Support

A real person answers this · Gulf Coast of Florida

A charge you don't recognize

Crowdset charges appear on your statement under the act's own name — or CROWDSET — because you paid the band directly and we only take a fee on top. If you see something you don't recognize, it was most likely a song request or a shout-out at a live show. Write to us with the amount and the date and we'll tell you exactly what it was and who took it.

You were charged for a song that wasn't played

That shouldn't happen. Requests are only charged when the band marks the song as played, and unplayed requests are released at the end of the night. If it happened anyway, write to us — we'll look at the record for that show and get it refunded.

There's a hold on your card that hasn't cleared

When you request a song, your bank holds the amount without taking it. If the band doesn't play it, we release the hold at last call — but banks can take a few business days to drop a released hold off your statement. That money was never taken and never will be. If it's still showing after five business days, tell us.

You want a refund

The band holds the money, so the fastest route is to ask them — they can refund it from their own phone. If you can't reach them or they won't, write to us and we'll take it from there.

You're a band and something's wrong mid-show

Email is too slow when you're on stage. Things worth knowing right now:

• Board frozen? Pull down to refresh on your phone. The board re-reads every few seconds and a stale screen almost always means the venue's wifi dropped, not that anything was lost.
• Wrong song marked played? Nothing is charged until you mark it, and you can release a request from your phone at any time before then.
• Lost your band code? Go to crowdset.live/recover, put in the email you signed up with, and the same code comes straight back to you — usually inside a minute, with a button in it that signs you in. Nothing about your band changes and your old code keeps working. (It's also saved in the browser you set the band up in, if that phone is still to hand.)

Then write to us after the set and we'll fix whatever it was properly.

You want to remove your email from a band's list

Use the unsubscribe link on their email, or write to us and we'll take you off the list held on our side.

Privacy requests

To see, correct or delete what we hold about you, email support@crowdset.live. We answer within 30 days, free, as set out in the privacy policy.

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