Support

Customer Support

We're here to help · Response time: 1–2 hours

Contact Us

For all support inquiries, reach out to us directly at: support@purebeat.io

We typically respond within 1–2 hours. Please include your registered email address and a clear description of the issue to help us resolve your request as quickly as possible.

What We Can Help With

Our support team handles all of the following:

Account login issues and password resets
Billing, payments, and balance top-ups
Subscription plan changes or cancellations
Download errors or failed downloads
Beatport account linking and authentication
File quality or format concerns
Refund requests (see our Refund Policy)
Bug reports and general technical issues
Account suspension or termination inquiries

Before You Contact Us

Many common issues can be resolved quickly by checking the following:

Downloads not working? — Make sure your Beatport account is still linked and your session has not expired. Try re-authenticating from your dashboard.
Payment not reflecting? — Balance top-ups may take a few minutes to process. Refresh your dashboard before reaching out.
Subscription not active? — Verify your balance is sufficient for your plan's renewal. Insufficient balance will pause your subscription.
Wrong file format or quality? — Check your download settings in the dashboard. PureBeat downloads the highest available quality from your Beatport library.
Can't log in? — Use the "Forgot Password" option on the login page. If the issue persists, contact us with your registered email.

Reporting a Bug

If you encounter a bug or unexpected behaviour, please email us at support@purebeat.io with the following details:

A brief description of what happened and what you expected to happen
The steps to reproduce the issue
Your browser name and version (e.g., Chrome 124, Safari 17)
Any error messages displayed on screen
Screenshots or screen recordings if applicable

Detailed bug reports help us ship fixes faster — we genuinely appreciate the effort.

Billing & Refund Inquiries

If you believe you were charged incorrectly or wish to request a refund, please contact us at support@purebeat.io within 7 days of the charge. Include your registered email and the date and amount of the transaction. Refund eligibility is subject to our Refund Policy.

Account Security

If you believe your account has been compromised or accessed without your permission:

Change your PureBeat password immediately from the login page.
Contact us immediately at support@purebeat.io so we can lock the account while you regain access.
Do not share your login credentials with anyone — account sharing violates our Terms of Service.

Response Times

We aim to respond to all support requests within 1–2 hours during normal operating hours. During periods of high volume, response times may occasionally extend to a few hours. We do not offer phone support at this time — email is the fastest way to reach us.

Email us at support@purebeat.io — we'll get back to you within 1–2 hours.