ONCE Support
ONCE Support is the assistant built into the app, reachable from any page. It answers from these docs, can see your account, and can act on it.
ONCE does not offer email support. The one exception is a paused or suspended account, which cannot use the in-app chat.
What it can do
- Look up releases — by name (“is Midnight Drive still in review?”) or by status, with a direct link to the release page.
- Explain a rejection — quotes the reviewer’s note and the fix.
- Edit metadata — “change the genre on my latest release” pulls up the release; you confirm before anything is submitted. See Changing a Release.
- Navigate the app — “open the payouts page” takes you there.
- File tracked requests — refunds and artist profile remaps, with a status you can follow.
- Work stuck releases in the background — a progress card stays in the conversation and it posts the result in the same thread. If it can’t finish a fix safely, it says so.
What it cannot do
- Build or submit a release, map artist IDs for a first release, generate images, replace files, or run takedowns. Use the main chat agent for those (see Releasing Music) and the release page for edits and takedowns. Destructive actions are never automatic.
- Navigate you to sites outside ONCE.
- Change royalty splits after they are active, or move music between artist profiles at a store. Those go to the team.
Alerts
Alerts are messages ONCE Support sends you unprompted — a rejected release, an edit that was applied. They show up in your conversation history with an Alert badge, and the ONCE Support button glows until you open it.
These are separate from the bell in the header, which carries release, payout, and account notifications.
History
History (next to the close button) has your previous conversations. A conversation stays open until it’s resolved, so you can keep adding details. Closed or long-quiet conversations become read-only; start a new one to pick things back up. Anything passed to the team stays in History with the details recorded.
Screenshots
Paste a screenshot into the message box to show exactly what you’re seeing. Easiest way to get a useful answer.
Page snapshots are optional and off until you allow them. The first time you use ONCE Support it asks whether it may capture the ONCE page you’re on before each reply. If you allow it:
- It sees only the once.app page you’re viewing. Never your desktop, other tabs, or other sites.
- Snapshots are stored privately per session, may be reviewed by ONCE staff, and are processed by OpenAI under API terms that do not use your data for training.
- Change your answer any time in My Account under ONCE Support Page Snapshots.
Declining costs you nothing; ONCE Support works normally without them.
When you need a person
Start a thread in #help-needed in the ONCE Discord. That’s where the team picks up rights and identity reviews, payout questions needing manual handling, and anything ONCE Support couldn’t resolve. One thread per request, with the release title, what you were trying to do, and what happened instead. See Posting in #help-needed.
Report a bug by describing it to ONCE Support here in the app, with a pasted screenshot. That keeps the report, the screenshot, and the team’s reply in one thread you can follow.
Replies come as the team is able. There is no guaranteed turnaround.
Helping other artists
A lot of what gets answered in the Discord gets answered by other artists, not by us. That earns XP toward community levels, and the top two levels pay ONCE credits. Reporting fraud you spot earns XP too.