Help

Before writing to ask for help, please check these resources to see if your question is already answered:

  1. Check the FAQ page to see if your question is answered there.
  2. Check the Forum to see if your question is answered there.
  3. Check the Release Notes page to see if the problem has already been fixed in an upcoming release.
  4. For problems with the website, try performing the same task in a different browser (e.g., Safari, Firefox, Internet Explorer) to see if it works differently. If you do find a discrepancy, please let us know.

Note: For problems with the app, please do not delete and reinstall your app unless instructed to. This rarely solves the problem and will reset some of your data unnecessarily.

Requesting help

If the steps above don't resolve your problem, please follow these steps to request help:

  • Click here to open a new help desk ticket.
  • Include specific examples in your message. Tell me the names of the songs or shows you are viewing, or if some data isn't syncing between two devices, tell me what that data is. Instead of saying, "None of the lyrics open," tell me the name of a specific song whose lyrics don't open.
  • Avoid vague language like "I can't ___" or "___ doesn't work." Instead, describe exactly what steps you are taking and what the problem looks like. You can review these guidelines for writing an effective help request.
  • Please write in English if you can. If you write in another language, I'll run it through Google Translate and then respond in English.
  • If you have more than one issue to ask about, send a separate message for each issue rather than combining them all into one message. This makes it easier to address all of your issues.
  • Submit the ticket and look for an email confirmation in your mailbox. If you don't receive this within a few moments, check your Spam or Junk Mail folder to make sure you are receiving mail from my server.
  • If you find a solution before I respond to your ticket, please update the ticket so I don't spend time on a problem that has already been solved.

Sending a screen shot

I might ask you to send me a screen shot to help see problem. Here's how to do that:

iOS

  1. Hold down the power button on the top of your device, then press the home button while holding it down. The screen will flash.
  2. Open the help desk ticket requesting the screen shot.
  3. Tap the Choose File button under Add a File, then select Photo Library.
  4. Browse your camera roll and select the screen shot you just made.
  5. Add a message to the ticket if needed, and submit it.

Android

  1. Press the power and volume down buttons at the same time, and hold them for a second. The screen will flash.
  2. Open the help desk ticket requesting the screen shot.
  3. Tap the Choose File button under Add a File, then select Documents.
  4. Tap Images, then Screenshots, and select the screen shot you just made.
  5. Add a message to the ticket if needed, and submit it.

Sending a crash log

I might ask you to send me a crash log to help troubleshoot a problem. Here's how to do that:

iOS

Here's an illustrated tutorial, or you can follow these steps:

  1. Open the Settings app.
  2. Navigate to Privacy > Diagnostics & Usage and turn on Share With App Developers.
  3. Launch BandHelper and repeat whatever action triggers the crash.
  4. Return to the Settings app.
  5. Navigate to to Privacy > Diagnostics & Usage > Diagnostics & Usage Data and select the latest crash log starting with "BandHelper."
  6. Select the crash log text and copy it.
  7. Reply to the help desk ticket requesting the log and paste the log text into the message field.

Android

  1. Launch the app and repeat whatever action triggers the crash.
  2. When the alert appears telling you that the app has crashed, tap the Report button.
  3. Enter your name into the description field so I can match your crash log with your email messages.
  4. Reply to the help desk ticket requesting the log to let me know you have submitted it.