Post it in the shared thread with your EVEN team. Every campaign runs one, and your EVEN team handles what lands there.
Where to raise a campaign issue
[email protected] is the address for fans. The shared campaign thread is for your team, and it reaches the people who can change something on a live campaign. It also keeps everyone on your side reading the same history instead of running separate conversations.
What to include
Say what you are seeing, which page or module it is on, and when it started. If the problem is specific to one fan, send the receipt number, which is the fastest way for support to find the order. Fans get one by email right after they buy.
The issue that comes up most
At unlock, the most common fan problem is a sign-in mismatch. The fix is simple. The fan signs in with the exact phone number or email they used at checkout, by the same method. Knowing this one saves your team a lot of panic in release week. Some tracks also carry their own unlock dates and open on their own when the date arrives. If a fan is still locked out after all that, they should email [email protected] with their receipt number.
Who is on the other end
A dedicated team across Client Services and Artist Relations sits in the shared thread with your team, from kickoff through the campaign. Fan support stays with EVEN throughout, so raising an issue in the thread never moves a support queue onto your team.
Coverage through the drop window
Drop windows carry uptime and response commitments, and your EVEN team confirms the coverage commitment for your specific window during setup. Settle it at kickoff so nobody is asking about it on launch day.