BandPage Help + Feedback Center

General Info

• What is BandPage?

  Finally Facebook has a home for music! Yup, Seriously. Fans can listen to your music, check out your upcoming shows, photos, follow your Twitter, write on your wall, and read your bio. Upload all your songs to the SoundCloud music player, and Facebook Connect automatically pulls in your photos, bio, band name and more. You can also upload a custom banner and add custom colors. Add a hyperlink to your banner, make your tracks like to listen/download and start building up a mailing list with BandPage Basic. After you’ve uploaded all your content, your fans can explore your music and share it with their friends, who can share it with their friends, spreading the word about your music across the globe. Watch the tour up there under the “take the tour� button to learn more.

• What is BandPage Plus?

  BandPage Plus features our advanced BandPage Visual Editor, which allows you to edit colors, fonts, and backgrounds and even add a custom banner to make BandPage your own. BandPage Plus also offers advanced gating features for tracks, such as email list for stream/download or tweet to download. Add a custom video to your banner and build out different banners for fans and non fans. Best of all, it costs less than a slice of pizza — just $1.99 a month! For an even better deal, you can choose to pay annually and get the discounted price of just $19.99 a year.

• How much does this all cost?

  BandPage Basic is completely free! You can showcase your tour schedule, photos, Twitter feed and up to two hours of music with a custom banner and colors all on the house. We also offer BandPage Plus, which gives you even more style options, fonts, background images, a banner video and more fan engagement options on tracks for less than a cup of coffee!

• What is Listn.to?

  Listn.to is a one-stop URL which lets you easily share your BandPage with your fans. When you edit any of your pages for the first time, it’s automatically given a Listn.to username. You can see your current username or request a different name in the Settings pane, accessible by clicking the ‘Settings’ button in the top nav bar when you’re editing your BandPage.

  To use Listn.to, simply share your personalized link (http://listn.to/username) with your fans, and they’ll be automatically redirected to your BandPage on Facebook. Pretty spiffy, huh?

• Who is RootMusic?

  We leave the office at midnight because we believe that there’s a better way to do music online.

  You can see our passion in the details of our products. We’re an honest and transparent company that’s open to feedback and always listening to our users. When you’re thinking to yourself, “My band needs this!” let us know — we’re the ones that are down to hear you out and do it. We built this for you guys and we’re pumped to be in a position to really help out.

• Are you on any social networks?

  Absolutely! You can check out our RootMusic profile and our BandPage profile on Facebook. We are also on Twitter at @rootmusic!

• What are your terms of service?

  You can always find them at http://rootmusic.com/terms

• I have an idea!

  Yes! Lay it on us! We love getting new ideas from our users because you guys always have such great ideas. We made this product for you, and if there’s anything we can do to make it better, we’d love to know.

• I think there’s a bug!

  Oh, ew, totally gross! Send us an email at support@rootmusic.com and we’ll whip out or digital can of Raid (or an engineer) and squash it for you. We always appreciate your vigilance.

• I have a question that hasn’t been answered here — who do I talk to?
  You can email our support team any time, and someone will get back to you on the same day!

  • For general questions, email support@rootmusic.com.
  • For billing questions, email billing@rootmusic.com.
  • For business inquiries, email info@rootmusic.com.
  • For press inquiries, email press@rootmusic.com.

Sign-in

• I’m having trouble signing in...

  If you have a limited profile, or if you don't have a personal profile on Facebook, you won't be able to log in. Facebook also flags profiles that have less than 20 friends - it's a safeguard against spammers. Create an active personal account, and you'll be able to sign in.

  You'll want to enable 3rd party cookies in your browser.

  How to enable 3rd party cookies

  Google Chrome instructions

  Mozilla Firefox instructions

  For Safari, if you want to enable cookies and you’re using the Safari web browser, go to Safari preferences and then to the Security pane to disable cookies. On your Apple mobile device, go to Settings, then Safari, and then to the Cookies section.

  For Opera, select Settings > Quick Preferences and check “Enable Cookies.”

  If you have Facebook Disconnect, a browser add-on that blocks Facebook Connect, you won't be able to log in because it blocks RootMusic from accessing your Facebook information, which is essential to signing in. Turn off Facebook Disconnect (which you can do under the "extensions" section of your browser), and try to log in again. Make sure you don't have ad block or pop up blockers on. It also helps to sign into your Facebook account before starting the sign in process.

  You may also want to try a reliable browser like Firefox or Chrome. Internet Explorer and Opera aren't recommended for logging into RootMusic. You can find them here:
  www.getfirefox.com
  www.google.com/chrome
  

  You can also try clearing the cache on your browser and then restarting it.

• Why do I keep getting re-directed to the homepage when I try to sign in?

  If you’re having trouble getting to the editor, or the site is bouncing you back to the homepage, you'll want make sure that you’ve enabled your third party cookies.

  How to enable 3rd party cookies

  Google Chrome instructions

  Mozilla Firefox instructions

  For Safari, if you want to enable cookies and you’re using the Safari web browser, go to Safari preferences and then to the Security pane to disable cookies. On your Apple mobile device, go to Settings, then Safari, and then to the Cookies section.

  For Opera, select Settings > Quick Preferences and check “Enable Cookies.”

  If you’re trying to sign in from work or from the library, there might be a firewall up that’s blocking RootMusic. It’s best to sign in from your home computer if you don't feel comfortable messing with your firewall settings or do not have access to them.

• I get a message saying my clock time is wrong when I sign in — what’s up?

  If your computer clock is not set to the current time and date, you won’t be able to log in. This is because when you log in to any service on the Internet, they send you a cookie that works like a bus ticket. If your computer clock is set to the wrong time, it’s like trying to get on the bus with a month old ticket. Set your computer to the correct time, date and time zone, and you should be able to get in.

• I put in the wrong email address! There’s no email!

  If you put in the wrong email address, you can start the sign up process again and put in the correct email address. If you can’t find your email, check your spam folder.

BandPage + Your Facebook Page

• Why is BandPage not my landing page, even though it’s saved like that under options?

  Facebook currently only allows you to change the default landing tab for people who have not yet become a fan of your page. Visitors who are either admins or already like your page will always have the wall as their landing tab. We recommend that you link directly to the BandPage tab when you share links to your page by using the listn.to address we provide. You can see the address for each page and request changes in Settings.

  Think this is weird? Tell Facebook about it!

  There’s a much higher chance that things will change if they hear from you — click here

• What is Facebook Connect?

  Facebook Connect is the technology we use to provide the BandPage to you. After you enter the info for your personal account, Facebook connect draws in information directly from your personal Facebook profile. Part of the information they draw in is the pages you are an admin for. After granting us access to your Facebook personal profile, we will be able pull in the pages you are an admin for, and then you'll be able to begin editing.

• Why do I need to use BandPage on a Facebook Page, and not my personal profile?

  At the moment, BandPage only works Pages. Pages allow you to show off your followers, improve your Search Engine Optimization (SEO), and maintain greater privacy. However, we are looking at ways to port BandPage to other aspects of Facebook, so keep on the lookout!

  If you need an overview about Facebook Pages, check this out!

• How do I add the app to my page? It’s not showing up!

  To add the app to your page, you can go to facebook.com/bandpage. Underneath the profile picture on the left hand side, select the &ldquopAdd to my Page” button. A list of your pages will pop up — select the page you want to add the app to. The BandPage tab will show up on your page. For more help on adding the app, you can watch the “Exporting to Facebook” video at the top of this page.

• My bandmates want to edit the BandPage, too! How do I add another admin to my page?

  On the left hand side of your Facebook page, you'll see a box that says, “### people like this.” If you click on that box, the list of everyone who likes your page will pop up, with a button next to each one that says, “Make Admin.” You'll want to find whoever you want to be an admin and click that button. (If you have a ton of fans and don't want to scroll through everyone, the easiest way to get someone to the top of the list is to have them “unlike” and then “Like” your page again.) Now that person has full access to the page and can edit it on RootMusic. If you ever want to remove an admin, you can do it the same way, except by checking the “X” instead of “Make Admin.”

• How do I delete posts from my BandPage wall?

  You can delete comments on your page wall. Hover your mouse on the right side of the comment and a button that says “remove” should pop up. You can delete comments individually that way. However, it takes a while for the page wall and the BandPage wall to sync up, so it won't happen immediately — you can force a sync by writing a comment or another post on your BandPage wall, though.

• Why does my fan count say zero and my wall isn’t pulled in? Why are my photos and Facebook videos missing?

  This is usually because you have some form of restrictions on your page. If you go to “Edit Page” on Facebook (it’s under the profile picture on the left hand side of the page) you’ll find options for country/age restrictions. Turn all of these off and you should be good to go. Also ensure that your Page is set to 'Published' and visible to all visitors, not just admins.

• Why aren’t my plays being counted?

  Because BandPage pulls in information from a variety of platforms, the sister sites only sync up once a day. If they synced more frequently than this, it would increase the load time for all your music and videos — and we don't want to make your fans wait! After you upload music to SoundCloud, it can take 24 hours for SoundCloud and BandPage to sync up. And after this, just so you know, your play count will only be updated once a day. As your play count increases, the difference will become more marginal. YouTube Tracks are handled similarly.

• There’s an ugly error message on my page — how do I get rid of it?

  This can happen when you’ve added the app to your page before logging into RootMusic.com. All you have to do is log into RootMusic to edit your new page and add music, etc. This will fix the problem. If you’re still having troubles, try removing and re-adding the app.

• How do I remove the BandPage tab from my fan page?

  We’re sad to see you go! To remove the BandPage app, go to your fan page. On the left hand side of your page beneath the list of your apps, click on “edit.” Hover your mouse on the left of the app - an “x” button will appear. Click the “x” button to delete the app from your page.

• How do I contact Facebook?

  Go to facebook.com/help, select your topic, and you’ll be lead to forums where your questions will be answered.

Promoting your BandPage

• What is AutoShare?

  With AutoShare, a message will automatically populate to your feed when you add new songs, shows or videos. You can edit the message under Settings, at the top-right corner of the editor. And don’t worry — we only send out one update per item every 24 hours, so your fans won’t get spammed with a message for 12 different shows added to your page.

• How do I get my friends to “Like” the page?

  Just ask them! You can use the “Suggest to Friends” feature, which is located under the Page profile picture if you’re logged in as a Page admin. From there, you can invite your friends to “Like” the page. Don’t forget to put out a call to action on your personal profile, as well.

The BandPage Editor

• Why do I sometimes have problems with parts of the editor on rootmusic.com?

  If you are having problems with any functionality on rootmusic.com, we recommend getting the latest version of Google Chrome or Mozilla Firefox and upgrading to the latest version of Adobe Flash. Feel free to contact us if you continue to experience any issues.

• I’m using a recommended browser — still having troubles.

  If you’re already using one of the recommended browsers, clear your cache and restart your browser as well. Still having trouble? Send support@rootmusic.com a link to your page and we’ll clear your cache on our end.

• Why shouldn’t I use Internet Explorer?

  At present time, Internet Explorer doesn’t accommodate some of the technology that we work with to make your page awesome. Browsers like Google Chrome and Mozilla Firefox are better equipped to make sure that your experience on RootMusic.com is easy and fast.

• It says I have a “limited profile.” What does that mean?

  When you created your fan did you do it from your own, personal page or did you just create a page and linked it to your email? If you did the latter then you created a limited profile. It seems like there is no way of “upgrading” that profile to a complete one on Facebook… So I would recommend that you add your own personal profile as an admin your fan page. Then log in with your personal profile and go to www.facebook.com/bandpage to add the application to your page. Once you have done that — log in to rootmusic.com with your personal Facebook info and you should be good to go.

Adding / Editing Tracks

• How is my music stored?

  We use SoundCloud Connect to store and share your music. If you already have a SoundCloud account, you can begin right away. Simply start dragging songs into your BandPage playlist. Don’t have a SoundCloud account? Setup takes less than 30 seconds and your music will have an easy-to-access, secure home. If you are using YouTube Tracks, the music is kept right on YouTube, allowing you to increase exposure to your YouTube efforts.

• What are “YouTube Tracks”?

  YouTube Tracks are songs and videos that play on top of the BandPage and allow artists to provide video along with their music tracks. Additionally, artists can receive performance royalties on each play of their song through YouTube’s partner program - for more information, click here.

• How do I get a SoundCloud account?

  If you don’t have a SoundCloud account and hit the “Add Track” button, you will be automatically prompted to create a SoundCloud account. Visit soundcloud.com to create an account and explore everything else they have to offer you.

• What do I get with a free SoundCloud account?

  With a free SoundCloud account, you get 120 minutes of upload time and 100 free downloads. Need more? Upgrade your account at soundcloud.com

• How many songs can I share?

  Right now, you can share up to 120 minutes (2 hours) of tracks through SoundCloud Connect. There is also an option on SoundCloud.com that allows you to increase your track capacity.

• How do I get SoundCloud support?

  You can fill out the SoundCloud support form to get help on specific issues. You can also email the support team directly at help@soundcloud.com.

• What if I don’t want to use SoundCloud?

  SoundCloud is awesome! But if you don’t want to use them, you can upload your music via YouTube Tracks. YouTube Tracks are songs and videos that play in the music player and allow artists to provide video along with their music tracks. You can use YouTube Tracks by going to the RootMusic content editor, selecting the "Add Track" button in the music player and opting for "YouTube." Then, you'll be able to paste your YouTube video URL into the appropriate field and play your videos directly in the music player. Additionally, artists can receive performance royalties on each play of their song through YouTube’s partner program - for more information, visit YouTube.com/partners.

• How do I change my album art? All I see is a big R!

  The best way to do this is by clicking on the track, and when the dialog box pops up where you can rename the track or allow it to be download-able/buy-able, just move over to the R and you’ll see a question saying “Upload New Image?” Click there and you’re good to go!

• How do I put songs on my BandPage?

  We connect through SoundCloud connect, so you can instantly pull all the songs off your SoundCloud account and put them directly onto your BandPage. You can also upload tracks directly through your computer, or you can upload YouTube Tracks from YouTube.

• How can I sell my songs or make them available for download on BandPage?

  To make your tracks purchasable on the BandPage;, go to the content editor at RootMusic.com. Select the tracks you want to make purchasable or downloadable; a dialog box should show up with the buy and download buttons on the right. If you select “Buy”, a green dialog box should pop up above the track, and you can copy and paste the purchase URL in there. If you select “Download”, your songs will then be downloadable.

• How do I rearrange or delete songs?

  To delete or rearrange songs from the music player, go to the content editor at RootMusic.com. Select the song, and an arrow button will appear. You’ll be able to click and drag the songs in order to rearrange them. To delete songs, you can click the circle button with a dash through it on the right hand side of the song.

• Why aren’t my songs showing up when I try to add a track? Why do my songs say they’re saving but never actually save to my BandPage?

  You may have hit your two-hour limit on free music on SoundCloud and would have to go to SoundCloud to delete some tracks, or perhaps the link to SoundCloud is acting up. To fix this, go to “Settings” on the top right of the editor and find the SoundCLoud settings — you can remove the link to SoundCloud connect and try to re-connect.

  There could also be an issue with privacy settings on the track — if you have restricted privacy settings on the tracks they can’t be added to the page.

  To resolve this issue please go to soundcloud.com and go to the settings of each of your tracks and look at “Download Options” and make sure that you have checked “Allow a 128 kbps mp3 to be accessible for widgets, podcasts & applications.”

  This can also happen if you’re trying to add a song from your computer — if that’s the case check out the next question.

• When I try to add a song from my computer, nothing happens!

  If BandPage can’t recognize the tracks on your computer, it will automatically ask you to connect to SoundCloud. The only solution here is to set up a SoundCloud account, which is fast, easy and free. It’s the easiest way to format your music so that BandPage can recognize it.

  There’s one alternative to using SoundCloud: YouTube Tracks. When you hit the "Add Track" button, you'll see the option to add a track via YouTube. YouTube Tracks are songs and videos that play in the music player and allow artists to provide video along with their music tracks. Additionally, artists can receive performance royalties on each play of their song through YouTube’s partner program - for more information, visit YouTube.com/partners.

• People are stealing my music! Help!

  Piracy has been and will continue to be a problem with all streaming providers, not just BandPage. YouTube, BandCamp, Myspace, et al — all of these services that offer streaming can be taken advantage of by somebody with the motivation and know-how. BandPage was made to serve musicians, and we felt musicians were far greater served by getting their music out to fans quickly and easily through free streams than by not. Think about how easy it is to shoot a song to your friend to listen to now… compared when you would have to drive over to their house and put a CD on. When streaming your music, yes, piracy is a risk, but we think that letting your fans listen to your music and share it with their friends outweighs the losses. This concern is front and center, and we're doing everything we can to make sure your music is safe.

Adding / Editing Shows

• How do I add a show?

  To add a show, go to the shows section and select the “Add Show” option. You’ll be able to add all the information about your show. You can also use ArtistData — check out the next question.

• How does ArtistData work on BandPage?

  With ArtistData, you can update your shows once and sync them across all your sites. To generate a key, select the ArtistData option under the Settings tab, located in the top-right corner of the editor. You’ll be walked the process of setting up an account, and then you’ll be able to add all your shows. Know that shows can take up to 24 hours to show up on your page.

• How can I sell tickets to my shows on BandPage?

  To sell tickets to your shows, you need a link to the website that is selling the tickets. Go to the show you want to add ticket sales to, and click on the shopping cart icon. A dialog box will pop up where you can type or paste in the link. If you fill in the link, a ticket icon will appear next to that show on your BandPage that redirects fans to a page where they can buy tickets.

More Info, Videos, Photos, Twitter + Blog

• How do I add my Twitter and blog?

  To add your Twitter or blog, go to the bottom of the BandPage. You’ll see three tabs: wall, Twitter and blog.

  To add your Twitter, type in your username without the @ symbol. For example, for RootMusic’s Twitter, we type in RootMusic. You also have the option to add a list to your page — simply type in the name of the list (it must be on the Twitter account you put in the ‘username’ field) and you’re good to go.

  To add your blog, copy your blog URL into the appropriate field. You can also add a special blog title.

• Can I leave ‘More Info’ open by default? How about my Twitter or blog?

  To make the ‘More Info’ section opened by default, click the pin tab that appears to the right of the “More Info” button when the section is opened in the editor. You can undo this change by clicking the pin again to ‘unpin’ it.

  You can opt to make either the Wall, Twitter, or blog open as the default view in a similar fashion. Just click the ‘pin’ tab to the right of the Wall/Twitter/blog section while the section you want to be open by default is selected.

• My blog feed or Twitter feed isn’t loading. Help!

  When adding your Twitter feed, be sure to put in just your username without the @ symbol. For example, if you want to put in Lady Gaga’s Twitter feed, all you have to enter into the box is ladygaga.

  If you’re having trouble with your blog, you can create a Feedburner Feed with your existing RSS feed — just register the feed URL with the Feedburner system by typing it in on their site. Feedburner then creates a new feed for you that should work on BandPage.

• How do I add or delete videos and photos?

  You can add photos to your BandPage by adding them to the regular photo albums on your Facebook fan page. To delete videos or photos, delete them from your regular Facebook fan page.

  When you add or delete new photos and videos, you can automatically sync up the changes by logging into the editor at RootMusic.com. When you log into RootMusic.com, RootMusic and Facebook exchange information about the changes that are made on either platform. Then your changes are updated on both sites.

BandPage Appearance Mode

• Can you tell me the dimensions of my page, so that I know what size I need to make my banner/background?

  The banner is 520px wide and can have a height of up to 500px presently. The rest of the page is 520px wide as well. The height of your BandPage depends on the amount of content it contains, so make sure to have a background picture that leaves some room at the bottom! If you want to use an image for the bio pane, make it 500px wide and 275px tall to fit the entire area.

• My image isn’t loading, or looks very bizarre (colors are completely different!) What should I do?

  Make sure that your image is the right size (see above question) and that it’s in RGB color format (as opposed to CMYK). You can also clear your cache, log out of RootMusic and restart your browser. If you’re still having issues, send us a link to your page at support@rootmusic.com so we can clear your cache on our end.

• What customization options do I get with BandPage Basic?

  With BandPage Basic, you have the option to upload a custom banner and add color themes to your page.

• What customization options do I get with BandPage Plus?

  You can design the entire page - add a banner, background image, customize your fonts, and add unique colors to every field of the BandPage.

BandPage Tools

• How do I make a track like or email to listen? Or like, tweet or email to download?

  To make your track like to listen or like to download, go to the content editor and upload a new track. Next, go to the tools mode and turn on the like to listen feature. For email to stream or download, or tweet to download, follow the same process, but make sure you’ve upgraded to BandPage Plus to access this feature.

• I want to make my track like to download, but when I’m in tools, I don’t see that option.

  To make your track like to download, you must first make it a downloadable track while editing songs in content mode. Click back into the tools mode, select your song, and turn on the like to download feature.

• How can I export my email list?

  To export your email list, go to the messaging tab and select “Email List.� You’ll see a button that says “Export CSV.� Your email list will then be exported to a file where you can access the emails.

• What is a fan only banner?

  With fan only banner, you have the option to create two unique banners - one for fans that have already liked the page and one for visitors who haven’t yet liked your page. With fan only banner, you can put a call to action to new visitors to like the page while giving your fans something special, like a new music video. Make sure you’ve upgraded to BandPage Plus to access this feature.

• What tools do I get with BandPage Basic?

  With BandPage Basic, you get mailing lists, hyperlinked banner and like to listen or download. Check out our feature list for a complete breakdown of our features suite.

• How do I add a banner video?

  To add a banner video, all you need is a link to your video on YouTube. Go to the tools editor, select the video option at the top of the banner, and paste your link into the field. Then, you’ll be able to resize and position your video. Make sure you’ve upgraded to BandPage Plus to access this feature.

• How do I make my banner a link to a website?

  Easy! Go to the tools editor. At the top of the banner, you’ll see a link option. Paste your link into the field, and your fans will be redirected to your site when they click on the banner.

• What tools do I get with BandPage Plus?

  With BandPage Plus, you get all the tools from BandPage Basic, as well as fan only banner, email or tweet for download, email to stream, and video banner. Check out our feature list for a complete breakdown of our features suite.

Upgrading / Canceling

• How do I upgrade?

  To upgrade, you can go to the upgrade page if you’re logged in. You can always get there by hitting the upgrade button (in the upper navigation menu, on the right). From there, you’ll be walked through the process of upgrading.

• What forms of payment do you accept?

  We currently accept credit cards and PayPal. Prepaid cards and debit cards are currently not supported as forms of payment.

• How do I cancel my subscription?

  Simply open the BandPage you want to deactivate in the editor, click on Settings (the tab at the top-right of the editor) and go to the Billing tab. Click “Cancel Subscription.” If you decide to change your mind, we will keep your customizations warm for you!

• I upgraded the wrong page! How do I transfer it?

  To change the page that you’ve upgraded, cancel the BandPage Plus on the page that you want to remove it from (under settings). Send a copy of your original receipt to support@rootmusic.com so we can refund you. Then you can upgrade the page that you want to have BandPage Plus.

• I need a refund!

  Uh oh, what happened? We can only give you a refund if there’s a good reason. If you have a good reason (you upgraded the wrong page, you need to change your credit card info), send us a copy of your original receipt and/or a link to your page, and we’ll refund your account.