ArchClient Support

Effective date: September 23, 2026

The ArchClient app is made by ArchSoftware LLC and provided to you by your music school. Whether you are a parent or guardian or an adult student, most questions are for your school; a few are for us. Here is who to ask for what.

Ask your school first

Your school runs your lessons and your account. Contact your school (its details are in the app under School Info) for anything about:

Lessons and scheduling — times, teachers, make-ups, cancellations, reschedules.
Billing — invoices, balances, payments, refunds. The app shows your balance; your school handles the money.
Your account — activating a new account, an invitation email that did not arrive, adding a second parent or guardian, a student who is missing from your account, or changing the name, email or phone on file.
Correcting information — a wrong date of birth, a lesson note you have a question about, anything about your or your student's records.
Event tickets — tickets are bought on your school's website, so ticket questions go to the school.

Ask ArchSoftware about the app itself

Email support@archsoftware.co for problems with the software:

the app crashes, will not open, or shows an error;
you cannot sign in even though your school says your account is active;
notifications, Face ID / fingerprint unlock, calendar export, reminders or sharing are not working;
something on screen is clearly broken or wrong in a way your school cannot fix;
a question about our Privacy Policy or Terms of Use.

We reply within two business days. We are a small team in Dallas, Texas; we answer in order, and urgent sign-in problems first.

Reporting a problem

The fastest way is from inside the app: open the avatar menu → Help → Report a problem. Describe what happened and, if it helps, attach a screenshot. The report reaches your school's staff and, for software problems, us — and it includes a description of your device so we can reproduce the issue.

If you cannot get into the app, email support@archsoftware.co and tell us:

your school's name;
the email address on your account (never your password — we will never ask for it);
what you tapped and what you saw, including the exact wording of any error;
your phone model and whether you are using the app or a web browser.

Please do not include your student's details beyond their first name; we do not need them to fix a software problem. The same goes for questions you type into the in-app Help assistant: leave out names, phone numbers and health details.

Deleting your account

You can ask for your account to be deleted at any time. There are two ways to ask, and there is a page that explains the whole thing: https://www.archsoftware.co/delete-account.

In the app (the quickest way): open the avatar menu → Delete my account and confirm.
By email, if you cannot get into the app: email your school to request deletion of your account. If it does not respond within a reasonable period of time, write to support@archsoftware.co from the email address on your account, with the subject "Delete my account" and your school's name.

Your school confirms the request, we delete your account within 30 days, and we email you when it is done.

What we delete. Your sign-in (email address and password), your sessions on every device, your push-notification tokens, any sign-in saved on your phone for Face ID, Touch ID or fingerprint unlock, the analytics identifier for your installation of the app, your profile and settings, and the content your family created in the app — your messages to the front desk and your requests. If you sent us a problem report, the report itself is kept for your school's records so the fault can still be fixed, but your name is removed from it.

What your school keeps. Your student's lesson history, attendance, teacher notes, homework, invoices and payments. Those are your school's records, not ours. Your school keeps them under its own retention policy and the law — business and tax records have to be kept for a period, and if your student comes back their history is still there. These records also live in your school's scheduling and billing system, which is a separate system the app only reads from.

Deleting your account does not withdraw you or your student from lessons, and it does not remove you from your school's scheduling and billing software platform. Talk to your school about that separately.

Notifications, reminders, Face ID

Notifications are turned on and off in your phone's Settings for the app.
Practice reminders are set in the app and ring on your phone only; they are not stored by us, so they do not carry over to a new phone — set them again there.
Face ID / Touch ID / fingerprint unlock is turned on and off under My Account in the app. If your phone's Face ID or fingerprints change, the app will ask for your password once and you can turn unlock back on.

Privacy and terms

Privacy Policy: https://www.archsoftware.co/privacy
Terms of Use: https://www.archsoftware.co/terms
Delete my account: https://www.archsoftware.co/delete-account

ArchSoftware LLC · Dallas, Texas · hello@archsoftware.co