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Who to Contact at FUGA

  • Updated

This article explains how to effectively contact the appropriate FUGA support channels for platform and operational assistance. You will learn how to identify the correct contact person or team based on your account structure, the specific nature of your inquiry, and how to utilize dedicated submission forms for specialized services.

Primary Contact for Support

All FUGA partners should direct general questions regarding the FUGA Interface or services to their assigned FUGA representative. This includes queries related to day-to-day usage, metadata delivery, onboarding, and general operational issues.

If you do not have an assigned FUGA representative or are unsure who to contact, reach out via our support channel at support@fuga.com.

For basic usage questions, visit the FUGA Knowledge Base before reaching out. It includes helpful guides and troubleshooting steps for common issues. You can access it by navigating via the Help section on the FUGA Interface.

When to Escalate

Contact your FUGA representative or reach out via our support channel at support@fuga.com if you meet any of the following criteria:

  • You are unable to resolve the issue using internal tools or Knowledge Base resources.
  • You encounter unexpected behavior on the FUGA Interface.
  • You require a structural change to your Primary Account or Subaccount.

Support Email Checklist

To ensure a prompt resolution, verify that your support request meets the following criteria before sending your message:

  • The message includes a clear, descriptive subject line containing relevant asset identifiers (e.g., “Delivery Failure: ISRC (International Standard Recording Code) GBABC2400001”)

  • The email is sent from an approved or allowlisted email domain associated with your account

  • All relevant metadata, delivery logs, and product and/or artist identifiers are compiled directly within the message body

  • For DSP-specific metadata or delivery issues (e.g., Apple Music, YouTube, Spotify):

    • The specific DSP (Digital Service Provider) name and the affected product ID or UPC (Universal Product Code) are provided

  • For Subaccount-specific issues:

    • The Subaccount name and its explicit relationship to your Primary Account are clearly stated if the inquiry concerns a Subaccount

Submission Forms and Portals

Several FUGA services and tools feature dedicated portals or specialized submission forms to streamline requests. Depending on your operational needs, you may be directed to utilize the following systems:

FUGA SCORE: FUGA’s Marketing Services Portal provides complete visibility into all release projects undergoing collaboration. Within SCORE, you and your personnel can manage priority releases and update teams on milestones, activations, and project assets.

Licensing & DSP Connection Portal: Utilized for licensing-specific workflows. This portal allows you to review active DSP connections, download executing deal summaries, and request new connections.

DSP Link Request Form: All DSP Link requests must be submitted via the dedicated form on the FUGA Support Portal. If your team does not possess the standard access credentials for this form, contact your FUGA representative or reach out via our support channel at support@fuga.com for authorization.

Licensease: This system automates sync license verification, claims handling, asset management, and performance tracking for YouTube and associated social media platforms to simplify large-scale licensing compliance.

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