The best way for OnSong support staff to help diagnose your issue is by reviewing your OnSong library. This helps us to diagnose any problems by looking at your specific use case including songs and settings so we can target our assistance.
To send your library for review, please open OnSong, and then tap on the gear icon in the Menubar to open the Utilities Menu. Tap on Communicate > Get Support to open the Get Support Screen. In that screen, provide information like your name and email address as well as a summary of the issue you are having. If you've recently submitted a Helpdesk case, type the ticket number in the summary field.
Most importantly, we need exact steps that you take to replicate the issue. Delays in finding a resolution usually stem from support staff struggling to replicate and see the specific issue. Start by letting us know the set, book, and song that exhibits the issue and any steps you take to witness the problem. For instance, what buttons are you tapping and when? Let us know what you expect to happen compared to what is actually happening. When you are done, tap on the Send button in the upper right corner. If this button is not enabled, it is because you have not completed the fields, or because you have typed an onsongapp.com email address in the email field.
This process will upload your library to OnSong securely and create a help desk case. You should receive a response acknowledging that your case was received. We recommend that you follow these steps to ensure that you receive our replies. To communicate with our support agents, simply reply to these emails with additional information, or to let us know that your issue was resolved.
Standard response times for free support are up to 72 hours, although most are answered sooner. However, if you require immediate support, OnSong Premium members can Fast Track support requests. This will move you to the start of the support queue and notify our support agents to review your case as quickly as possible.
Be sure to provide as much information as possible that will help us replicate the issue such as the song you are viewing, the set and any specific steps you are taking that causes the issue you are having. The more details we have, the faster we will be able to get an answer and solution to you.