1. When should I open a support ticket for a release?
We recommend opening one when:
Your music does not appear in a store after the usual timeframes.
Your release is on another artist's profile.
There are errors in titles, credits, covers, or territories.
You detect potential unauthorized uses or copyright issues.
2. What information is essential when reporting a problem?
Whenever possible, include:
Artist name and release title .
UPC of the release.
ISRC of the affected tracks (if applicable).
Links to the store where the problem is seen (or where the content does not appear).
Screenshots, if they help.
The more information you provide, the faster we can help you.
3. How long does it usually take to respond to and resolve a ticket?
The time depends on the type of issue:
Simple queries: are usually resolved faster.
Issues that require intervention from external stores (Spotify, Apple, etc.) may take longer, as we depend on their deadlines.
We always try to give you an initial response as soon as possible and keep you informed if the case requires more time.
4. What do I do if my problem is urgent because the launch is coming soon?
In urgent cases:
Clearly indicate in the subject line that this is an urgent case / imminent launch .
Include the release date and the affected store.
Provide all the data (UPC, screenshots, links) in the first message.
This allows us to better prioritize your request within the support queue.