Support

Who publishes AtChoir

AtChoir is a product of SJL Consulting (Pty) Ltd, a company registered in South Africa.

• Company: SJL Consulting (Pty) Ltd
• Registration number: 2019/210092/07
• Registered address: 14 Leonor, Dundas Street, Strand, 7140, South Africa
• Email: info@sjl-consulting.co.za
• Telephone: +27 71 880 8583

How to get help

Email info@sjl-consulting.co.za. Tell us the name of your choir, the email address you sign in with, and what happened.

If the problem is on your phone, it helps to say which phone you have and roughly when you last updated the app.

One thing your choir's management can do faster than we can: add or remove a member. If your question is about being added, removed, or about your own place in the choir, start with them.

If you have forgotten your password

Go to portal.atchoir.com/start and enter the email address your choir has for you. We email you a 6-digit code; enter it on that page with your new password, then sign in to the app. The same page sets your password the first time, after your choir's management has added you.

We cannot read your password, reset it over the telephone, or set one for you. Only you can, with the code sent to your own inbox. The code expires after 15 minutes and works once.

If you cannot sign in

There is no self-signup in AtChoir. A choir is set up by us, and members are added by the choir's management. If you have never been added, the app will not recognise your email address, and no password reset will fix that. Ask your choir's management to add you, or use the form at portal.atchoir.com/request, which we pass on to the choir.

If you were added and sign-in still fails, check that you are using the same email address your choir has on file, including the spelling of the domain. If it still fails, email us with the choir name and the address you are trying.

If your choir approves its new members, your account waits for the choir's management after you have set it up. Until one of them approves it, signing in tells you that it is waiting. We email you as soon as they have approved it.

If you belong to more than one choir

You sign in once. If you are a member of more than one choir, the app opens the one you joined most recently and lets you switch to another.

If a feature your choir's management mentioned is missing

Update the app to the latest version from the App Store or Google Play, then close it and open it again. New features reach the app in updates, and an older version does not show them.

If it is still missing, email info@sjl-consulting.co.za with the name of your choir and the version number of your app, and we will find out why.

Reporting a problem with the app

Email info@sjl-consulting.co.za with the word Problem in the subject line.

Please include:

• Your choir's name
• What you were doing when it went wrong
• What you expected to happen, and what happened instead
• The device and app version, if you have them

Reporting abusive content or behaviour in chat

AtChoir includes chat between members of the same choir. Members do not see or message people outside their own choir.

If someone posts abusive, threatening or otherwise unacceptable content, report it. There are two routes, and you may use both.

Tell your choir's management. They run the choir, they hold its membership list, and they can remove a member's access immediately. For most situations this is the fastest and most appropriate route.

Report it to us at info@sjl-consulting.co.za with the word Report in the subject line. Give the choir name, roughly when the message was posted, and what was said. We aim to acknowledge reports of abuse within one business day and to act on them promptly. Where the content appears to be unlawful, we may be obliged to preserve it and to notify the relevant authorities.

Do not delete the conversation before reporting it if you can avoid it.

How long a reply takes

We are a small South African company. Support is handled by people, in business hours, South African time (UTC+2), Monday to Friday, excluding South African public holidays.

We aim to reply to email within two business days, and to acknowledge reports of abuse within one business day. Messages sent over a weekend or a public holiday are picked up on the next business day. A complicated fault may take longer to resolve than it takes to answer, and we will say so rather than leave you waiting.

Setting up a choir

AtChoir is free to download. Choirs are invoiced directly by SJL Consulting, by EFT, outside the app stores. There is nothing to buy inside the app, and no individual subscription.

If you want AtChoir for your choir, orchestra, band or ensemble, get in touch at info@sjl-consulting.co.za. We set the organisation up and hand it to someone in your choir's management, who then adds the members.