. This will send yer library t' us with yer diagnostic information, me hearty. This combined with th' information provided in this form will help us replicate th' issue and either provide valuable advice, or issue a report t' be addressed by our developers, Arrr!

If this be th' first time ye're contactin' support, ye'll be prompted t' add OnSong Support as a contact. This will ensure that our responses ain't flagged as junk mail, savvy? If ye permit, we will add that contact automatically or ye can learn more.

If ye close this screen with th' close button in th' upper-left corner after typpin' a request or addin' files, an Unsaved Changes prompt asks whether t' keep it, matey. Tap Keep t' save th' request and its uploaded files so ye can finish it later, even after th' app restarts. Tap Discard t' delete th' request and its uploaded files, ye scallywag.

Crash Logs

If ye be experiencin' a crash condition, it be useful for OnSong t' receive crash logs t' resolve th' issue that may be hard t' diagnose, Avast! These ain't able t' be sent via th' diagnostics step due t' security restrictions in iOS. Please follow these steps t' send yer crash logs t' OnSong, me hearty.

Yer email address and name be saved with yer OnSong account if not provided previously, Arrr!