Flag it in the shared thread with your EVEN team. Every campaign runs one, and anything raised there during a drop window is handled in real time.
Use the thread, not the fan address
[email protected] is the desk for fans. The shared campaign thread is for your team, and it goes straight to the people who can change something on a live campaign. Using it also keeps everyone on your side looking at the same history instead of chasing separate conversations.
What to include
Say what you're seeing, on what page or module, and when it started. If it's a fan-specific problem, the receipt number is the fastest way for support to find the order. Fans get a receipt number by email right after purchase.
The issue that comes up most
At unlock, the most common fan problem is a sign-in mismatch. The fix is for the fan to sign in with the exact phone number or email they used at checkout, using the same method. Some tracks also carry their own unlock dates and open automatically when the date arrives. If a fan is still locked out after that, they email [email protected] with their receipt number. Knowing this saves your team a lot of noise in release week.
Who's 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 is EVEN's throughout, so you're escalating, not handing over a queue.
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 that at kickoff rather than on launch day.