Latest News & Platform Updates

Keep up to date with our latest news and updates for your account. Here, you can view any changes that are planned or in effect.

Please view our updates below to keep informed of any changes, updates or issues with our platform.         

Website Update: Important Notice About our support@musicgateway.com Mailbox

We recently informed customers that our support mailbox is no longer being monitored due to a migration to our improved AI Chatbot 'Luna', streamlining our communication to offer immediate support where possible and pass any messages on to our live agents where necessary. 

🚫 Shut Down Planned

We have noticed that customers are still emailing in to this mailbox, despite our notices leading to longer wait times for our users and a delay to responding efficiently. As of 30th of January 2025, we will be closing this mailbox. Customers are reminded to please utilise the Chatbot in the first instance as this is the quickest way to resolve any query you may have.

🖥️ Issues Accessing your Account? 
Customers experiencing issues logging in to their account and therefore are unable to use our chatbot will need to refer to our FAQ Article for further support. 

⁉️ What if I don't Have an Account? 
Our support services are exclusively for Music Gateway members and account users. If you are not a member or user of the platform, you will need to sign up or reach out via the contact forms available on our website. 

Website Update: Important Notice About Account Upgrades

We’re committed to ensuring your experience with Music Gateway is smooth and enjoyable. Recently, we identified an issue where upgrading your account may have caused access problems for some users.

🛠 Issue Resolved

We’re happy to let you know that this issue has now been fixed! You should no longer experience any interruptions when accessing your account after upgrading.

📧 Need Help?

If you’re still experiencing access issues following your account upgrade, we’re here to help. Please email us at accounts@musicgateway.com, and our team will work quickly to resolve your issue.

We appreciate your patience and understanding as we worked to address this. Thank you for being part of the Music Gateway community!

Website Update: Changes to Our Support Process

We’re streamlining our support process to provide you with faster and more efficient assistance. As part of these changes, our support@ mailbox is no longer in use.

🤖 Meet Luna, Your 24/7 Support Assistant

To get help, please use Luna, our friendly chatbot, as your first point of contact. Luna is available directly within your Music Gateway account and can assist with a wide range of queries, from account troubleshooting to feature guidance.

📨 What Happens if Luna Can’t Help?

If Luna cannot resolve your query, your message will automatically be passed to one of our live agents for further assistance. This ensures your issue is handled as quickly as possible, without needing to wait in long email queues.

💡 Why the Change?

By using Luna as the primary support channel, we’re able to:

•Provide instant answers to common questions.

•Reduce waiting times for more complex issues.

•Ensure your queries are routed to the right team from the start.

Thank you for adapting to this new system, which allows us to serve you better. If you haven’t used Luna yet, log in to your account and click on the chat icon to get started. We appreciate your understanding and look forward to assisting you!