⚠️ CRITICAL WARNING: Contacting Third-Party Partners Under no circumstances should artists directly contact our partners, affiliates, Digital Service Providers (DSPs), or third-party services regarding issues with a label-managed release without prior consultation with our team.
Bypassing the label to contact partners directly is considered a severe breach of protocol and may result in the immediate termination of your release contract. Any necessary adjustments or troubleshooting must be routed through the label. If a partner requires information, they will reach out to our team directly. Please help us maintain our professional relationships by strictly adhering to this policy.
Official Support Hierarchy
When you need assistance, please escalate your inquiries following this order of priority to ensure the fastest response times:
1. Contract-Designated Emails (Primary Channel)
Your first point of contact should always be the specific email addresses and Release Managers provided in your signed contract. These contacts are assigned directly to your project and have immediate access to your release details.
2. Live Chat Support (Tier 2)
If you cannot locate your designated contact or need immediate general assistance, you can utilize the live chat available at help.tracks.id. Our dedicated support team monitors this channel and can route your issue to the appropriate department.
3. General Support Email (Last Resort)
If the above methods are unavailable, you may send an email to our general inbox at [email protected]. Please note that response times here may be slower as requests must be manually triaged and assigned.
Social Media Policy
Social media platforms are strictly for marketing and promotional purposes. We do not offer technical support, account assistance, or dispute resolution via social media. Any direct messages (DMs), comments, or mentions requesting help on Instagram, Facebook, X (Twitter), or TikTok will not reach our support team and will not receive a response.
Exception for DENAR RCRDS Artists
For artists specifically signed under DENAR RCRDS, the messaging system within LabelRadar is recognized as an official communication channel. However, while permitted, utilizing the primary channels listed above (contract emails and the Help Center) remains the strongly recommended best practice for faster and more organized resolutions.