Getting Support in Velveteen
Updated June 13, 2026
There are four ways to get help in Velveteen. Vee and the Help Center answer most product questions instantly. Email support@velveteen.fm for account, release, and royalty questions. Pro and Label plans add an in-app priority support chat.
Start with the fastest channel that fits your question. This section explains each one and when to use it.
Your support channels
Vee
The in-app AI assistant. Best for how-to questions and quick catalog lookups.
Help Center
These help articles. Best for understanding how a feature works.
support@velveteen.fm for account, release, and royalty questions, with replies within one business day.
In-app chat
A priority support chat for Pro accounts and a dedicated channel for Label accounts.
Which one to use
- 1
Ask Vee or search the Help Center first
Most product and how-to questions are answered instantly without waiting on a reply. - 2
Email for account-specific issues
Use support@velveteen.fm when the answer depends on your account, a release, or a payout. - 3
Use in-app chat if your plan includes it
Pro and Label accounts can use the in-app support chat for a faster, threaded conversation.
What needs a human
Vee and the Help Center cannot make account decisions. Billing changes, payout problems, release review questions, restrictions, and policy matters need a person.
For those, email support or, on Pro and Label plans, use the in-app chat.
Tip
Frequently asked questions
What is the fastest way to get help?+
Vee and the Help Center answer most product questions instantly. For account-specific issues, email or in-app chat is the way.
Is there phone support?+
No. Support is over email and, on Pro and Label plans, in-app chat.
How fast will I hear back by email?+
Within one business day for support@velveteen.fm.
Can Vee open a support ticket for me?+
Vee can point you to the right channel, but account decisions still go through email or the in-app support chat.
Related articles
Contacting support
Email support@velveteen.fm for account, release, and royalty questions, or hello@velveteen.fm for business and partnerships. What to include to get a faster answer.
Pro support
The priority in-app support chat included with the Pro plan, where to find it, and how it differs from email.
Label support
The dedicated in-app support channel for Label-plan accounts and label leadership, and how it differs from Pro support and email.
Vee & self-serve
Vee and the Help Center answer most product questions instantly. When to use each, and when to escalate to email or a support chat.