Our current turnaround time is 1-3 business days. We don't have a call centre and we don't have an administration staff answering emails and messages. All of your questions are individually and thoughtfully answered by your teacher (who are teaching and preparing your feedback videos most of the day!) So please be patient. We will get back to you as soon as we can!
Ask Questions Early
We prioritise replying to music-related questions before general administration questions. So if you have a message about a payment, an upcoming exam or any other administrative message, please get in touch with us as early as possible. Waiting until the night before you need an answer for something will likely mean we don't get to your question in time.
We are not open on weekends and our office hours are between 9:00am-5:00pm.
If you need an answer to a question asap, we recommend searching our Help Centre. We've written close to 110 helpful articles on everything from what to do if your internet is down, to what happens if your lesson payment is late etc. Using our Help Centre will be the fastest and easiest way of finding an answer to your question.
I Have a Tech Issue and Need Help Now
If you're experiencing technical issues or you're having trouble logging on and need help immediately, please read this article.
When Will I Get a Response to My "Life-Line" Question?
For more information on "Life-Lines", read this article.
I Have a Question About My Homework. What Do I Do?
Use a "Life-Line". That's what they're there for!
I Need to Talk To My Teacher. What Should I Do?
Please read this article for more information on how you can communicate with your teacher.