First the good news: an unprecedented number of music fans converged on Bandcamp to buy music and support artists Friday, March 20 during our COVID-19 fundraiser for artists (yay!). Our support team is extra busy working through the unusually high number of requests, so if you’ve contacted us, we humbly ask that you give us an extra few days to respond to your message. In the meantime, here are some common questions you may have - you may be able to help yourself. (Power!)
I'm seeing a download error or slow download times.
We're working through some delays at the moment as a result of the huge volume of people buying and downloading items for the COVID-19 fundraiser for artists (yay!), but everything should be back to normal soon. Our heroic systems team is on the case, but in the meantime, why not stream your purchases from the Bandcamp App for iOS or Android?
I never got the receipt for my purchase.
The COVID-19 fundraiser for artists is giving our mailer a bit of heartburn and outgoing emails, including yours, may be delayed. We recommend waiting a few hours, and if you still haven't received it, try the following troubleshooting steps:
- Check your spam folder.
- Nothing? Double check that you’re looking in the right email inbox; maybe you purchased the item with a different email address entirely — for example, an old PayPal email, your school email, etc.
- If you bought the item with a different email, and you have a Fan Account, you can access your purchases by linking the email to your Collection. Follow these instructions.
My purchase isn’t showing up in my collection.
You probably purchased it with a different email. Linking alternate payment emails to your collection is easy: visit gear > Settings > Fan where you’ll see a link to add additional payment emails. Once it’s linked, purchases associated with that email will appear in your collection. Magic!
Hey wait, you took revenue share out of my recent sale!
The revenue share waiver applies to sales made between 12:00am to 11:59pm PDT on March 20, 2020. Visit gear > Tools > Payments Summary page to view your recent and upcoming payouts, and please keep in mind that both the Payments Summary page, as well as Cha-Ching sales notifications, are in UTC time (i.e. PDT +7). Check the date and time that your sale(s) occurred — if revenue share was collected, they almost certainly took place outside the window. Your COVID-19 fundraiser sales may be paid out to your PayPal account in a payout that includes sales that occurred outside the window. Please note: payment processor fees still apply.
My release notification email or artist message has not yet reached my fans.
The COVID-19 fundraiser for artists is giving our mailer a bit of heartburn and outgoing emails, including your message to your fans, may be delayed. We're terribly sorry — if you can communicate the fundraiser to your fans via social media in the meantime, that may be the best way to reach them until our mailer recovers. Our heroic systems team is doing everything they can to speed things up in the meantime!