Getting Help
By John Cleary and David Slitzky Last updated
Who this is for
Something is not working, or you need a change only keysig can make.
How to reach us
Email hello@keysig.co. Contact us, in the account menu, opens a message to that address. There is no ticket system and no chat; a person reads the mailbox and replies by email. For questions about your data, write from the email on your account, because that is how we know it is you.
Check Troubleshooting first: most of what people write in about has a fix you can do yourself.
What to include
- The email on your keysig account.
- The title of the agreement, if it is about one.
- What you expected to happen, and what happened instead.
- When it happened, and a screenshot if there is something on screen to show.
What support can do
Everything on this list is done by a person and recorded. When support changes an agreement, your credits or a label, you get an in-app notification and an email that quotes the reason.
- Move an agreement between your label and your personal work, when the wrong choice was made at drafting. Both directions, including for a signed agreement.
- Unstick a pending agreement that is stuck out for signature: the signing request is taken back and the agreement returns to draft. Whether the credit is returned is decided with you; a stuck send is not the same as a declined one.
- Add or remove credits on your account, for example when a send was charged but never went out.
- Send a confirmation email again when you have hit the resend cap.
- Transfer a label to a member of its roster, or close a label.
- Change or comp a plan in special cases.
- Delete your account when you cannot do it yourself, after confirming the request comes from the account's email.
What support will never do
- Read your agreements. keysig's support tools show an agreement's title, type, status and dates. They cannot show its contents, and the database is built so they cannot.
- Mark your email confirmed. Confirming proves you control the mailbox, and only you can prove that by opening the link. Support can only send the link again.
- Sign for anyone, or change what a signed agreement says. A signed agreement is never reset or edited, by anyone.
- Give legal advice. keysig is not a law firm.
If something goes wrong: if you wrote in and heard nothing, check that the message came from your account email and that our reply is not in spam, then write again.
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About the authors
John Cleary Co-Founder, keysig
A classically trained musician and producer who spent 15 years building A&R, sync, and music strategy for labels and brands like Atlantic Records, Audiomack, and Epidemic Sound.
David Slitzky Co-Founder, keysig
GRAMMY-nominated audio engineer who spent over a decade in the studio with artists like The Roots, Usher, and Travis Scott before spending eight years running music strategy and A&R at Epidemic Sound.
keysig is not a law firm and this is not legal advice. Support can help you use the product; it cannot tell you what your agreement should say. Have agreements reviewed by qualified counsel before signing.