Help

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

  1. Use the search button at the top of this page; that searches our FAQ page, tutorials and release notes.
  2. Check our User Forum to see if your question is answered there.
  3. For problems with the website, try performing the same task in a different browser (e.g., Safari, Firefox, Edge) to see if it works differently. If you do find a discrepancy, please let us know.
  4. For problems with the app, please do not delete and reinstall your app unless instructed to. This rarely solves the problem and sometimes introduces new problems.

Jump to section: Requesting Help | Sending a Screen Shot | Sending a Crash Log

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 us the names of the songs or shows you are viewing, or if some data isn't syncing between two devices, tell us what that data is. Instead of saying, "None of the lyrics open," tell us 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, we'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 our server.
  • The submission confirmation page and the confirmation email will include a ticket ID. Please open the app, click the Help button in the top toolbar, click Send Troubleshooting Info, enter that ticket ID and wait until you see a submission confirmation. This will send us a copy of your app settings so we can look for the source of the problem.
  • If the problem is something we can see, you can also click the Help button in the top toolbar, click Send Screen Shot, enter the ticket ID and wait until you see a submission confirmation. The Send Screen Shot function will run after a five second countdown, to give you time to open a popup window if needed.
  • If you find a solution before we respond to your ticket, please update the ticket so we don't spend time on a problem that has already been solved.

Sending a screen shot

We might ask you to send a screen shot to help see the problem. In most cases, you can use the Help > Send Screen Shot function in the app. If that's not working, or you need to send a screen shot of the website, 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.

Website (macOS)

  1. Press Command-Shift-4 on your keyboard. The cursor will change to an area selection indicator. Then press the spacebar to change that to a window selection indicator. Click the window you want to show. The screen shot will be saved to your desktop.
  2. Open the help desk ticket requesting the screen shot.
  3. Tap the Choose File button under Add a File, then select the screen shot you just made.
  4. Add a message to the ticket if needed, and submit it.

Website (Windows)

  1. Click the window you want to show, then press Windows-Alt-PrintScreen on your keyboard. The screen shot will be saved to your Videos/Captures folder.
  2. Open the help desk ticket requesting the screen shot.
  3. Tap the Choose File button under Add a File, then select the screen shot you just made.
  4. Add a message to the ticket if needed, and submit it.

Sending a crash log

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

iOS

These instructions might be slightly different on different iOS versions.

  1. Open the Settings app.
  2. Navigate to Privacy > Analytics & Improvements 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 > Analytics & Improvements > Analytics Data and select the latest crash log starting with "BandHelper."
  6. Select the crash log text and copy it. It's important to select all the text even though iOS doesn't include a Select All function here.
  7. Reply to the help desk ticket requesting the log and paste the log text into the message field.

macOS

If your Mac shows the crash log in a popup window after a crash, you can copy that and paste it into a help desk ticket. Otherwise…

  1. Open the Applications > Utilities > Console app.
  2. Select Crash Reports in the left sidebar.
  3. Select the latest crash log starting with "BandHelper."
  4. Select the crash log text and copy it. It's important to select all the text.
  5. 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. If Android gives you a description field, enter your help desk ticket number.
  4. Reply to the help desk ticket requesting the log to let me know you have submitted it.