Contact

Ask us. A person answers.

Email is best for anything to do with an order or your access. The chat is quickest for a question before you buy. Either way it is read by a person, not a script.

Email

hello@e-learningmasterygateway.co.uk

Write an email

Or use the chat

The headset button at the bottom right of every page opens a message box. Write your question, attach a screenshot if it helps, and a person from Gateway Support replies in the same window.

If you leave before we answer, add your email address in the chat and we will write to you there. It is optional, and only used for the reply.

Which way for what

Three kinds of message, three places to send them.

  1. 01

    Before you buy

    Which course first, whether a topic is covered, what you need to follow along. Ask in the chat and you will usually have an answer without leaving the page. Our Session guide and Inside a lesson may already have it.

  2. 02

    An order or your access

    Access details not arrived, a payment that did not finish, a lesson that will not play, a lost order link. Email us from the address you used at checkout, with your order reference. Access details are sent within one working day of payment, so please allow that first.

  3. 03

    Cancelling, refunds, your data

    To cancel or ask about a refund, email us; the rules and the cut-off are in section 5 of the Terms of Sale. To see, correct or delete personal information, see your rights in the Privacy Policy and write to the same address.

What to put in the message

A few details save a round of questions. You do not need all of them every time.

Company details, including our registered office, are in section 1 of the Terms of Sale.

  1. OrderYour order reference. It begins with EMG- and is printed on your order page.
  2. CourseWhich course it is about, by name.
  3. ProblemWhat you did and what happened, in your own words. The exact wording of any error message helps most.
  4. DeviceYour device and browser, if a lesson will not play. A screenshot is welcome; the chat accepts photos and PDFs up to 10 MB.

What happens after you write

  1. Step 1

    You send it

    By email or in the chat. Nothing else to fill in.

  2. Step 2

    We read it

    We answer on UK working days, Monday to Friday, and aim to reply within one working day. Messages sent on a weekend or bank holiday wait for the next working day.

  3. Step 3

    A person replies

    In the chat window if you are still there, otherwise by email. If we need more detail, we ask.

  4. Step 4

    We put it right

    We resend access details, correct an order, or tell you plainly if the answer is no and why.

We cannot teach through the chat or give feedback on your music: the courses are recorded and have no tutor. We can help with anything about buying, access and the lessons themselves.