All AWAL members need to be logged in when contacting us about any issue, even if it seemingly doesn't directly involve any products or information stored on the account.
Once your first query is sent through the Portal, we will reply via email and the communication will then be handled via email exchange. For every new issue or topic of discussion we need this to happen.
This is a requirement for several reasons, including:
- Member privacy and security. Protecting member security and privacy is of utmost importance for us and communication coming through the Portal Contact Us form is how we achieve this.
- Communication tracking and efficient support. Our Community Support Team work across timezones and each member of the team will have a hand in helping our members, so it's key that all communication is taking place within our ticketing system. The system enables us to store all previous messages which allows anyone in the team to quickly get up to speed with past conversations and issues encountered. This enables us to be able to provide efficient and effective support.
- Release and account location. Each account, artist, label, release and recording has unique identification codes that are tied to your agreement. By logging in and submitting a query via the Portal Contact Us page, we receive all account information. Depending on the type of query you submitted we can also receive release, artist, and label information. Being automatically provided with this cuts out the amount of back and forth between you and the team and ultimately helps us resolve issues quickly.