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What to do when things don't go according to plan
My player isn't working!
Is your album still on pre-sale? Previews are not available on tracks with a release date in the future. You can still display the tracklist be choosing "Publish as standalone w/ tracklist". The play buttons will appear on the album's release date. Have you switched themes since you installed the Single App? When Single is first installed, we add some theme assets into the theme you’re using. If you switch themes, it’s possible these didn’t transfer. Easy fix. Log into your Single Das
My fans aren't receiving their downloads!
Don't fear! We'll get to the bottom of it The most likely explanation is that the fan didn't enter an email address during checkout. This is a simple fix. For instructions on how to require this, check out our past support article. To investigate fan inquiries, navigate to the "Orders" tab inside your Single Dashboard. Here you can search fan emails or order numbers, and even resend the delivery email
I accidentally deleted a product from Shopify!
No worries! Your album still exists inside your Single dashboard - you won't need to recreate the album or reupload the tracks. To republish to Shopify, just follow these simple steps. 1.) Delete the remaining "album" and "track" products from your Shopify store that were associated with that release
Digital products aren't being marked as fulfilled in Shopify!
As we send out digital music, we automatically mark digital products as fulfilled inside of your Shopify Admin. Below are some basic troubleshooting steps you can take if this isn't happening. 1) Are the albums actually being delivered? The easiest way to check is inside your Single Dashboard under the "Orders" tab. This is a central place where you can see all orders for digital music, update fan email addresses and resend delivery emails. Within each order row are columns for "Fulfi
My totals look off!
Likely an easy fix... FYI here are the deadlines to report physical and digital to SoundScan. My "sold" numbers are off ! Did you tag physical or attach digital to Shopify products after they had already been on sale? No problem. Just let our support team know what date the products first went on sale. Our system can go back and pick up all orders w
How do I "archive and republish"?
Go to your digital release page... Archive the release using the button in the top corner Click "Archive Release" Click the republish icon in the top right corner If your goal is to generate a preview player, click "Publish