Support
Support at ONCE as of right now
We want to be upfront about this
ONCE is built and run by a small founding team. We don't have trust funds or investor money because we want to serve music-makers, not shareholders. We DO have other jobs. So we need to do support as efficiently as possible.
Got an issue? This is the way: 1-2-3
2
COMMUNITY
#help-needed on Discord has amazing users who have had the same problem and will help you.
Join the ONCE Discord3
REFUND
Easy, no-questions-asked. No hard feelings. Go to Refunds & Deletion on your account dashboard.
Request a refund
EMAIL IS BY FAR THE SLOWEST
- We'd LOVE to talk to everyone, but we just can't answer hundreds of emails a day right now.
- There's no such thing as a musical emergency. We can't do URGENT right now either.
The 3 steps above are the move.
If all else fails, of course you can email us at hey@once.app, but... There's gonna be a wait. We will get to you eventually.
If ONCE isn't right for you
That's genuinely okay. If you need faster, more hands-on support than we can offer right now, we totally get it. ONCE isn't right for everyone. There are hundreds 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 human/2 per AI release, no subscription, and 0% of your royalties. That only holds together 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 charge more to cover overhead you probably don't need.
A handful of independent music-makers, not investors, decide how ONCE works. We are the only company that takes money spent on AI music and pays it back to the musicians who trained it. Every fee and where it goes is public in our transparency report, including what goes to the Artist Compensation Fund.
See the transparency reportFAQ
Are you guys crazy? Seriously, no email?!
Probably crazy. You can email hey@once.app. But for real, it's the worst option.
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.