Support

    Support at ONCE as of right now

    TL;DR: NO EMAIL

    ONCE is built and run by a very small team. No trust funds or investors. So our support works differently. (Actually, like Amazon's.)

    Problem? This is the way: 1-2-3

    1. 1

      DOCS and CHAT

      Read the help docs. Or ask the app. Or vice-versa.

      Read the docsAsk the app

    2. 2

      COMMUNITY

      #help-needed on Discord has amazing Insiders who have dealt with the problem you're having and will help you. The ONCEhelp team is also there.

      Join the ONCE Discord

    3. 3

      REFUND

      Easy, no-questions-asked. No hard feelings. Go to Refunds & Deletion on your account dashboard.

      Request a refund

    If ONCE isn't right for you

    That's okay. If you need faster, more hands-on support than we can offer right now, we totally get it. There are lots of other distributors, and we know and respect a lot of the people who run them. For instance:

    • Symphonic is a great distribution solution. Jorge is awesome (he's the CEO.)
    • DistroKid is the big dog. Philip is a badass drummer and made this Awesome Thing back in the day.
    • And many more. We want you to get good music out, and it doesn't have to be through us.

    Why support works this way

    ONCE charges a flat 1 credit per organic/2 per AI release, no subscription, and 0% of your royalties. It works because we automate aggressively and lean on the community instead of staffing a round-the-clock support desk. We'd rather pass the savings to you than take a % of your money to cover overhead.

    ONCE returns money spent on AI to the musicians who trained it. (Check out the Artist Compensation Fund.) Every fee and where it goes is public in our transparency report.

    See the transparency report

    This is the way it works right now. We want ONCE to be great for everybody but if it's not great for you today, maybe it will be in a little while. Thanks for being here. It means a lot.

    -the ONCE team

    FAQ

    Are you guys crazy? Seriously, no email?!

    Probably crazy. But no, there's no email support. The docs, the in-app chat, and #help-needed on Discord get you an answer faster, and the ONCE team is in the Discord too.

    How do I request a refund?

    Sign in, open Refunds & Deletion from your account dashboard, and click Request refund. Track the status (Received, In review, Refunded, Not approved) and cancel anytime while it's still open. Approved refunds return to your original payment method. Refunded credits take down their respective releases; unspent credits come off your balance.

    Will support change as ONCE grows?

    Likely. As the platform automates more and the community grows, this should keep getting better. This page reflects where we are today, we'll be better tomorrow.