Getting Support in Velveteen
Updated August 27, 2026
Velveteen offers self-serve and human support. Use Vee or the Help Center for immediate product guidance, email support@velveteen.fm for account, release, or royalty questions, and use the in-app priority chat when your Pro plan includes it. Label accounts have a separate in-app channel for label leadership and team matters.
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.