Troubleshooting and artist support

Fix the most common SpaceMedia artist problems: sign-in failures, failed uploads, blocked submissions, missing releases, and payout errors.

Work down the row that matches your problem. Most issues resolve here without a ticket.

Use the exact email you registered with, including the domain.
Make sure you are on spacemedia.uk and not a look-alike address.
Use password recovery rather than guessing. Repeated failures can lock the account temporarily.
If you have two-factor enabled and lost the device, do not create a second account. See Account access.

My upload fails

Check the format is on the accepted list in Audio and artwork.
Check the file size. Audio is capped at 250 MB per track and artwork at 36 MB.
Wait for processing to finish. A full progress bar is not a finished upload.
Retry once on a stable connection before assuming a fault.
Re-export from your audio or image software rather than renaming a file. A renamed extension is rejected because the contents do not match.
Keep the exact error text. "It failed" cannot be investigated.

My release will not submit

Open every section of the release, not just the one showing a warning. Validation blocks on field-level messages that can sit in a collapsed panel. See Validation and review.

Check these as separate things, in order: review status, then whether the store was actually selected, then the release date in that store's territory, then delivery status. Distribution and dates explains why a release at Delivered is not stuck.

My music is on the wrong artist page

Collect the incorrect public artist link, the correct one, and the UPC and ISRC involved. Store-side profile merges take time and need those exact references. See Artist profiles.

My royalties look wrong

Compare against the statement period and destination, not today's public stream counter. They measure different things over different periods. See Royalties and statements.

A payment or payout failed

Record the visible reference, the timestamp, the amount, the currency, and the sanitized status message. Do not send bank statements or identity documents in a public channel. See Payment and payout setup.

Contacting support usefully

Include your account email, the article you were following, the release or track reference shown in SpaceMedia, the timestamp, your browser, and the exact error text. A screenshot of the whole screen beats a description of it.

Never send passwords, one-time codes, cookies, API tokens, full payment details, or identity documents through an unapproved channel. SpaceMedia support will never ask for them.