User GuideYour Account

Your Account

Everything about the account itself: who you are on ONCE, how to reach your settings, and what to do if access is restricted.

Where things live

Profile and display name

Your account has a first and last name. If you would rather show a stage name, edit your profile and fill in Public display name: when set, it appears on your public profile instead of your real name. Leave it empty to show your name as usual.

Your avatar picks up a subtle purple ring if you are an ONCE Insider.

Signing in

  • Forgot your password? Use Forgot Password on the login page and follow the reset email.
  • Prefer no password? Click Email me a login link instead on the login page. ONCE emails a one-time link that signs you in.
  • If you open a protected page while logged out, ONCE asks you to sign in and then returns you to the page you wanted.

For trouble confirming a new account’s email, see Getting Started.

Sign-in says it worked but you stay on the login page

Your password was right — the sign-in just didn’t stick in this browser. ONCE checks for the two causes and tells you which one it is right on the login page.

  • Your device’s clock is wrong. Your browser compares the sign-in it receives against your computer’s clock, so a clock that runs ahead treats a brand-new sign-in as already expired and drops it. Turn on automatic date and time in your system settings (Windows: Settings → Time & language → Date & time; macOS: System Settings → General → Date & Time), make sure the time zone is right too, then sign in again. A clock that is off by an hour or more is enough to cause this, and it explains why every browser on the same computer behaves the same way while your phone works fine.
  • Your browser is not keeping the cookie. An extension or a cookie-blocking setting can drop the one ONCE uses to remember you. Allow cookies for beta.once.app, or try a normal (non-private) window.

An emailed login link hits the same wall: it signs you in for one page, then the next page asks you to log in again. Fixing the clock or the cookie setting fixes both.

Deleting your account

Go to Settings → Account and click Request deletion. You confirm twice, including typing DELETE MY ACCOUNT. Deletion is reviewed: ONCE verifies the request, then takes down any live releases and removes your account and data. You can follow the request’s status on the same page (Received, In review, Completed) and cancel it while it is still open.

If your account is paused or flagged

Sometimes ONCE pauses an account to look more closely at something, most often a question about who holds the rights to a release. You get an email naming the release and saying plainly what is being checked.

What paused means

  • You can still sign in. Your dashboard, stats, and payout history all still work.
  • Nothing is taken down while the team looks.
  • Changes are locked: uploads, edits, distribution, withdrawals, and API access are unavailable until the pause lifts.
  • Every page shows a banner while this is on, and the account status page explains it in full.

Flagged for suspension is the more serious version. Your app access is paused and the email and login message say the account is scheduled for suspension in 24 hours. No catalog termination begins during that window. If the flag is cleared, access is restored; if not, the normal suspension and catalog termination process starts after the deadline.

What to do: reply to the email before the deadline in your notice, or write to hey@once.app. Attach any written authorization, license, or clearance you have for the release, and say so if you think the flag is a mistake. Sometimes it is a real problem; sometimes it is paperwork nobody knew about, like an uncleared sample or an undeclared cover. A real person reads every reply. Suspension reviews are the one thing that still runs over email, because a paused account cannot use ONCE Support.

Rights rejections at inspection are counted as strikes, and three end the account. See common inspection rejections for how to avoid them.

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