Fan Support

Hi there! If you’re reading this, you are most likely a customer, fan, or email subscriber of an artist that uses Topspin. We want to try and help answer your questions and resolve your issues. We’ll do our best, but please be aware that we are one link in a chain that often includes warehouses, shipping services, and the artist themselves. If we can’t solve your problem, we can probably put you in touch with someone who can.

Here are some frequently-asked questions from fans:

Q: How do I find out when my order will ship?
A: Your email receipt that was sent to you includes the date that your physical merchandise ships as well as a link to contact the fulfillment company directly. Click here to learn how to find the company that’s responsible for delivering your order.

Q: How do I download the music or video that I purchased?
A: The digital download is available on the confirmation screen after you have completed your purchase. In the event that you closed the confirmation screen, the download link is available from the receipt that you receive in your email after purchasing.

Q: Why was I only able to download a few songs from my purchase?
A: It’s possible that the Artist you are purchasing from has not added all the digital media to the album. In this case, we can contact them to help facilitate resolution. Before writing in, please confirm that you did not purchase a pre-order.

Q: What is a pre-order?
A: Many artists will sell their offers (including digital and merchandise) prior to the actual product being available for public consumption. Sometimes you may receive an instantaneous digital download prior to the street date, but that isn’t always the case. If you have purchased a pre-order, the email receipt that is sent to you after your purchase will include the date and time when the full download will become available.

Q: Where can I find answers to other questions?
A: Please check out our Topspin Support Center for answers to questions relating to fulfillment, downloads, purchasing and tickets. If you don’t find what you need, we’re an email away and will respond to you as soon as we can!

Q: How can I contact Fan Support directly?
A: Please first check that you have contacted the fulfillment company for your order status related requests and check our knowledge base for answers to frequently asked questions. In the event that you need to escalate your issue to Topspin, please contact us by visiting our support center and click “Submit A Request” at the top of the page.