Support
1. Support channel
The official support channel is support@musicarcademy.com. We currently provide email support only.
2. What support covers
- account access and authentication;
- account deletion;
- gameplay defects;
- progress and entitlement issues;
- MIDI connection guidance;
- subscription and billing questions;
- cancellation;
- refund and withdrawal requests;
- privacy requests;
- accessibility issues;
- security reports;
- invalid leaderboard or abuse reports.
3. Response target
We aim to acknowledge support requests as soon as reasonably practicable, usually within three business days. This is a service target, not a guaranteed response-time commitment. Urgent security, unauthorized-payment and account-access reports are prioritized.
4. Information to include
Where relevant, include your account email; Player Name; game and page; browser and device; a description of the problem; a screenshot or error message; the approximate date and time; and a transaction reference or payment date for billing issues.
Do not send passwords, magic-link contents, authentication tokens, full card numbers or card security codes.
5. Identity verification
We may request reasonable verification before disclosing account information; changing sensitive account data; processing a privacy request; canceling or refunding a subscription; or deleting an account. Verification is proportionate and never requests unnecessary payment-card data.
6. Third-party equipment
We may provide reasonable setup guidance for MIDI keyboards, browsers and operating systems. We do not manufacture or control third-party hardware and cannot guarantee compatibility with every device.
7. Refund and cancellation support
Support follows the published Refund & Cancellation Policy. Support will not condition the first-payment 14-day refund on feedback, require a reason, hide the online withdrawal route, silently restore a canceled Founding price, or manually grant Pro without trusted server-side billing evidence.
8. Privacy requests
Privacy requests are handled through the same email. You may request access, correction, deletion, restriction, objection, portability or withdrawal of consent. See the Privacy Policy.
9. Security reports
Security reports should include enough detail to reproduce the issue. Do not exploit, access or retain other users’ data beyond what is necessary to report a vulnerability. We may acknowledge responsible reports, but no bounty or payment is promised unless separately agreed in writing.
10. Abuse
Abusive, threatening, fraudulent or spam communications may be restricted. This does not prevent a consumer from making a genuine complaint or exercising a legal right.