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How to contact Support
The best way to contact our Support Team is by filling in this form:
https://help.mixcloud.com/hc/en-us/requests/new
You can also access this form by visiting our Help Center and clicking Submit a Request from the blue banner at the top of each page.
Using this form helps us to get more of the information that we need, so we can make sure your messages get to the right person and we can help you as efficiently as possible.
If you're unable to access the form, you can also contact us via email at Support@Mixcloud.com.
For service status updates, you can find our official X/Twitter account here:
Information to include
Your account details
We recommend contacting us directly from the email address associated with your account so we can verify your details quickly and easily. This helps us keep your information secure.
If you're unable to use the email address on your account, please confirm your account username (this may be different to your display name, and you can find it in the URL: https://www.mixcloud.com/USERNAME/)
A description of the issue
When you report an issue, our Support team will work to reproduce the issue so we can identify the cause, work with our engineering team to find a resolution, and offer tailored troubleshooting advice.
This means that the more information we have -- such as when you've noticed this behaviour, including steps leading up to the issue, when you first noticed it, any error messages you can see, etc. -- the better.
If the issue is happening on a specific page (eg. a profile, show or track, playlist, etc.), please include this information and the URL (if available).
A screen recording video
It can be simpler to 'show' than to 'tell', and sending us a screen recording video helps to show us lots of context and clues that can help us narrow down an issue more efficiently. Screenshots (still images) can also be useful if you cannot send a video.
Most devices will have screen recording features built-in. If your device doesn't have these features, you can use a free screen recorder such as ScreenPal.
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To create a screen recording on a mobile device:
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For iPhones or iPads: https://support.apple.com/en-gb/HT207935
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For Android phones and tablets: https://support.google.com/android/answer/9075928
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To create a screen recording on a computer:
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You can find a guide here for Mac computers: https://support.apple.com/en-gb/HT208721
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You can find a guide here for Windows 11: https://www.microsoft.com/en-us/windows/learning-center/how-to-record-screen-windows-11
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Your device details
Sometimes issues may be related to specific devices, versions of the app, browsers, or other settings. Depending on the device you're using, this is some of the information that will help our Support team investigate and resolve your issue:
Operating system (computer)
If you're using a computer, the operating system version you're running. You can generally find this information in your settings, and you can find instructions specific to macOS or Windows.
Browser version (computer and mobile)
If you're accessing the web version of Mixcloud on a computer or on mobile, share the browser you're (including browser version, if possible).
You can find guides online to check the version of Chrome, Firefox, Edge, and other browsers on your device.
App version (mobile)
If you're using the Mixcloud app, let us know which app version you currently have installed. Sometimes the version available may vary depending on your device or territory, so even if your app appears to be up to date, it's really useful to confirm this information.
To find your app version within the app:
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Open the Mixcloud app
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Tap your profile picture in the top left
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Tap the three vertical dots on your profile
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Tap 'Settings'
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Tap 'About'
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Note the number after 'Version', or send us a screenshot of this page.
If you're unable to open the Mixcloud app:
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Open the App Store or Play Store on the device you're reporting issues with.
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Search for Mixcloud - Music, Mixes & Live
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Look for the app version - you should also be able to find this in the release notes (under What's New)
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NB: If the App Store or Play Store gives you the option to Update at this point, we recommend update the app and trying again in case the issue is now resolved.
If you haven't heard back yet
Our Support Team operates Monday-Friday, within UK business hours, and we'll aim to get back to you as soon as possible.
We recommend adding Support@Mixcloud.com to your address book and safe sender list to help prevent our emails from being filtered or sent to your spam folder.
If you haven't heard from our team within a few working days, please check that you received a confirmation email after you contacted us. If you haven't received a confirmation email, please contact us again, as there may have been an issue with your submission, such as a delivery issue or a typo with the return email address provided on the form.
If you need to provide additional details or would like to follow up on a message you've sent us, we recommend replying to the confirmation email you received when you submitted your ticket. This will help us respond to your request as efficiently as possible.