All help

Contact support

Account & settings · Ask the Pulse team a question, report a problem or suggest an idea – and follow the answers under My support requests.

What it's for

When something doesn't work, or you can't find how to do something, write to the Pulse team. Your request goes straight to the people who run Pulse, together with your account and the band it's about, and the answers arrive in Pulse and by email.

When to use it

  • Something in Pulse looks broken or shows an error.
  • You can't find how to do something, even after searching Help.
  • You have an idea that would make Pulse better for your band.

How to

Send a request

  1. Open Help and select Contact support. You also find Contact support at the bottom of every help card, and under Support in the account menu (top right).
  2. Fill in Subject and choose the Type: Question, Problem or Feature request.
  3. Check the Band – it's the band you were last in. Choose Not about a band if it's only about your account.
  4. Describe it in Message: what you did, what happened and what you expected.
  5. Select Send request.

Result: The request opens with the status Waiting for support. Your account and the chosen band are sent with it, so you don't have to explain who you are.

Read answers and reply

  1. When the Pulse team replies, you get a notification and an email.
  2. Open the account menu and select Support to see My support requests with their status.
  3. Open a request to read the conversation. Write your answer under Reply and select Send reply.

Result: Answered means the Pulse team is waiting for you. When a request is Closed you get a notification too – if you still need help, just reply and it opens again.

Close or reopen a request

  1. Open the request from My support requests.
  2. When your problem is solved, select Mark as solved in Details and confirm.
  3. Need help again? Select Reopen – or simply reply.

Result: The Pulse team sees that you closed the request yourself. Details also shows what the current status means for you.

Permissions and limits

  • Only you see your requests and the answers – your bandmates and band admins don't.
  • The Pulse team sees your account (name, email, language), the band you chose and the page you sent the request from.
  • You can send up to 5 new requests per hour. To add details, reply to an open request instead.
  • Replies from the Pulse team always reach you in Pulse and by email, whatever your notification settings.

Examples

Something looks broken

Choose Problem, write the steps that lead to it and which page it was on. If it's about one event or song, name it – the Pulse team can then look at exactly that.

You have an idea

Choose Feature request and explain what you want to achieve, not only the button you'd like to have. That helps the team find the best way to do it.

Common mistakes

  • Opening a new request for the same issue – reply to the open one instead, so the whole story stays in one place.
  • Sending passwords or sign-in codes – the Pulse team never needs them.

Troubleshooting

"You've sent several requests in a short time" is shown.
You can send up to 5 new requests per hour. Wait a while, or add your message to one of your open requests.
I didn't get an email about the reply.
Look in your spam folder and check the email address of your account in Sign-in & security. The reply is always in Pulse too, under My support requests.