Formatting a request to the Support

When addressing your Labels & Artists Support team, you should provide them with all the information they may need to resolve your issues in a timely matter.

Here are the most common requests the Support team gets and what information you should provide along with these requests:

Metadata changes

If you need to correct any metadata field in a particular release, you should send your Support team:

1. Your client number
2. Release's name
3. Release's UPC
4. Metadata field(s) to be corrected
5. Correction(s) to be made
6. Track number (if applicable)

Cover artwork replacement

If you wish to replace your release's cover artwork, you can see the dedicated process here.

Please make sure that the Metadata is matching the information mentioned on the cover. If not, please contact your support team to update the metadata before replacing the cover.

Audio file replacement

Like the cover artwork replacement, audio file corrections will be made by you directly in your Backstage, after asking your Support team to give you audio re-uploading rights. Send them the following information:

1. Your client number
2. Release's name
3. Release's UPC
4. Track(s) number(s) 
5. Track(s) name(s)

The release will appear under "Releases to correct" in the Catalog section of your Backstage, where you may re-upload your audio files. Automatic updates will be sent to the DMS.

 Artist page issues

If for some reason your album ended up on another artist's page, please send the following information to your Support team:

1. Your client number
2. Release name
3. Release's UPC
4. Release's link(s) to the store(s) in question
5. Artist name
6. the Artist page's link to the store(s) in question

If there are other artists' releases on your artist's page and you wish to remove them, please send your Support team the following information:

1. Your artist's page link
2. The link to the albums that should be removed from your artist's page

If your request concerns your artist's picture, please read this article.

Request for changing the preview timing

1. Your client number
2. UPC code 
3. Track name and  number
4. Timecode in seconds

Payment and Financial Report request

If your query is about a payment or financial report, please read this article.

Requests for multiple releases

If your request is related to multiple UPCs, please use the following format, without any content between the numbers:

36164XXXXXX65

37144XXXXXX63

32123XXXXXX91

32125XXXXXX76

If your release doesn't have a UPC yet, please use the digits from the Backstage link of your release, as shown below: