How do we escalate an issue during release week?
Use the shared campaign thread and include the impact, timing and evidence needed to act.
Post urgent campaign issues in your shared thread with the EVEN team. Include the affected STUDIO URL, what is happening, when it started and the impact on fans or the release.
Include the details that help
Give the relevant device or browser, any error message and the receipt number if the issue concerns one purchase. Share a screenshot or recording where useful, with private information removed.
Fan access problems
A fan should sign in using the same email or phone identity used for the purchase. Confirm the release’s access window as well. If access still fails, direct the fan to support@even.biz with the receipt number.
Coverage and follow-up
Fan support runs Monday through Saturday, 6 AM to 9 PM ET. Campaign escalation arrangements and any additional coverage follow the agreement and the plan confirmed with your EVEN team. Keep updates in the shared thread so the whole team has the same information.
Related help
What are EVEN’s support hours? →
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