Anyone else hearing NOTHING from support?
I'm curious: is anyone else having problems with Musescore support? I've written to them four times now and have received ZERO responses or even an acknowledgement of my support emails. I've tried contacting them on Twitter as well. Very upset with the lack of support or even acknowlegement of emails here.
Comments
I e-mailed them yesterday and had a response in my inbox this morning.
In reply to I e-mailed them yesterday… by mike320
Interesting. I use Musescore with almost all of my high school music students. Its upsetting that at nearly a week and a half later, I'm getting zero response while others are being replied to immediately. Appreciate your response though.
In reply to Interesting. I use… by tsoderquist
Can you post your problem here if you are not getting a response. The webmaster (Thomas) does watch these forums and is usually good at responding if he discovers he has failed to respond to someone through normal channels.
In reply to Can you post your problem… by mike320
I have emailed support THREE times with no response. I have tried Chatbot a few times but I have had no response. My problem is URGENT since it concerns my subscription.
I think my subscription# is 9963381, although I have been unable to verify it.
I have been charged for both Musescore Pro AND Pro+. Yet only Pro is listed under my subscriptions.
Also, there are fewer and fewer free scores available to download.
Pro is due for renewal February 2025. Pro+ is due for renewal April 2025.
I DO NOT WANT TO RENEW PRO. If I don't renew Pro+ will I have access to Pro+? I would like to continue with Pro+ but since it is not listed under my subscriptions will it be active and accessible?
Please respond as soon as possible.
Thank you,
Janet Harris
In reply to Can you post your problem… by mike320
I have also emailed support several times. I have tried Chatbot a few times but I have had no response.
I think my subscription# is 9963381, although I have been unable to verify it.
I have been charged for both Musescore Pro AND Pro+. Yet only Pro is listed under my subscriptions.
Also, there are fewer and fewer free scores available to download.
Pro is due for renewal February 2025. Pro+ is due for renewal April 2025.
I DO NOT WANT TO RENEW PRO. If I don't renew Pro+ will I have access to Pro+? I would like to continue with Pro+ but since it is not listed under my subscriptions will it be active and accessible?
Please respond as soon as possible.
Thank you,
Janet Harris
In reply to I have also emailed support… by janetbharris
You responded (and twice!) to a post from 5 years ago...
Nobody here on musescore.org can help you with this issue you're having on musescore.com.
You wound't take your Yamaha motorcycle to a Yamaha Guitar dealer for repair, would you?
(But yes, the support on musescore.com sucks)
I'm reading the forums indeed but slower than usual as I'm traveling. I will check out your support requests.
I am also getting no reaction to my forum posts since about 2 weeks
In reply to I am also getting no… by elsewhere
Which forum post exactly are you talking about?
In reply to Which forum post exactly are… by Jojo-Schmitz
Most recently "Inside a chord symbol Ctrl+Space (for space) works only once" (6 days ago). I now see there has been a comment by Mark which I did not get email notification for either.
In reply to Most recently "Inside a… by elsewhere
Check your spam filter / folder
In reply to I am also getting no… by elsewhere
@elsewhere you mean you are not getting answers on your posts, or you are not receiving notification emails?
In reply to @elsewhere you mean you are… by Thomas
I did not get email of your post!! Checked my settings & everything should be OK.
Actually yeah, I just posted something about this same problem. However, I did send the message just 4 days ago so I'm hoping it will be gotten to eventually.
@tsoderquist a reply is coming your way soon. Thank you for your patience.
In reply to @tsoderquist a reply is… by Thomas
Thank you, Thomas. I realized that I am posting from a different email address, however. This is concerning a billing issue with my info@divataunia.com address. It's been a week now, so I'd appreciate a response. Many thanks.
For the record, though, the best way to get support on using the software is here on the forums, not email. That way the entire community is available to respond and usually does so within minutes. There really is no official / formal support system for the software itself (as opposed to the score sharing web site musescore.com) other than this.
In reply to For the record, though, the… by Marc Sabatella
Then this should be made clear. Why have a help section that informs you to contact through the form or at support@musescore.com if there's not going to be a proper support system in place? It leads to nothing but frustration.
I am also, for the record, still waiting for a response. So even though I've been answered here, there's been no follow-up to my emails. Not even acknowledgement that they were received.
In reply to Then this should be made… by tsoderquist
I think you might be confusing the score sharing web site musescore.com with the MuseScore software itself. The only place you should be seeing anything about support via email is on the score sharing web site musescore.com, and the support is specifically about that web site. Sounds from your other recent post that this is indeed what your question is about, so hopefully you have by now received a response as indicated above.
But anyhow, from your initial post it appeared like you were somehow expecting to receive email support on the MuseScore software itself. That is why I responded as I did. There is as far as I know nothing within the MuseScore software that suggests email support - in fact, the Help menu "Ask for Help" sends you directly here to the forum :-)
In reply to I think you might be… by Marc Sabatella
Again, that's very confusing and frustrating. Regardless, I have sent my requests via Musescore.com and also tried to contact them here and on Twitter. I still haven't received a reply.
In reply to Again, that's very confusing… by tsoderquist
Though I do appreciate your responses. Thanks.
Well here it is TEN DAYS LATER and I have STILL not received any response to my FOUR inquiries and now Paypal dispute claim. I have been asking for a refund for almost two weeks with absolutely NO responses while I watch Tom respond on these forums to multiple other requests AND after being told a response was coming in THIS THREAD. Unbelievable.
In reply to Well here it is TEN DAYS… by tsoderquist
@tsoderquist a response has been sent out.
Hello
I’m not sure how long it takes to get problem resolutions
I’ve sent numerous emails to every email I can find on here and haven’t gotten any personal support help by email- just the same singular automated response
I sent my original account set up email
And a pic of my statement showing the charge
I was looking ONLY to do a trial - some how I was charged $29.99 right off
I immediately tried to delete my account - I’m not sure if I have- as now I cannot even get into my to check
It doesn’t find my email
loanddfers@att.net
I need someone to please help make sure my account has been deleted and my $29.99 refunded asap
Thank you
Lorine Lewis
In reply to Hello I’m not sure how long… by loanddfers@att.net
See: https://musescore.org/en/node/277874
Any questions or issues concerning billing (of a Pro subsciption) should be sent to support@musescore.com
Hello.
I have a big 180$ CAD problem with MuseScore subscription.
I am in a choir and wanted to go the easy route editting out the piano accompaniement part from the choir score for an easier read.
I wanted to get the free trial to access a score that was available on MuseScore's platform.
I had to reset my password because I didn't remember it, and from that point on, the platform glitched.
I had to input my credit card number, which wasn't suspicious to me because with most free trials, they want to get you right after the free week...
However, I was billed instantly for the PRO+ subscription. I didn't notice right away but soon enough I did, and contacted the support team instantly.
Their answer was to try and get me to stay and not get my money back. After this message, I never got any other answer from the support team.
A week right after the ''free trial'' thing, I GOT BILLED AGAIN for the freakin two 50$ CAD services, showing that the platform indeed glitched out, and that I was not a fool as the support team told me.
It's nearly been a month since this happened, I am getting no answers back and I cannot even try and fill a refund form because the first and only answer that I got from the support team counts as one and they block my attempt at it.
I am graduating in music composition this upcoming may, and I have no time to invest into this kind of matter, but I also don't have 180$ CAD to burn for this platform service that I will never use.
I have included the payment receipts as well as the email conversation.
In reply to Hello. I have a big 180$ CAD… by Laurent Pinet-…
As has been stated repeatedly and exhaustively, this is the wrong place to post this kind of issue. You are on musescore.org. You need to go to musescore.com. No one here can help. We're all sympathetic, but no one can help. Read How and where to ask for support.
For additional information, see the following:
https://musescore.org/en/faq#faq-314712
https://musescore.org/en/faq#faq-20657
https://musescore.org/en/faq#faq-359393
https://musescore.org/en/node/314712
https://musescore.com/user/32018844/subscription
In reply to As has been stated… by TheHutch
Aren't there Musescore employees coming in and reading issues that are not answered here tho ? I would definitely hope so because I am still getting no replies from the official site ...
In reply to Aren't there Musescore… by Laurent Pinet-…
No idea whether any developer ever reads anything on musescore.com, but I very much doubt it.
In reply to Aren't there Musescore… by Laurent Pinet-…
No, it's virtually unheard of for anyone from musescore.com to come over here. No reaosn for them to - this is the support site for the notation software, and they already have their hands full dealing with support questions regarding the score-sharing website. They don't have the bandwith - or expertise - to help out with answering questions about the notation software, so no reason for them to take time away from their jobs to do that. If they're not as fast as you like currently, asking them to answer questions on other sites is a great way to slow them down more :-)
In reply to No, it's virtually unheard… by Marc Sabatella
Are you saying they do have the bandwidth and expertise to support musescore.com?
In reply to Are you saying they do have… by Jojo-Schmitz
No, they clearly do not even have that.
In reply to No, they clearly do not even… by Marc Sabatella
Phew, and I thought I might have missed something
In reply to No, they clearly do not even… by Marc Sabatella
I was gonna say ... *LOL*
In reply to Aren't there Musescore… by Laurent Pinet-…
Some read here on musescore.org, but that won't be those responsible for musescore.com