Open your user menu in Optune and choose Ask for help. In the support window, select Send us a message, describe what you need help with and send your message. You can attach a relevant screenshot or file using Upload attachment.
This article is for artists and artist team members. When you contact support, explain which artist group you are working in and whether you are the artist administrator or a team member. This helps the team distinguish a technical problem from the access available to your role.
Open the support conversation
In Optune, check the artist-group name shown in the navigation sidebar.
Click your user name or avatar at the bottom of the sidebar.
Choose Ask for help.
Select Send us a message in the support window.
Enter your question in Message…. Include the relevant details listed below.
Use Upload attachment if a screenshot or file will help explain the issue.
Send the message. Keep follow-up details about the same issue in the same conversation so the team has the context together.
The support window displays the team's current availability. Use that information for the current situation; opening the window does not guarantee an immediate response.
You can also open the Optune for Artists Help Center to look for a relevant guide. Include the article title in your support message if you followed a guide but obtained a different result.
What information should I include?
Give the team enough information to locate the issue and understand what you expected. A useful report includes:
Your artist group and role: for example, artist administrator or technician with read-only booking access.
The feature involved: such as a booking, guest list, schedule, task, contract or calendar feed.
The relevant item: the booking title, show date and, when appropriate, its normal in-app page link. Share it directly with support rather than posting it publicly.
What you tried: the steps immediately before the issue appeared.
What you expected and what actually happened: describe both in plain language.
The exact error message: copy the wording if an error appeared.
When it happened: include the time and timezone when useful for a recent issue.
Your device and browser: for example, a laptop using Chrome or a phone using Safari.
How often it happens: every time, intermittently, or only for one booking or document.
You do not need to determine the technical cause before reporting a problem. Clear steps and a concrete example are more useful than guessing why something broke.
Example of a useful report
“I'm an artist administrator in my artist group. In the booking Harbour Sessions: November Club Night on 21 November, I opened Details > Guest list and added a name with two places. I expected the total to remain after saving, but the row was missing when I reopened the booking. It happened twice today at approximately 14:10 CET in Chrome on a MacBook. The screenshot shows the fields immediately before I clicked Save.”
This is an example of how to describe an issue, not a statement that this particular problem occurs in Optune. Use the actual steps and result you experienced.
Prepare a useful screenshot or attachment
Capture the relevant section and keep field labels, selected options and any error visible. If the problem concerns a date, include the label and complete date so the team can understand the format. If it concerns a document, explain whether the screenshot is from the editor, the preview or the downloaded file.
Remove unrelated information before attaching a screenshot. Do not include passwords, login or verification codes, API keys, private calendar-feed keys, signatures or banking details. A private sharing link can grant access to its contents, so do not include one unless the support team specifically needs it and you intend to provide that access.
When a document contains sensitive information, describe the problem first and ask which part the team needs. A small relevant extract or a synthetic example may be enough. Avoid uploading an entire customer contract just to demonstrate a formatting issue.
For a file problem, include the file type, approximate size, where you uploaded it and what happened after saving and reopening. For a calendar problem, include the calendar app, whether you subscribed or imported a file, and the missing or outdated event. Do not send the secret feed URL as part of a routine report.
What if I can see a booking but cannot edit it?
Tell support which part you can see and which action is missing. Include your role and any Read only indication. If another person in the same artist group can perform the action, mention their role without assuming that you have the same permissions.
The artist-group administrator or the responsible agency may need to review the booking's access settings. A missing action does not by itself mean that your account needs a paid upgrade. Tasks, booking details and documents can have different access rules.
What should I do while waiting for a reply?
Keep the affected item available so the team can understand the original problem. Avoid repeatedly creating copies, sending invitations or sending documents while trying to diagnose the same issue.
If you find a workaround or the issue stops happening, add that information to the existing conversation. Include what changed and whether the original steps now work. For a separate issue, start a separate conversation and provide its own details.