Authorized Support Contacts

Authorized support contacts let other people take part in your support tickets. A manager, a bandmate, or a colleague who handles your releases can receive your tickets and answer our questions directly, without needing your account login and without you having to forward every email.

You can authorize up to five addresses per account. Every address has to confirm by email before anything changes.

What an authorized contact can do

Once an address is confirmed, that person:

• Receives your account’s support tickets by email
• Can reply to those emails, and their reply is added to the ticket conversation
• Is listed under Shared with on the ticket when you open it in the help center

A ticket that person emails to support from their own address is linked to your account, so it shows up in your ticket list too.

What an authorized contact cannot do

Being an authorized support contact is not account access. A contact cannot:

• Sign in to your LabelGrid account
• See your catalog, royalties, or payment details
• Change anything in your account

They only take part in support conversations.

Add a support contact

1. Sign in to LabelGrid and open your account settings.
2. Go to Support contacts.
3. Enter the email address you want to authorize and submit it.

The address appears in your list straight away with a pending status, and we email that address a confirmation link.

A few addresses can’t be added

You can’t authorize your own account address, because it already receives your tickets. You also can’t add the same address twice on one account, and you can’t go over five contacts.

Confirmation

Nothing changes until the address confirms. The person you added receives an email titled Confirm your support access that names your account and their address, with a single button to confirm. Opening the link takes them to a confirmation page, and the change only takes effect once they click the button there.

A few things worth knowing:

• The confirmation link is valid for 7 days.
• If the invitation goes unanswered, we send one reminder a couple of days later.
• You can also send the invitation again yourself from Support contacts. There is a short wait between manual sends, so if you have just sent one, try again a little later.
• If they ignore the email, nothing happens. No access is granted.

Once they confirm, the contact’s status changes to verified and they start receiving your tickets from that point on.

Remove a support contact

Open Support contacts in your account settings and remove the address. From then on that person stops receiving your tickets and can no longer reply to them. Replies they already sent stay in the ticket history.

If you remove an address by mistake, you can add it again. It will go through confirmation once more.

See who is on a ticket

When you open a ticket in the help center, confirmed and pending contacts are listed under Shared with, just below the ticket reference. If your account has no authorized contacts, the row is not shown.

To see your tickets, go to My Support Tickets and sign in with your LabelGrid account.

Related

• Contact Support
• My Account