At Music Gateway, we strive to provide an efficient and seamless customer support experience. Here’s how our support system works...
1. AI Chatbot Luna
We are transitioning our customer support services to our AI Chatbot, Luna.
- Luna is available to assist you with general queries and guide you through our services via your account.
- If your enquiry requires human assistance or cannot be resolved through Luna, your information will be passed on to an agent who will address your issue.
Please note that during peak times and seasonal holidays we may take longer to respond to your enquiry. Rest assured we read every enquiry that comes through and will address your questions or assist when we get to your support ticket.
2. Refunds, Transactions, Subscriptions, Feedback, or Complaints
For questions or enquiries regarding refunds, transactions, subscriptions, feedback, or complaints:
- Visit our Knowledge Base and use the search feature to find articles addressing your specific issue. Each article will guide you through the appropriate steps to resolve your concern efficiently.
3. Technical Enquiries
Technical issues are also addressed through our Knowledge Base.
- Simply search for keywords related to your technical problem, and you’ll find articles with instructions to troubleshoot or resolve the issue.
4. Christmas and New Year Period
During the holiday season, Music Gateway’s support team is unavailable from 24th December through to the New Year.
- For urgent enquiries, please use our Chatbot Luna to submit your request.
- Promo-related enquiries can be directed to your assigned campaign managers via email.
We appreciate your understanding and look forward to assisting you effectively through Luna and our Knowledge Base.