EVEN supports fans across every module: music access, orders, shipping, payments, chat, presales and hotels. A fan writes to one address and EVEN handles the question from there. Fan satisfaction sits at 97%.
What that means for your team
Your team never has to staff a support queue for a release. Fan support belongs to EVEN from kickoff, through the campaign and after it ends, so label and management can stay on the rollout rather than on sign-in problems and shipping questions.
What fans actually write in about
Most questions are about access. The single most common one is a sign-in mismatch. A fan buys using their email, then tries to sign in with Google or Apple and cannot find the purchase. The payment is always valid in these cases, and support resolves it from the receipt. Knowing this one saves your team a lot of panic in release week.
Hours
Fans reach support at [email protected], answered Monday through Saturday, 9 AM to 6 PM ET. Your EVEN team confirms the coverage commitment for your specific drop window during setup.
Escalating during release week
Use the shared thread with your EVEN team, not the fan support address. The thread runs from kickoff through the campaign and is the fastest route to whoever needs to act.
Refunds
Digital sales are final. The one exception is a digital pre-order, which a fan can cancel before release. Merchandise that never arrives and fraudulent purchases are handled case by case, with proof. Chargebacks net out of reporting and payouts automatically, and EVEN contests them as merchant of record.