Support

Last updated 2026-05-30. What we promise on response times and what to send us.

Email is the channel

support@makingwaves.live - one inbox, gets answered by a person.

We don't run live chat or a ticket system in v1. Email is faster and easier for us to triage, and you get a written record.

Working day reply on all tiers (UK hours, Mon-Fri). Most replies land within 4 hours of you sending.
Touring tier: priority queue + weekend response on genuine show-blockers (live monitoring not connecting, OBS overlay dead on stream).
Outages: if the whole service is down we'll post status updates at the top of makingwaves.live and email everyone within an hour.

Helps us help you faster:

Your MakingWaves email (the one you signed up with) - we look you up that way.
What you were trying to do, what happened instead.
If it's the desktop client: screenshot of the tray-icon tooltip + the last few lines of the diagnostic log (tray menu → Open dashboard → Diagnostics → Copy log).
If it's a published mix that didn't land on Mixcloud / YouTube: the set ID from your dashboard URL.
If it's a payment issue: the date of the charge + last 4 of the card (we don't see the rest, but Stripe can match it up).

Bugs in MakingWaves itself - desktop client, dashboard, publish flow, billing.
Account questions - changing plan, cancelling, swapping email.
Connecting your gear - Serato, Rekordbox, Engine DJ, PRO DJ LINK, OBS overlay, audio routing.
Best-practice advice for setting up your stream / mix workflow.

Third-party platforms. If Mixcloud, YouTube, Twitch reject an upload or take a mix down, that's their decision - we can't override it. We'll help diagnose why so you can avoid it next time.
Music licensing. Whether your set is clear to broadcast is your responsibility (PRS / PPL / equivalents).
Custom feature requests as part of standard support. We love hearing them - email and tell us - but we can't promise delivery dates.
Your DJ kit. CDJ firmware updates, mixer routing, OS audio settings - we can point you at docs but we don't do remote setup on your hardware.

The same email address. If you've got a security report, please put "Security:" in the subject - we'll triage it first.

If your station is on the Pro or Studio plan, your support response times are bound by the station-tier SLA in your contract, not this page.