Help Centre

Raising a support case

Our working hours are Monday to Friday 9:00am to 5:00pm GMT excluding bank holidays in England.

Please note - we have an IT team for the Lucky Voice software itself and not for the Audio / TV / screen issues.

Need help with Karaoke Setup?

Not sure how to get your mixers, speakers, or microphones working perfectly? Whether you're starting from scratch or just need help fine-tuning your AV setup, we’ve got you covered.

We partner with PSA, the expert team behind the AV installations at all our Lucky Voice karaoke bars, to help you create a professional, seamless karaoke experience.

From full venue installations to last-minute tech support, PSA can help with:

  • Mixer and sound system setup

  • Microphone and wireless configurations

  • Screen and projector installation

  • Troubleshooting and optimisation

Need an introduction? Just drop us a message and we’ll connect you directly with the PSA team.

Marketing

When you are with us, you are part of our band. You have full use of the “Powered by Lucky Voice” brand and marketing materials to support communications.

IT FAQs - Troubleshooting & Support

  • Try restarting the Lucky Voice Enterprise app. Just type your management code + R in the search bar (e.g., 1234R). This solves most common issues.

  • You’ll need to reboot the pod:

    • Hard Reboot: Hold the physical power button for 10 seconds.

    • Soft Reboot: Tap the start button on the touchscreen and select Restart.

  • Go through this checklist:

    1. Test sound outside the software: Exit Lucky Voice and play a YouTube video.

    2. Still no sound?

      • Open the sound mixer and check the Lucky Voice volume slider.

      • Confirm the speakers are on and plugged in.

      • Try different USB/audio ports or swap in a different speaker.

    • Make sure your TV/second screen is powered on before the PC.

    • If displays are swapped:

      • Tap “Switch screen placement” at the bottom of the lyrics screen.

      • Or exit the software → right-click desktop → Display Settings → set the touchscreen as your main display.

    1. Check internet connection – reconnecting should unlock the pod.

    2. Still locked? Contact your account manager or call us on 01322 721372.

  • Support hours: Mon–Fri, 9am–5pm GMT (excluding UK bank holidays)

  • To get your issue resolved faster, please include:

    • Your business name and venue

    • The pod ID (if known)

    • Preferred contact method + details

    • A clear description of the issue and what steps you've already taken

    • Ensure the karaoke PC is powered on and connected to the internet for remote access

    • In the song search bar, type your management code + E to exit, or + R to restart (e.g., 123456e)

    • Or press Alt + F4 on a keyboard