What to include
- A link or ID for the release, track, report or payout the issue relates to.
- A screenshot of the error or the exact text of the error message.
- What you expected to happen and what actually occurred.
- If the issue involves rights: a contract, permission letter, split sheet or other supporting document.
Contact channels
- In-panel ticket — the primary channel for all operational questions. Creates a traceable record with full context.
- Email: JPXLRECORDS@GMAIL.COM — for official requests, account access issues or legal matters.
- Telegram — used for fast status notifications. Important decisions should always be confirmed in the panel.
Response times
- Most tickets are reviewed within 1 business day.
- Rights disputes and payment discrepancies may require additional time for investigation.
- Urgent delivery issues (release date approaching) — mark the ticket as urgent and include the release date.
Tips for faster resolution
Release was rejected by a DSP
Include the rejection email or notification, the release ID, and which platform rejected it. We will investigate with the DSP and advise on required changes.
Analytics numbers look wrong
Provide the reporting period, platform and specific track or release in question. Attach a screenshot of what you see in the dashboard vs. the platform's own reporting tool if available.
Payout not received
Check that your payment details are saved correctly in the Finance tab. Then open a ticket with the payout ID and transaction date. Never share bank credentials or card numbers in tickets.