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OnSong takes customer support totally seriously (they even have a whole team!). But with like a bazillion users worldwide, srsly, it might take a hot minute to get back to you with the personal touch. Pro tip: if you're an OnSong Premium member, skip the peasant line & go straight to VIP with Fast Track. ZOMG, fancy.
For support that won't make you pull your hair out, crack open the Fancy Buttons Drawer by tappin' that lil' gear icon in the Top Bar Thingy & then hit up Talk to Us » We Got U. Slap in your email, your name, & like... describe what blew up. Bonus points if you tell us the steps you took to break it, what you thought would happen vs. what actually happened (plot twist: they're never the same).
Pro move: At the bottom there's a switch that flips on Fast Track. Boom. Once you send that request, the OnSong support squad gets pinged directly & they'll actually respond like humans instead of robots. Wild, right?