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Support

Whether you’re setting up your first Pirate MIDI device or troubleshooting a complex MIDI rig, we’re here to help.

1. Product Support

Troubleshooting Your Device

Before contacting support, quickly check:

  • You’re using a known-good USB cable (data-capable, not charge-only).
  • The device has consistent power (5V USB or 9V DC, centre-negative).
  • TRS MIDI cables match the device’s Type A/B setting.
  • You’re using the latest firmware (see Firmware Updates below).
  • The device appears correctly in the Pirate MIDI Web Editor.

If issues continue, contact support and include:

  • Which device (e.g., Bridge6, Bridge4, Scribble, uLOOP+, Flexihub Lite)
  • Firmware version
  • Your setup description including cables you're using, pedals or hubs you're interfacing with, and step-by-step details of the issue.
  • Screenshots or short videos if possible

Email: support@piratemidi.com

2. Firmware & Software Support

Updating Firmware

All firmware updates are handled through the Pirate MIDI Web Updater:

https://update.piratemidi.com

If the updater doesn’t detect your device:

  • Try a different USB cable
  • Use another USB port
  • Reboot your computer
  • Avoid USB hubs
  • Try Chrome or Edge on desktop

Warning

Other browsers and mobile browsers will not work. Always use Chrome or Chromium browser on a desktop or laptop computer running MacOS or Windows. We do not support Linux devices.

Web Editor Issues

If the Web Editor doesn’t load or can’t connect:

  • Use Chrome or another Chromium browser on desktop or laptop only
  • Make sure your firmware is up to date. Older versions may be deprecated

3. Order & Shipping Support

Order Problems

Contact: support@piratemidi.com

Include:

  • Order number
  • Your name
  • Description of the issue

Shipping Delays

Pirate MIDI ships globally, but delays are common during:

  • Black Friday / Cyber Monday
  • Holiday seasons
  • Weather or customs/political events

If your tracking hasn’t moved for several days, email support@piratemidi.com and we’ll investigate.

Returns & Warranty

Pirate MIDI hardware includes a 12-month warranty against manufacturing defects.

For warranty claims:

  • Email support@piratemidi.com
  • Include proof of purchase
  • Describe the fault
  • Provide photos or video where possible

4. Community & Peer Support

Discord

Join the community for quick tips, presets, and help from other users.

Join by clicking this link

Email Support

For one-on-one help:
support@piratemidi.com

Response times vary depending on timezone (Australia-based), but we aim to reply within 1–2 business days.

5. Developer & Technical Integrations

Open-Source Resources

Some of Pirate MIDI products' firmware and software (e.g. ToneX One control firmware) is open-source.

GitHub organisation:
https://github.com/Pirate-MIDI

Issues should be reported in the relevant Discord support forum:

  • Firmware bugs
  • Feature requests
  • Web Editor issues

Custom Implementations

If you’re building advanced integrations using our Device API, you can join the Device API chat thread in our Discord server.

6. When to Contact Support vs. Search the Manuals

Contact Support If:

  • Your device won’t power on AND Firmware fails to update
  • The display is unresponsive after a Factory Reset
  • You believe the hardware is physically faulty
  • You need help with missing or incorrect orders

Check the Manuals First If:

  • You need help configuring presets or global settings
  • You’re setting up MIDI clock
  • You need TRS Type A/B info
  • You're learning the Web Editor

If you’re stuck, unsure, or something simply doesn’t make sense, please reach out. We build Pirate MIDI gear to be powerful, flexible, and rock-solid, and we’re always happy to help you get the most out of it.