Troubleshooting Common Issues

Find answers to the most common issues our users encounter. If you can’t find what you’re looking for, you can submit a support request.

:::tip Check service status first If LabelGrid isn’t working as expected, check the LabelGrid status page to see if there’s an ongoing service disruption before contacting support. :::

Release & Distribution Issues

My release is not showing on Spotify / Apple Music / other platforms

This is usually a timing issue. Releases take time to appear on streaming platforms after distribution.

Typical lead times:

• Spotify: 2-5 business days
• Apple Music: 1-3 business days
• Amazon Music: 2-5 business days
• Deezer: 2-4 business days
• TikTok/Instagram: 3-7 business days
• YouTube Music: 2-5 business days

What to do:

1. Check your release date - platforms won’t show content before the release date
2. Verify the delivery status in LabelGrid under Releases → [Your Release] → Distribution
3. Look for “Delivered” status - this means we’ve sent it, but the platform is still processing
4. Wait the full lead time before contacting support

Still not showing after the lead time? Check if:

• The release passed validation without errors
• All required metadata is complete
• The release wasn’t rejected by the platform (check for error messages)

See also: Lead Times | Monitoring Deliveries

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My release is stuck in “Pending” or “Processing”

Releases go through several stages before delivery:

1. Draft - Still being edited
2. Pending Review - Waiting for our quality check
3. Processing - Being prepared for delivery
4. Delivering - Being sent to platforms
5. Delivered - Successfully sent

If stuck in Pending Review:

• Review times vary depending on your plan and any specific service agreements
• Check your email for any requests for changes
• Contact support if you have questions about your review status

If stuck in Processing:

• Audio files are being encoded and packaged
• Large releases or high-resolution audio take longer
• Usually completes within a few hours

If stuck in Delivering:

• Some platforms have slower intake queues
• This can take 24-48 hours for some DSPs

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Release was rejected - what do I do?

Rejections happen when platforms find issues with your content. Common reasons:

• Metadata issues: Incorrect formatting, explicit content not marked, etc.
• Audio quality: Files don’t meet technical requirements
• Artwork problems: Wrong size, contains prohibited elements, low quality
• Copyright concerns: Cover songs without licenses, samples, etc.
• Duplicate content: Already exists on the platform

To fix a rejection:

1. Read the rejection reason carefully in your release details
2. Make the required changes
3. Resubmit for distribution

See also: Content Guidelines | Cover Song Licensing

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Some tracks are missing from my release on streaming platforms

If your release appears but some tracks are missing:

• Check track availability settings - Some tracks may be set to specific territories only
• Explicit content - Some platforms filter explicit tracks in certain regions
• Audio issues - Individual tracks may have been rejected for quality
• Processing delay - Sometimes tracks process at different speeds

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Wrong information showing on streaming platforms

If metadata is incorrect on platforms after delivery:

• Recent change? Updates take 3-7 days to reflect on platforms
• Made changes in LabelGrid? You need to redistribute after editing
• Platform-specific issue? Some platforms cache data longer

To update metadata:

1. Edit your release in LabelGrid
2. Click “Redistribute” to send the updates
3. Wait for the lead time for changes to appear

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Streaming Platform Issues

My music is on Spotify but I can’t find it when I search

Spotify search can be tricky. Try:

• Search for the exact release title
• Search for artist name + track name together
• Check if you’re searching in the correct Spotify region
• Look under the artist profile directly
• Wait 24-48 hours after delivery - search indexing can lag

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Release showing under wrong artist on Spotify/Apple Music

This usually happens when:

• Artist name matches another artist exactly
• The platform’s algorithm linked it incorrectly
• Artist profile wasn’t claimed before release

To fix:

1. Check your artist profile is set up correctly in LabelGrid
2. Claim your artist profile on Spotify for Artists / Apple Music for Artists
3. Request a correction through the platform’s artist tools
4. Contact support if the issue persists

See also: Claiming Your Artist Profiles | Artist Profile Issues

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My release is on Apple Music but not iTunes Store (or vice versa)

Apple Music (streaming) and iTunes Store (downloads) are separate:

• Check your distribution settings - you may have only selected one
• Some content types are only available on streaming
• Processing times differ between the two services

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Payment & Royalty Issues

When will I get paid?

LabelGrid pays royalties on a regular schedule:

• Royalties are calculated after platforms report to us (45-90 days after streams)
• Payments are processed monthly
• Minimum payout thresholds apply
• Check Royalties → Payment Schedule for your next payment date

See also: Payment Schedule

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My streams aren’t showing in reports

Streaming data isn’t instant:

• Platforms report monthly - There’s a 1-3 month delay
• Processing time - We need time to process and verify data
• Check the reporting period - Make sure you’re looking at the right date range

See also: Understanding Reports

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I think my stream counts are wrong

Stream counting can seem inconsistent because:

• Platforms have different counting rules (30 seconds for Spotify, etc.)
• Free tier streams pay differently than premium
• Some plays don’t count (skips, offline without sync, etc.)
• Regional differences in reporting

See also: How Streaming Works

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Account Issues

I can’t log in to my account

Try these steps:

1. Use the “Forgot Password” link to reset
2. Check if you’re using the correct email address
3. Clear your browser cache and cookies
4. Try a different browser or incognito mode

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I need to change my email address

To change your account email:

1. Go to Account → Settings
2. Update your email address
3. Verify the new email

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Still Need Help?

If you couldn’t find the answer to your question:

• Check the status page to confirm there are no ongoing platform issues
• Submit a Support Request if the problem persists

When contacting support, please include:

• Your release name and UPC (if applicable)
• Which streaming platforms are affected
• Screenshots of any error messages
• Steps you’ve already tried