The fastest way is an email to hotro@pianoclass.app. A teacher writing from the email they sign in with is handled at once, with no extra verification. Parents and students should contact the teacher of the class first: most things (resetting a PIN, changing a name, removing a student) the teacher can do right in the app.
1Things you can do right now
Forgotten PIN
The teacher opens the class, picks the student and taps Reset PIN. A student who still knows the old PIN can change it in Settings.
Class code not accepted
The code has 6 characters, is not case-sensitive and never contains 0, 1, O or I. Check it again with the teacher.
Locked for 15 minutes
After 5 wrong PINs the account is locked for 15 minutes to protect it. Wait it out and try again, or ask the teacher to reset the PIN.
Not yet approved into the class
A join request waits for the teacher's approval. The app checks every 5 seconds; once approved, it goes straight in.
Lost the connection mid-exercise
Answers are kept on the device and sent again when the network returns. Nothing has to be played again.
2When reporting a bug, include
- The phone model and operating system version (for example iPhone 13, iOS 18; Samsung A54, Android 14).
- The app version, shown at the bottom of the Settings screen.
- What you were doing, what you expected, and what happened instead.
- A screenshot if you have one. Never send a PIN or a password; we never ask for them.
3Plans and payment
- Paid but the plan is not active after one working day: email us the transfer memo (the order code) and a screenshot of the transaction.
- Need an invoice: email us the order code and the invoicing details.
- Need more than 100 seats, or several teachers on one plan: write to us and we will advise.
4Related documents
- Privacy policy: what we store and what rights you have.
- Terms of use: plans, payment, refunds, liability.
- Delete account: step by step for teachers and students.