Troubleshooting Common Issues

Find answers to the most common issues our users encounter. If you can’t find what you’re looking for, you can submit a support request.

:::tip Check service status first If LabelGrid isn’t working as expected, check the LabelGrid status page to see if there’s an ongoing service disruption before contacting support. :::

Release & Distribution Issues

My release is not showing on Spotify / Apple Music / other platforms

This is usually a timing issue. Releases take time to appear on streaming platforms after distribution.

Typical lead times:

• Spotify: 2-5 business days
• Apple Music: 1-3 business days
• Amazon Music: 2-5 business days
• Deezer: 2-4 business days
• TikTok/Instagram: 3-7 business days
• YouTube Music: 2-5 business days

What to do:

1. Check your release date - platforms won’t show content before the release date
2. Verify the delivery status in LabelGrid under Releases → [Your Release] → Distribution
3. Look for “Delivered” status - this means we’ve sent it, but the platform is still processing
4. Wait the full lead time before contacting support

Still not showing after the lead time? Check if:

• The release passed validation without errors
• All required metadata is complete
• The release wasn’t rejected by the platform (check for error messages)

See also: Lead Times | Monitoring Deliveries

---

My release is stuck in “Pending” or “Processing”

Releases go through several stages before delivery:

1. Draft - Still being edited
2. Pending Review - Waiting for our quality check
3. Processing - Being prepared for delivery
4. Delivering - Being sent to platforms
5. Delivered - Successfully sent

If stuck in Pending Review:

• Review times vary depending on your plan and any specific service agreements
• Check your email for any requests for changes
• Contact support if you have questions about your review status

If stuck in Processing:

• Audio files are being encoded and packaged
• Large releases or high-resolution audio take longer
• Usually completes within a few hours

If stuck in Delivering:

• Some platforms have slower intake queues
• This can take 24-48 hours for some DSPs

---

Changes Required vs. Rejected — what do I do?

LabelGrid reviews every release before distribution, and the review reaches one of two outcomes when it isn’t approved. They are not the same thing:

Changes Required (fixable). Our review found issues you can correct — common ones include metadata formatting, unmarked explicit content, audio quality, artwork problems, or an uncleared cover/sample. Your release is unlocked so you can fix it:

1. Read the required changes in your release details (or the issues dialog).
2. Make the corrections.
3. Click Resubmit for Review.

Rejected (terminal). Rejected is reserved for serious policy violations. A rejected release is permanently locked — it cannot be edited or resubmitted, and it won’t be distributed. There’s no “fix and resubmit” path:

1. Read the rejection reason in your release details.
2. Contact support to understand the specific reason and discuss your options.
3. If you believe the rejection was a mistake, you can appeal — see Appealing a rejection.

For a full walkthrough of both outcomes, see Validation and Review.

See also: Content Guidelines | Cover Song Licensing

---

Some tracks are missing from my release on streaming platforms

If your release appears but some tracks are missing:

• Check track availability settings - Some tracks may be set to specific territories only
• Explicit content - Some platforms filter explicit tracks in certain regions
• Audio issues - Individual tracks may have been rejected for quality
• Processing delay - Sometimes tracks process at different speeds

---

Wrong information showing on streaming platforms

If metadata is incorrect on platforms after delivery:

• Recent change? Updates take 3-7 days to reflect on platforms
• Made changes in LabelGrid? You need to redistribute after editing
• Platform-specific issue? Some platforms cache data longer

To update metadata:

1. Edit your release in LabelGrid
2. Click “Redistribute” to send the updates
3. Wait for the lead time for changes to appear

Can I rename my whole catalog at once?

We strongly recommend against renaming a whole catalog. Title changes ripple out to every store and can disrupt links, playlist placements, and search results, so keep any title-text changes minimal and only change what’s truly necessary.

There is no self-serve bulk rename — renaming is done per release. To change a release title or its track titles, edit that release in LabelGrid and click Redistribute to push the updates (see To update metadata above).

Support can’t perform a bulk rename on your behalf either. If your account has API features enabled, you could update titles release by release through the API, but there’s no bulk-rename tool in the app or on the support side.

---

Streaming Platform Issues

My music is on Spotify but I can’t find it when I search

Spotify search can be tricky. Try:

• Search for the exact release title
• Search for artist name + track name together
• Check if you’re searching in the correct Spotify region
• Look under the artist profile directly
• Wait 24-48 hours after delivery - search indexing can lag

---

Release showing under wrong artist on Spotify/Apple Music

This usually happens when:

• Artist name matches another artist exactly
• The platform’s algorithm linked it incorrectly
• Artist profile wasn’t claimed before release

To fix:

1. Check your artist profile is set up correctly in LabelGrid
2. Claim your artist profile on Spotify for Artists / Apple Music for Artists
3. Request a correction through the platform’s artist tools
4. Contact support if the issue persists

See also: Claiming Your Artist Profiles | Artist Profile Issues

---

My release is on Apple Music but not iTunes Store (or vice versa)

Apple Music (streaming) and iTunes Store (downloads) are separate:

• Check your distribution settings - you may have only selected one
• Some content types are only available on streaming
• Processing times differ between the two services

---

Payment & Royalty Issues

When will I get paid?

LabelGrid pays royalties on a regular schedule:

• Royalty reports typically arrive from DSPs 1 to 3 months after the streams happen — this reporting delay is set by the DSPs, not by LabelGrid
• Payments are processed monthly
• Minimum payout thresholds apply
• Check Royalties → Payment Schedule for your next payment date

See also: Payment Schedule

---

My streams aren’t showing in reports

Streaming data isn’t instant:

• Platforms report monthly - There’s a 1-3 month delay
• Processing time - We need time to process and verify data
• Check the reporting period - Make sure you’re looking at the right date range

See also: Understanding Reports

---

I think my stream counts are wrong

Stream counting can seem inconsistent because:

• Platforms have different counting rules (30 seconds for Spotify, etc.)
• Free tier streams pay differently than premium
• Some plays don’t count (skips, offline without sync, etc.)
• Regional differences in reporting

See also: How Streaming Works

---

Account Issues

I can’t log in to my account

Try these steps:

1. Use the Forgot password? link to reset — we’ll email you a secure, single-use link to choose a new password. See Reset Your Password
2. Check if you’re using the correct email address
3. Clear your browser cache and cookies
4. Try a different browser or incognito mode

If you’ve turned on two-factor authentication and can’t get a code from your authenticator app, use one of your saved recovery codes — or, if you’re out of recovery codes, contact support. See Two-Factor Authentication (2FA).

Seeing a “Subscription Expired” or “Account locked” message?

If you can sign in but hit a full-page “Subscription Expired” card, or you’re signed out with an “Account locked” message, the cause is your account status — not your password, so resetting it won’t help. See Account Access and Status for what each message means and how to restore access.

---

I need to change my email address

To change your account email:

1. Open your profile menu in the top-right corner and select My Account
2. Click Account Information in the sidebar
3. Enter your new email address in the Email field and click Submit
4. Check your new inbox for a verification link and click it to confirm the change

For more detail, see Changing your email.

---

Still Need Help?

If you couldn’t find the answer to your question:

• Check the status page to confirm there are no ongoing platform issues
• Submit a Support Request if the problem persists

When contacting support, please include:

• Your release name and UPC (if applicable)
• Which streaming platforms are affected
• Screenshots of any error messages
• Steps you’ve already tried