Contact & Support
How to reach the DIMBER team, what to include in your support request, and where to find answers fast.
We are here when you need us. DIMBER support is staffed by people who know music distribution, not chatbots reading scripts.
Use the support channel that matches your situation, include the right details the first time, and you will get a faster answer. If your question is about a release, royalty statement, or platform issue, a clear ticket usually resolves it quicker than back-and-forth follow-ups.
Support Channels
Ticketing System is the fastest and most reliable way to get help. Your ticketing system runs on a separate dashboard that is created for you during onboarding. Submit tickets from there so your request is linked to your account automatically.
Tickets submitted through your ticketing system are linked to your account automatically — no need to re-verify your identity.
Email is the fallback option when you cannot access your ticketing system or need help with an account-specific issue before you can sign in. Contact support at support@dimber.co and include your artist name and account email in every message.
Account Manager support is available for Flat Rate plan artists and high-volume labels. Your account manager is your direct point of contact for releases, campaigns, and escalations.
Account managers are assigned based on your plan and release volume. Not every account has one — but every account has full ticketing system support.
Phone & WhatsApp support is available for urgent issues or when you prefer to speak directly with the team. Reach DIMBER support at +254 783 447 716 for both phone calls and WhatsApp messages. Have your artist name and account details ready so support can locate your account quickly.
Contact DIMBER Support
Choose the channel that works best for you.
How to Get Help
Check this Help Center
Search the FAQ and the relevant help articles before you open a ticket. Most common account, release, and royalty questions are already answered there.
Gather your details
Collect the information your support agent will need to investigate the issue:
- Release title
- ISRC or UPC
- Screenshots
- The date the issue started
Having these details ready reduces follow-up questions and speeds up review.
Submit a ticket
Open your ticketing system dashboard (created during onboarding), and create a new ticket. Use a clear subject line that names the issue directly, such as UPC not appearing in store delivery or Royalty statement question for March release.
Monitor your email
DIMBER sends support replies to your registered email address. If you do not see a response, check your spam and junk folders before opening a duplicate ticket.
What to Include in Your Ticket
Include the details below in your first message so support can investigate without asking for basics first.
- Your artist name and DIMBER account email
- Release title and UPC or ISRC if the issue is release-related
- DSP or platform name if the issue involves distribution
- Screenshots of the issue
- Date the issue started
- What you have already tried
Response Times
Response times depend on the type of issue and whether it affects an active release or distribution status.
- General inquiries: 1–2 business days
- Release and distribution issues: within 1 business day, priority handling
- Royalty and payment questions: 2–3 business days
DSP reporting has a built-in 2–3 month lag. Royalty questions about recent streams may not be answerable until the next reporting cycle arrives. This is industry-standard, not a DIMBER delay. For background, see Royalty Statements.
Self-Service Resources
Use these pages when you need a quick answer without opening a ticket.
What to do next
If you still need help, start with the page that matches your issue.