Frequently Asked Questions
Quick answers to common questions about using Metrognome.
Account
How do I reset my password?
Click Forgot Password on the login page and enter your email. You'll receive a link to create a new password. The link expires after 1 hour.
Can I change my email address?
Yes. Go to Account → Profile and update your email address.
How do I delete my account?
Contact us at support@metrognome.com to request account deletion. We'll remove your data within 30 days per our privacy policy.
I'm not receiving emails from Metrognome. What should I do?
Check your spam or junk folder first. Add noreply@metrognome.com to your contacts to prevent filtering. If emails still don't arrive, contact support.
Booking
How far in advance can I book?
Most spaces allow bookings up to 30 days in advance. Some popular spaces may have longer or shorter windows.
Can I book recurring sessions?
Yes! When booking, select Recurring to set up weekly or monthly sessions at the same time.
What if I need to cancel?
You can cancel from My Bookings in your account. Cancellations made 24+ hours before your booking receive a full refund. Cancellations within 24 hours are not refundable. See Managing Reservations for details.
Can I modify an existing booking?
Yes. Go to My Bookings, find your reservation, and click Modify. You can change the date, time, or duration if availability allows.
What if I arrive late?
Your booking time remains the same. Arriving late does not extend your session, and we can't offer partial refunds for unused time.
Can someone else use my booking?
Yes. Just make sure they have the access code from your confirmation email. The booking remains under your name and account.
Access & Entry
How do I get into the space?
You'll receive access codes via email before your booking. Some locations use key lockboxes, door keypads, or staff check-in. Your confirmation email explains the specific access method.
What if my access code doesn't work?
First, double-check the code in your email. If it still doesn't work, call the emergency number listed in your booking confirmation for immediate help.
When do I receive my access code?
Access codes are typically sent 1-2 hours before your booking starts. For early morning bookings, you may receive them the night before.
Can I arrive early?
Only if the room is unbooked before your time. If someone else has the room, you'll need to wait until your booked start time.
Monthly Lockouts
What is a monthly lockout?
A lockout gives you exclusive 24/7 access to a dedicated room. You pay a monthly fee and can use the space anytime without booking individual sessions.
What's included in a lockout?
You get the room, any built-in equipment (varies by room), storage space, and your own access credentials. Check the specific room listing for equipment details.
Can I share my lockout with others?
For personal lockouts, the space is for your use only. If you want to share with bandmates or colleagues, set up a team account instead.
How do I cancel my lockout?
Lockouts require 30 days notice to cancel. Go to Account → Subscriptions or contact support@metrognome.com.
Can I switch rooms?
Subject to availability. Contact support to discuss transferring your lockout to a different room.
Payments & Billing
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Apple Pay, and Google Pay.
When am I charged?
For hourly bookings, you're charged when you confirm the booking. For monthly lockouts, you're charged on the same day each month.
How do refunds work?
Refunds for eligible cancellations are processed to your original payment method within 5-10 business days.
What if my payment fails?
You'll receive an email notification. Update your payment method in Account → Payment Methods. For recurring bookings or lockouts, we'll retry the charge before canceling.
Where can I find my receipts?
Go to Account → Billing to view and download receipts for all your payments.
Do you offer credits or gift cards?
Team accounts can purchase credit balances. We don't currently offer gift cards for individual accounts.
Credits
What are credits?
Credits are prepaid booking balances for team accounts. Team members can book spaces using credits instead of personal payment methods.
How do I add credits to my team?
Team admins can add credits from the team dashboard under Billing → Add Credits.
Do credits expire?
Yes. Credits expire 18 months from purchase. You'll receive a reminder email before any credits expire.
Can I transfer credits between teams?
No. Credits belong to the team account and can't be transferred.
Can team members use their own personal credits?
Yes. If your team's credit balance is low, your personal credits will automatically cover the difference. Team credits are used first, then personal credits kick in if needed. This lets you continue booking even if your team's balance runs out.
Locations & Spaces
Where are your locations?
Visit metrognome.com/locations for a full list of our studio locations, addresses, and available rooms.
What equipment is provided?
Each room has a detailed equipment list on its booking page. Common items include drum kits, amps, PA systems, and microphones. Bring your own instruments, drumsticks, and cables.
What are your hours?
Most locations are available 24/7 for bookings. Some have staffed hours for check-in support. See individual location pages for details.
Is parking available?
Parking varies by location. Check the specific location page for parking information and nearby options.
Are the spaces soundproofed?
Yes. Our studios are designed for music practice and recording with professional soundproofing.
Teams & Organizations
What is a team account?
A team account lets groups like bands, schools, or companies manage bookings together with shared billing. See Teams & Organizations.
How much does a team account cost?
Creating a team is free. You pay only for the bookings or lockout room your team uses, with commercial pricing available for businesses.
Can I be on multiple teams?
Yes. Your personal account can be a member of multiple teams while maintaining your own individual booking ability.
Still Have Questions?
Need help? Contact us at support@metrognome.com.