When to use: When email comes through with no text

Thank you for reaching out to us, however the email came through with no information or text. Please feel free to email back with your question or issue.

When to use: User asks how to change the battery

Thank you for reaching out to us for support. Please replace the battery with a brand new 9V battery. Please be sure to install the new battery in the correct orientation (The battery box should only hold the battery one way.)

When to use: Customer is asking how long batteries should last

Thank you for reaching out to us for support. Batteries typically last anywhere from 3-6 months depending on use and conditions. If you plug your guitar into an amp to play frequently, you will need to replace your battery more often.

When to use: Customer indicates their graphs are not updating, app hasn’t connected in several days, Bluetooth icon is not showing

Thank you for reaching out to us for support. Does your guitar say “Bluetooth Not Connected” on the My Guitars page? The app will show “Bluetooth Connected” when it is connected to the sensor. Please try the following:
1. Ensure you have a good internet connection, then toggle Bluetooth.
2. If that still doesn’t help, restart the app if on iOS or force stop the app on Android (Settings –> Apps, search for the app, then select force stop. Then open app again.)
3. Please also make sure the sensor is within range of the device you are running the app on.
4. Remove the sensor battery, wait 10 seconds and then reinsert the battery.

When to use: User asks why they keep seeing pop up about Bluetooth settings despite having Bluetooth enabled

Thank you for reaching out to us. I believe this has to do with iOS 13. Could you check that under Settings you have Bluetooth Sharing enabled for the Taylorsense app?

Go to Settings, then scroll to the Taylorsense app. Next, ensure Bluetooth Sharing is toggled on (green).

If that doesn’t work, I would suggest that you delete and re-install the Taylorsense app and be sure to agree to all the permissions upon reinstall.  Please note, do not delete your sensors from your account rather just delete and re-install the app.

When to use: User identifies a bug and wants to be notified when fix is ready

Once this issue is looked into and a fix is applied, it would be implemented when the next app update is released. We don’t have a process in place to reach back out to customers once specific bug fixes are implemented and released, but I would encourage you to install updates for the app in order to get the fixes and updates in 

When to use: If the user has had a positive support experience

Thanks for taking the time to reach out to us! It was a pleasure interacting with you and we’re glad we were able to resolve your issue. It would mean a lot to us if you could help spread the word by leaving a review.

Apple App Store
Android Play Store

Please don’t hesitate to reach out if you ever have any questions, comments, or issues. We’re here to help.

When to use: Taylorsense sensor no longer working correctly

I am sorry to hear that the Taylorsense you purchased is not working. Please reply with your address so that we can ship you a new one. It would be great if we could get the broken Taylorsense unit sent back so that we can figure out what is wrong with it, so included with the new Taylorsense will also be a return label.