Contact email support

What is this?

With email support you send the Theatilo team a detailed message. Email is especially suited to complex issues, bugs, screenshots and topics where you need a written answer for your records.

We usually reply within 48 hours.

How to send a support email

1. Click the question mark (Help) at the top right of the header. In a phone browser you'll find Help in the avatar menu.
2. At the top of the panel, switch to Email.
3. If you are an Administrator in a choir, you see a form with Subject and Message. Otherwise click "Write an email": your email program opens with the address and subject filled in.
4. Write a clear subject, for example "Problems sending tickets" or "Question about sheet music shop licenses".
5. Describe your issue in detail:
   • What did you want to do?
   • What did you expect?
   • What actually happened?
6. Attach screenshots if you write from your email program; they often say more than a thousand words.
7. Mention your choir and your role (choir director, member, board).
8. In the form, click "Send message", or send the email. The form automatically includes the address of the page you're on.

In the app: tap your avatar and then Support under Help. Your email program opens with the support address.

What a good support email contains

• A clear subject: what is it about?
• Context: which choir, which role, which area
• The specific problem: steps to reproduce it
• Expected vs. actual behavior
• Screenshots or, if needed, a screen recording
• Browser/device for technical problems
• Urgency if relevant, for example "before an important concert next week"

Response times

• Standard: usually within 48 hours
• Emergencies: priority handling; please mark them as "urgent"

Permission

No permission is required; email support is open to every Theatilo user. Administrators of a choir see the form in the help panel; everyone else writes from their email program.

Tips

• Write a bit more rather than too little. We can't guess.
• Screenshots show what you see, which is essential for problems with the interface.
• List the steps to reproduce: "I click X, then Y, then Z happens." That saves us a lot of detective work.
• Describe the urgency honestly. We really do handle emergencies first.