You do not need to diagnose the problem yourself. Send what you have, and tell us what you were trying to do.
Reply in one place
If you already have a ticket, reply to that email so your history stays together. Otherwise open a support request or email help@cratehackers.com.
Useful details
- Product and version: Crate Hackers or Banger Button, plus the version shown in the app.
- Your setup: Mac or Windows and operating-system version; include DJ-software name and version if relevant.
- Expected result: what you wanted to happen.
- Actual result: the exact message or a screenshot, plus the last action before it happened.
- One example: an affected song, crate or playlist and whether the music is on an external or cloud drive.
- Already tried: any steps that helped or failed. If a gig is approaching, include its date and time zone.
You can send the request even if you do not have every detail.
Protect your music and private information
Keep your original files, app data and backups while troubleshooting. Do not clear databases or empty the recycle bin unless you understand the effect and have a recovery plan.
Hide private information in screenshots. Never send passwords, reset links, license keys, API keys or full card details. Share only the relevant log excerpt if the team asks for logs.
If an automated suggestion misses the problem, reply and say which step failed or that you need a person to review it. A suggested fix is not proof the issue is resolved.
Reviewed September 23, 2026.