Support Page added

Author: simonaglover95

docs/support/index.md

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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.
+
+---
+
+## Quick Links
+- [**Contact form:**](https://www.piratemidi.com/pages/contact) 
+- [**Firmware updates:**](https://update.piratemidi.com)
+- [**User manual PDFs:**](https://learn.piratemidi.com/downloads/user-manuals)
+- [**Order status:**](https://piratemidi.com) Check your confirmation email or log in to your Pirate MIDI store account
+- [**Returns & warranty:**](mailto:support@piratemidi.com) email us!
+
+---
+
+# 1. Product Support
+
+## 1.1 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**](https://update.piratemidi.com) (see Firmware Updates below).  
+- The device appears correctly in the [**Pirate MIDI Web Editor**](https://edit.piratemidi.com).
+
+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
+
+## 2.1 Updating Firmware
+All firmware updates are handled through the **Pirate MIDI Web Updater**:
+
+[https://update.piratemidi.com](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.
+
+## 2.2 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
+
+## 3.1 Order Problems
+Contact: **support@piratemidi.com**
+
+Include:
+- Order number  
+- Your name  
+- Description of the issue
+
+## 3.2 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.
+
+## 3.3 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
+
+## 4.1 Discord
+Join the community for quick tips, presets, and help from other users.
+
+Join by clicking [this link](https://discord.gg/x722K7ksA6)
+
+## 4.2 Email Support
+For one-on-one help:  
+[**support@piratemidi.com**](mailto: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
+
+## 5.1 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/piratemidi
+
+Issues should be reported in the relevant Discord support forum:
+- Firmware bugs
+- Feature requests
+- Web Editor issues
+
+## 5.2 Custom Implementations
+If you’re building advanced integrations using our Device API, you can join the [Device API chat thread](https://discord.com/channels/1026256363174764647/1027400607788703844) 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.