Welcome to Songmaster’s Support Center. If you are are a customer or member, and you are experiencing issues while using our service, the most common causes are discussed below in our Frequently Asked Questions.
If you are visiting the site and considering a membership, you can learn more by visiting informational pages, such as:
Frequently Asked Questions
Please skim through the FAQs below. If you do not find a solution, information is provided within each topic area, so that we may provide further assistance.
The business hours at Songmaster Studios Education LLC are Monday through Friday (closed U.S. national holidays) from 8:00 a.m. – 5:00 p.m. Central Standard Time. Please keep that in mind if you should submit an email or other form for assistance. We know, we know…”The Waiting is the Hardest Part.” And the last thing we want is to ruin the Zen of Songmaster.com for any of one of our fellow musicians!
Frequently Asked Questions
- I’m having trouble logging into my account.
First, use the Forgot Username / Forgot Password links on the Login page. You can find the link to sign in on most every page of the website on the upper right. Upon entering valid information, you will receive an email to help you access your account. Please allow a few minutes for Internet air traffic control to send the email. Also note, if you get an “Invalid” alert or if you do not receive an email, be certain you are using the email address used to create your account.
- I registered and paid, but I cannot access the videos in my Lesson Library.
Be sure your payment has cleared. If using Amazon, PayPal or a credit card, you must have a balance or a valid card associated in an account like Amazon.
Even then, sometimes there still may be delays. Such is life on the Internet.
Our system, in coordination with the credit card companies, Amazon and PayPal, typically alert you if there is a problem while you register. If you continue having problems with one form of payment, try clearing it and using a different credit card or form of payment.
- The videos are not playing, or they are starting or stopping.
Your lessons are delivered by streaming video. This requires WiFi access or it will draw from your data plan with your cellular provider. (Please note: Using cellular service for streaming from any website can incur charges by your carrier. WiFi is more economical.) If the videos are slow to load or stopping and starting, check your WiFi connection. Also, during peak periods and unrelated to our hosting center’s on-demand capabilities to host our customers, some Internet providers may hinder performance due to their own limitations.
The above are the leading cause of issues with playback and streaming.
- How do I cancel my membership?
Please, please, please do not go…” But if you wish to cancel your membership, simply log into your account, and unclick the recurring payment box. Your access and charges to your account on file will stop at the end of the month. If you are an annual subscriber, access and charges will stop at the end of your 12-month period.
How easy is that?
- I’m experiencing problems not answered here (and they have to do with Songmaster, not my personal baggage, like in-laws or kids).
Please email support at songmaster dot com. Describe your issue. Include a screenshot if you think that will help. Include your name and the username/email address associated with your account. You also may include a telephone number. Note that for security purposes, where it concerns billing issues and other personally identifiable information, never send your credit card or other sensitive information via email, until you receive a reply contact from someone at Songmaster and/or using a songmaster-dot-com email address.
Our Support folks may elect to call you, if the problem is really painful, incredibly interesting and/or it’s clear that Songmaster deserves a good tongue lashing. We hope that is never, ever the case…