If a song on your release is appearing grayed out or unavailable when fans try to play it, there are a few common reasons. Here is how to work out which one applies to you and what to do about it.
Check 1: Does the track have a scheduled release date?
You may have set a future release date for that individual track. Tracks with a future date are locked until that date arrives, at which point they unlock automatically.
To check: log into Backstage, open your release, and look at the settings for that specific track. If a future date is set and it is correct, the track will go live on its own. If the date is wrong, email us at support@even.biz and we will update it.
Check 2: Did the audio file process correctly?
Sometimes a file uploads but does not finish processing, which leaves the track grayed out. To fix this:
Log into Backstage and open the affected release.
Locate the grayed-out track and re-upload the audio file. EVEN requires WAV format.
Save and allow up to 30 minutes for the track to finish processing.
Check the release page again. The track should now be available.
Release is already live and you cannot edit it?
If your release is live and you are unable to make changes directly, email us at support@even.biz with the following and we will resolve it from our end:
Your artist name
The name of the release
The name of the grayed-out track
If fans are already experiencing the issue on a live release, reach out as soon as possible. The sooner we know, the faster we can fix it.