How to Contact Support and What to Expect
How to reach support and what help is available
How to Contact Support and What to Expect
We're here to help you succeed with your copyright preparation. Here's how to reach us and what to expect.
How to Contact Us
Primary Support Channels
Email Support
Best for: Detailed questions, technical issues, account problems
- Send detailed explanation of your question or issue
- Include relevant screenshots if applicable
- Reference your track or account information
- Typical response time: Within 24 hours (business days)
In-App Support (Dashboard)
Best for: Quick questions while working in your account
- Access from any page in your dashboard
- Automatically includes your account context
- Links directly to relevant documentation
- Same support team as email
Self-Service Resources
Before contacting support, check if your answer is here:
- Knowledge Base - Comprehensive articles on common topics
- FAQs - Quick answers to frequent questions
- Wizard Contextual Help - Guidance within each section
- Evaluation Recommendations - Specific feedback on your work
What We Can Help With
Technical Issues
- Login or access problems
- Wizard not saving properly
- File upload issues
- Documentation download problems
- Account management questions
- Payment or billing issues
Process Questions
- Understanding your evaluation
- Interpreting recommendations
- How to improve your score
- Next steps after assessment
- DIY filing guidance
- Filing service questions
Content Guidance
- How to describe your contributions effectively
- What qualifies as human authorship
- Strengthening weak areas
- Understanding Copyright Office requirements
- General copyright questions
Service Information
- Package options and features
- Upgrade possibilities
- Timeline expectations
- Refund policies
- Service limitations
What We Cannot Help With
To set proper expectations:
Legal Advice
We are not lawyers and cannot provide legal advice. For complex legal questions:
- Consult an intellectual property attorney
- Seek professional legal counsel
- Contact a copyright lawyer
We can explain Copyright Office requirements and our service, but not advise on legal strategy.
Creating Your Story
We provide guidance, but we cannot:
- Write your narrative for you
- Tell you what creative work you did
- Fabricate contributions you didn't make
- Decide what's true about your process
Your narrative must authentically reflect YOUR creative work.
Copyright Office Decisions
We cannot:
- Guarantee copyright approval
- Override Copyright Office decisions
- Predict with certainty what they'll decide
- Appeal on your behalf (unless using filing service)
Track Production
We don't offer:
- Music production services
- Track recreation or "fixing"
- Studio work
- Audio engineering services
We work with your completed music to prepare copyright documentation.
Response Times
Typical Response Times
- Technical issues: Same day or within 24 hours
- Simple questions: Within 24 hours
- Complex questions: Within 48 hours
- Account issues: Priority handling, often same day
Business Hours
Monday-Friday, 9 AM - 5 PM Eastern Time
Emails received outside business hours will be answered on the next business day.
What Affects Response Time
- Time of day/week you contact us
- Complexity of your question
- Whether we need additional information
- Current support volume
Getting the Best Help
Provide Complete Information
Include in your support request:
- Account email - So we can locate your account
- Track name - If asking about specific assessment
- Specific question or issue - Detailed description
- What you've already tried - Helps us avoid repeating steps
- Screenshots - If relevant to technical issues
- Error messages - Exact text of any errors
Be Specific
Instead of: "My score is low, help"
Say: "My evaluation score is 55 with low marks in Human Creative Control. I described my prompting process in detail but still scored low in that category. Can you help me understand what I'm missing?"
One Issue Per Request
For faster resolution:
- Focus each message on one main question or issue
- Separate unrelated questions into different requests
- This helps us route to the right specialist
- Ensures nothing gets missed
Common Support Scenarios
"I'm Stuck on the Wizard"
We'll help by:
- Explaining what each section is asking for
- Providing examples relevant to your situation
- Clarifying Copyright Office requirements
- Suggesting how to think about your contributions
"I Don't Understand My Evaluation"
We'll help by:
- Breaking down what your score means
- Explaining specific recommendations
- Clarifying which areas need improvement
- Suggesting concrete next steps
"How Do I Improve My Score?"
We'll help by:
- Identifying easiest improvements first
- Explaining what strong narratives include
- Providing examples of effective descriptions
- Guiding your refinement process
"Something's Not Working"
We'll help by:
- Troubleshooting technical issues quickly
- Identifying browser or system problems
- Providing workarounds if needed
- Escalating to technical team if necessary
Support Philosophy
Our approach to support:
Educational
- We teach you to understand the process
- We explain the "why" behind requirements
- We build your long-term capability
- We don't just give answers—we help you learn
Empowering
- We help you succeed on your own
- We provide tools and knowledge
- We support your chosen path (DIY or filing service)
- We don't create dependency
Honest
- We tell you the truth about your situation
- We're realistic about approval chances
- We don't make false promises
- We respect your intelligence
Responsive
- We reply promptly
- We follow up until resolved
- We keep you informed
- We're here when you need us
Escalation Process
If your issue requires special attention:
- Initial support response - First-tier support addresses most issues
- Specialist review - Complex questions go to subject matter experts
- Management review - Serious issues escalate to leadership
- Resolution - We work until your issue is resolved
Feedback Welcome
We want to improve. Please share:
- Suggestions for better documentation
- Feature requests
- Process improvement ideas
- What's working well
- What could be better
Emergency Issues
For urgent problems:
- Account locked or inaccessible - Email immediately
- Payment problems - Contact us right away
- Filing deadline concerns - Let us know ASAP
- Lost work - Reach out for recovery assistance
Mark urgent requests as "URGENT" in subject line.
Ready to Get Help?
Don't hesitate to contact us. We're here to help you succeed with your copyright preparation.
Remember: There are no stupid questions. If you're unsure about something, ask. That's what we're here for.