What to do when a release hasn't been sent or is stuck
A stuck release usually doesn't mean a broken platform.
When a release “hasn't been sent” or is hanging in the queue, in the vast majority of cases either it hasn't actually been sent yet (saving a release doesn't send it to distribution), some inconsistency is preventing it from being sent, or the release is simply being processed. Here you can find out what's going on and when it's time to get in touch.
What happens to a release behind the scenes
Saving a release doesn't send it to distribution yet. You send it yourself in the release detail: First you tick all the points in the Declaration before distribution card, then in the Distribution table you click Distribute next to a specific platform, or tick the platforms and use Distribute Selected. This sends the release to distribution. If we come across a problem with it, we will get in touch by email or assign you a task. Even then, the release won't be on the platforms immediately – the platforms process and publish it gradually. So before anything appears on the streaming services, it normally takes some time.
The status of a release is shown by the Publication status card in the release detail (for example Submitted for distribution, Processing, Scheduled or Published) and by the label next to the release in the Music releases overview. Waiting for processing is a completely normal part of the process and usually takes a few days. It isn't an error and you don't need to do anything – only get in touch if the Submitted for distribution status lasts longer than a week.
The release can't be sent to distribution
The Distribute buttons unlock once you tick all the points of the Declaration before distribution. You can't even save an incomplete release or recording – the form checks the mandatory fields as you go and locks the save button while something is missing or wrong (more in the article Automatic checks in the release and recording forms). If sending still fails, the app shows you the reason. Most often, it's one of these:
| Check | What to watch out for |
|---|---|
| Licence for a beat from the internet | A recording with a backing track from the internet must have a PDF licence uploaded in the Track origin section. Without it, the whole release won't go into distribution. |
| Release cover | It must meet the format and size requirements. If uploading the image reports an error, deal with that separately (see the link below). |
| Track order | The order of the recordings (and the disc numbers) must start from 1, with no gaps and no repeats. Correct it via Edit track. |
| Release and recording artists | Additional primary and featured artists must match: An artist on the release must be in the same role on at least one recording, anyone who is on all the recordings must also be on the release, and for a single the artists must be the same. |
| Beatport | For Beatport, the release must have the Beatport genre filled in. |
Send the release no later than 14 days before the release date, but ideally a month in advance. The date itself doesn't block sending, but if there are fewer than 14 days left until release, it may not be on the platforms in time – the Metadata check in the release detail will warn you about this, and about other possible errors in titles and details, before you send it for the first time. And if you'd like us to take a look at the release before it is sent, request a Pre-distribution check in the Requests section – we will check the cover art as well as the metadata.
Large files and slow uploads
High-quality uncompressed audio files (WAV) are large – a single one can be up to 900 MB. On a slower connection, uploading can take a long time and look as if it has “stalled”. Let the upload finish, don't close the page and don't switch away from the release you're working on. If the upload keeps getting interrupted, try a more stable connection.
If you feel that nothing is happening, don't create the same release again. You would end up with duplicates that we then have to sort out manually. Check the fields first or get in touch instead.
When to contact support
If you have sent your release and still don't see it on the platforms after the usual processing time (the Submitted for distribution status lasts longer than a week), submit a Distribution status request in Artists Bez Labelu in the Requests section. It automatically checks the most common causes, and then we look into the release. Also check the Tasks section – an open task for the release holds up its distribution. Write to us if the Publication status shows Delivery error, or if sending reports a specific error you can't make sense of – include the release title and UPC so that we can look it up without unnecessary follow-up questions.