Support
Music Inxite is a platform for businesses. Support is for customers (venue operators) and curators with active accounts. If you get the service through one of our partners or an independent curator, your agreement with them sets how you get support, so contact them first.
Contact Us
Support: email support@musicinxite.com. We read it every business day. Include your venue name and zone name, and for an urgent playback problem, put them in the subject line.
Report a compromised account, API key, or device: email support@musicinxite.com as soon as you suspect it.
Billing and invoices: finance@musicinxite.com
Legal notices, and questions about the terms, your account, or your data: admin@musicinxite.com, or by post to MUSIC INXITE PTE. LTD., 180B Joo Chiat Place, Singapore 427894.
Response Targets
| Priority | Definition | Target response |
|---|---|---|
| P0 — Critical | No audio playing in a live venue, platform outage | 4 business hours |
| P1 — High | Schedule not applying, device pairing failing, wrong playlist | 1 business day |
| P2 — Normal | General questions, feature requests | 3 business days |
Business hours are Monday to Friday, 09:00 – 18:00 Singapore Time (UTC+8), excluding Singapore public holidays.
Outside business hours, we try to help a venue that has no music, but we cannot promise a response. We handle other messages from the next business day. If your order includes out-of-hours support, contact us as your order describes.
These are targets, not guarantees. If your order or service agreement with us sets different support hours or response times, your order applies.
Frequently Asked Questions
How do I pair a new device?
Ask your curator for a pairing code. Your curator creates it in the dashboard and gives you a QR code or a code you can type. Open the Music Inxite app. On an iPad or iPhone, tap Scan QR Code and scan it, or tap Enter Code and type it. On a Mac, type the code into the pairing screen and click Pair; if the Mac already plays another zone, click Add Zone first.
A pairing code normally works once and expires after a set time: 15 minutes, unless your curator has chosen a different time. If it has expired, ask your curator for a new one. Keep the code private until you use it.
If we supplied your player, we or your curator set it up for you, and you do not need a pairing code.
What should I do if playback stops?
First, check that the device or player is powered on and has a working internet connection. A player that cannot reach our service for 72 hours stops playing until it reconnects.
If the connection is working but music has stopped, check whether a schedule covers the current time: on an iPad or iPhone, open the Schedule tab in the app. If nothing is scheduled, or you cannot tell, contact your curator to update the schedule.
If you play on your own iPad, iPhone, or Mac, force-quit the app and reopen it. If the problem continues, or a player we supplied has stopped, contact support with your venue name, zone name, and a short description of what you see.
How do I request a new or different playlist?
Ask your curator (us, or the independent curator who programs your music) directly. Tell them what you need: mood, tempo, genre, and time of day. Your curator will update your schedule when the new playlist is ready.
If you are unsure who your curator is, contact support@musicinxite.com.
How do I change the volume?
If the music plays on your own iPad, iPhone, or Mac, use the volume slider on the main playback screen. You can also change a zone's volume from the zone's controls in the app, if your curator has given you control of your zones. If the app says the volume is locked by your curator, the volume follows your schedule: the slider may be grayed out, or a change you make will not stay. To change the scheduled volume, ask your curator.
Who do I contact for billing questions?
Billing is handled by invoice, outside the app, and there are no in-app purchases. For billing inquiries, invoice requests, or subscription changes, email finance@musicinxite.com with your organization name. If a partner or independent curator bills you, contact them instead.
Privacy
For privacy questions or requests about your personal data, see our Privacy Policy or email our Data Protection Officer at admin@musicinxite.com.