Support Policy

Apple and Google do not require app developers to provide personalized support for their products however, we offer one-on-one assistance to our customers whenever possible. In addition to the wide range of resources on our website (including a user guide and video tutorials), we are happy to answer questions, to provide clarification, and to receive feedback. If you need to contact us, the following will help you understand what to expect.

Availability

We are a very small company with limited resources. There is one part-time customer support representative who responds to emails generally, in the order received. We do not offer telephone support of any kind. Please note that occasionally we need to take time off and your patience during these periods is greatly appreciated.

In-App Support

If you are using iReal Pro on iOS or Android contact us via Settings > Contact Us. Unlike the contact forms on the website, this in-app functionality allows you to attach screen recordings or images which can help us resolve your issue more quickly.

Conduct

We reserve the right to refuse or to end support to a customer at any time, especially when ongoing communications prove to be counter-productive. In general, abusive language, sarcasm, threats, sending multiple requests to get a faster response, or repeatedly asking the same questions (or questions that are answered extensively on our website) will reduce the likelihood of our being able to help. Stick to the facts and we can respond quickly, effectively, and constructively.

Questions

We are happy to answer specific questions and to provide brief, general advice for getting started. To ensure that we can provide timely support however, we cannot answer basic questions that are already addressed in our user guide and FAQ. Furthermore, we do not provide training or detailed guidance. Please note that we are unable to answer questions regarding other apps or system features.

Suggestions

Your suggestions and feedback are always welcome! Note, that due to the number of requests we receive and to the wide range of musicians out there, we are unable to respond to each suggestion personally unless we have follow-up questions. Our app has grown tremendously since 2009, thanks to the passion of customers like you. Please know that we read all suggestions received, and that each one helps us to better understand and serve our community.