On this page
If something isn't working, or you have a question these articles don't answer, the SermonWave team is happy to help. This article lists every way to reach us and what to send so we can solve your problem on the first reply.
Who it's for#
- Admins and tech volunteers with a device, Listener page or OBS problem.
- Pastors and church leaders with questions about plans, billing or getting started.
- Anyone who wants a demo or a walkthrough.
Before you start#
Many common problems have a quick fix. Check the troubleshooting guide for your device first:
- SW1 troubleshooting
- OBS troubleshooting
- Live monitoring to check whether a device is online and translating
If you're in the middle of a service and stuck, call us. A phone call is the fastest way to get help.
Ways to contact us#
| Method | Details | Best for |
|---|---|---|
| Phone | (918) 283-0005 | Urgent problems, live services, talking it through |
| team@serve.love | Detailed problems, screenshots, anything not urgent | |
| Contact form | sermonwave.com/contact | Questions, demos, pricing |
| Dashboard | ? → Email the SermonWave team | Writing to us while signed in |
Our hours are Monday - Friday, 9am - 5pm CT. We also respond to messages on weekends. Email usually gets a reply within a few hours, and the contact form within one business day.
Call us#
Call (918) 283-0005 to talk to a real person. This number is also on the contact page and at the bottom of every page on sermonwave.com.
Email us#
Send an email to team@serve.love. Email is the best choice when you have screenshots or several details to share.
Use the contact form#
- Go to sermonwave.com and click Contact Us at the bottom of the page.
- Under Send Us a Message, fill in Your Name and Email Address.
- Optionally add your Phone Number and Church Name. Adding your church name helps us find your account.
- In What can we help with?, pick a topic. Choose Technical question for problems with a device, the Listener page or OBS.
- Describe the problem in Your Message and click Send Message.
From the Dashboard#
- Sign in to the Dashboard.
- Click the ? button on any page.
- Choose Email the SermonWave team. Your email app opens with a new message to our team.
The same ? menu also has Show me around this page, Setup guide and Preview the listener page, which can answer many "how do I" questions.
What to include in a support request#
The more of this you send, the faster we can help:
- Your organization name. The church name as it appears in the Dashboard. If you have several campuses, say which one.
- The device name. As it appears under Devices, for example "Sound booth laptop". Say what kind of device it is: SW1 box, Web device or OBS plugin.
- When it happened. The date, the time and your time zone, for example "Sunday 10:42am Central". Exact times help us find the right session.
- What you expected and what happened. For example "Spanish listeners saw captions but heard no voice".
- Who was affected. Everyone, one language, one listener, or only the booth.
- Screenshots or a short video. Of the Dashboard device page, the Listener page, the Web device screen or the SermonWave dock in OBS. Include any error message exactly as it appears.
- What you already tried. Restarting, a different browser, another network, and so on.
Extra details for the OBS plugin#
If you use the OBS plugin, also send:
- Plugin details. In the SermonWave dock, open Advanced ▾. It shows the server, the device and the plugin version. A screenshot of this is perfect.
- The OBS log. In OBS, choose Help → Log Files → Upload Current Log File, then copy the link and paste it into your message. Do this soon after the problem happens, before restarting OBS.
- Your setup. Windows or Mac, and whether you were streaming, recording or both.
Extra details for a Web device#
- The browser and computer you use, for example "Chrome on a Windows laptop".
- Which microphone or input you picked on the Web device screen.
- Whether the device was open in more than one tab or on more than one computer.
Keep your account safe#
Troubleshooting#
I didn't get a reply to the contact form. Check your spam or junk folder for our reply. If it's urgent, call (918) 283-0005.
The Email the SermonWave team link doesn't open anything. Your computer may not have an email app set up. Write to team@serve.love from your usual email instead.
The contact form says something went wrong. Try again in a moment, or email or call us instead.
FAQ#
Can I get help on a Sunday morning?#
Our office hours are Monday to Friday, but we also respond to messages on weekends. During a service, calling is the fastest way to reach us.
Can I ask for a demo or training for my volunteers?#
Yes. Use the contact form and pick I'd like a demo, or call us.
Where do I ask about billing?#
Use any contact method above and pick Pricing question on the contact form. To change your plan or card yourself, see Plans and trial.
Is there a list of terms I can check first?#
Yes. See the Glossary.