If you're facing a problem related to a job or any aspect of our platform, reaching out to our Musician Support team is the quickest way to get help and find a solution.
Our small but dedicated Musician Support team is committed to assisting you in resolving any problems you may encounter while using Encore.
Contacting them with clear and relevant information is essential for effective resolution. While we strive to offer the best support, we currently provide assistance through email due to the volume of requests.
Contacting Musician Support 📧
To contact our Musician Support team and get the assistance you need as quickly as possible, follow these steps:
Send an Email: Reach out to our Musician Support team by sending an email to email@example.com.
Provide Important Details: In your email, be sure to include the following information to help us understand and address your issue effectively:
Attach a Screenshot or Screen Recording: If you've encountered a problem with the site, attach a screenshot or screen recording of the issue occurring. Visuals can significantly aid our team in identifying and resolving problems.
Link or Job Reference: Provide one of the following details in your email to help us quickly identify your issue:
- The job reference related to the issue.
- A direct link to the enquiry, profile, or page in question.
Where to find the link and job reference
Support Team Priorities 🔝
Our support team is dedicated to assisting musicians with their inquiries and issues. It's important to understand that we have to prioritise urgent and time-consuming issues and emergencies, such as:
- No-shows or last-minute cancellations: We understand the impact of unexpected cancellations and need to address these promptly.
- Serious disciplinary breaches: Issues involving serious violations of Encore's policies are dealt with as a priority.
- Scammers and spammers: Protecting our community from fraudulent activities is paramount.
- Musicians not getting paid: Ensuring musicians receive fair compensation is a top concern.
- Disputes between bandmates: Resolving disputes to maintain a harmonious working environment is vital.
- Accounts linked to malicious users: We are committed to maintaining a safe and welcoming platform.
Harassment, abuse or inappropriate behaviour: We have a zero-tolerance policy to any behaviours that fall in this category towards customers, other musicians or Encore staff
If your issue isn't one of these, it is still really important to us. Please be patient - we'll resolve it as soon as we can!
Is there a Musician Phoneline? 📵
While we agree that unlimited phone support would be an ideal scenario for musicians and DJs, sadly we currently aren't able to offer this service. The main reason is the sheer volume of support requests we receive compared to the small size of Encore as a company, so it is vital we work at top speed to make sure everything is resolved.
With 50,000+ accounts signed up, we handle hundreds of support requests every week. This scale of priority is vast, and our support team is dedicated to addressing these matters through email efficiently and promptly.
We continue to explore ways to improve our support services and appreciate your understanding as we work to provide the best possible assistance to our community.