Support and FAQs
Frequently asked questions
These are some of the common questions we get asked. For more answers, check out our knowledge hub, or try Live Chat.
Why has my payment has failed?
There are several reasons why your payment might be failing. As long as you have sufficient funds in your bank account or on your credit card balance, it should all work fine. However, if you spell the address or postcode wrong, this can cause the payment to fail.
- Please ensure the name, address and postcode you enter is identical to your card details
- Your bank may have placed a block on your card for payments to us. Give them a quick call and they can lift it
- Change your payment method
- If it fails again, drop us a quick note via live chat or email the support team
My payment has failed, but the money has left my account?
When you enter your payment details, you will see a nice green tick on the Stripe screen. This tick does not mean your transaction has been authorised, but that you have entered your name and address, the 16 digit card number, expiry date and CVV correctly.
Our system then contacts your bank to process the transaction. Your bank then releases the funds into a 'pending state', waiting for collection.
If your payment has failed due to an address error, we will not collect the funds and they will return to your account within 24 hours when your bank realises the funds will not be retrieved.
What is verification and how does it work?
Being verified unlocks extra features at Pirate, like Refer-a-Friend credits. You also need to have your identity verified before you book one of our DJ or production studios, so it’s a worthwhile investment! Don’t worry, the process only takes two minutes.
TIP: Use your mobile, it's easier to get a clear shot of your face/document.
I'm having trouble with a code or lock — help?
Slow and gentle! Our locks can be a little sensitive so put your code in slowly and as detailed on your booking — such as * 1 2 3 4 5 6. Don't forget the star!
You might be sent a four-digit code as a replacement for the booking, such as 1 2 3 4. As above, press slowly and in this case, with no star, *.
If you're having trouble with the lock or code, please contact us and we'll help get you in as soon as possible.
How do I book OpenLIVE?
Where recording is available, you will see the OpenLIVE logo on the studio image on the booking calendar. When you select Book room, you will be prompted to add OpenLIVE to the session. Once you click Yes, OpenLIVE will be added to the session.
Once you exit the payment process, you’ll receive emails confirming your scheduled recording from OpenLIVE. If you don’t receive your confirmation, please drop us a note via live chat or email and we'll check for you.
Where do I find my OpenLIVE recordings?
Once your practice is complete, you'll get a notification from OpenLIVE when the session is ready to hear on the OpenLIVE dashboard. This may take up to an hour or more depending on the length of the recording.
If you've not yet received your OpenLIVE log in details, please check your spam folders or email the OpenLive team.
I need help with an Academy course or lesson
Live Chat for quick support
You'll find us in cities across the UK, US, Germany and Ireland, with more studios opening soon.