Opening a ticket
Go to Support in your dashboard and open a new ticket. Include as much specific detail as you can up front — the release name and ID if it's release-related, the exact error message if something failed, dates and amounts for billing/payout questions. Specific details get you a faster, more useful first response than a general description, since our team doesn't have to go back and forth just to gather basic context.
Response times by plan
- Artist: 24-hour support response.
- Artist Pro and Label: 6-hour priority support response.
- Artist Partner Program: a dedicated account representative, generally faster and more direct than the standard queue.
These are response-time targets for an initial reply, not a guarantee of full resolution within that window — some issues (a payout investigation, a store-side delivery question) genuinely take longer to resolve even once someone has responded and started working on it.
Support is available even with a lapsed subscription
If your subscription has expired and your account is in limited access mode (see "Can I cancel anytime?" and "What happens if my payment fails?"), you can still open and follow up on support tickets. This is intentional — tickets are tied to your account and your existing catalog, not gated behind an active subscription, since you may well need support specifically because you're trying to sort out a billing issue.
What tickets are, and aren't, for
Tickets work well for account-specific issues: a release stuck in delivery, a payout question, a billing problem, a copyright report, a suspension appeal. For general "how do I..." questions, check this Help Center first — you'll often get a faster, more complete answer than waiting for a ticket reply, and it's available 24/7 without any wait at all.