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Serato support - high volumes and longer-than-expected response times for inquiries submitted in early 2023

If you've submitted an inquiry to our support team in the months of December 2022, January 2023 or February 2023 you may have experienced a long wait for a reply. We apologize for the inconvenience and greatly appreciate any patience you can afford us

This is due to higher than expected volumes, and while our agents are trying to work through these inquiries as fast as possible, we have not been able to answer customers as fast as we'd like.

While Sales-based tickets are not experiencing the same wait times, Technical and General product-based tickets remain affected. We acknowledge this can be very frustrating, but we would please kindly ask that you refrain from creating multiple follow-up tickets as this can cause further delays.

Please first consider the following self-service options:

  1. Our Serato Help Center (https://support.serato.com/hc/en-us), where you can search for issues detailed in articles. You can either search in the Help Center search field or manually navigate through the different categories based on the different Serato products:

    Use the 'search all help articles' field, then click Search (the example below shows "connection" being searched):
    mceclip1.png

    Or click through the categories by product:
    mceclip2.png
  2. Our Serato Customer Service chatbot, where you can converse with a conversational chatbot to get answers and feedback around certain questions, which can be accessed on various pages on Serato.com (found in the bottom right-hand corner):
    chatbotgif.gif

Both of these options may help you discover the answers to the following common issues & inquiries (simply search for the keywords below):

  • Connection (including drivers, firmware, and tips for troubleshooting why your hardware won't connect to Serato software)
  • Performance (including drop-outs, crashing, freezing, and hangs)
  • Compatibility (including operating system, software version, and hardware support)
  • DVS, Recording, and hardware / audio set-up & configuration
  • Library (including file types, missing files, Apple music / iTunes set-up, backing-up, restoring or moving your library, using external storage, or using Streaming services)
  • Licensing (including activation, deactivation, and what licenses you may need with your specific Serato-hardware)