Support
How can we help?
Answers for the artists who use Encore and the fans who scan it. Still stuck? A real person reads every message.
For fans.
Do I need an account or an app to tip or request a song?
No. Scan the artist's QR code, pick an amount or a song, and pay with Apple Pay or a card on Stripe's secure checkout. Nothing to download, no account to make.
How do paid song requests work?
You pick a song from the artist's own setlist and pay the price they set. Your request goes straight into the artist's private queue: they see it, the rest of the room doesn't. When and whether to play it is up to the artist.
What if the artist doesn't play my request?
If the artist skips your paid request, or it's still unplayed 24 hours after you paid, you're refunded automatically to the card or Apple Pay you paid with. You don't need to ask. Most banks show the refund within 5 to 10 business days.
Can I get a refund on a tip?
Tips are gifts to the artist, so they aren't refunded automatically. If you tipped the wrong artist or the wrong amount, email support@encorelivemusic.app with the date, the amount, and the artist's name, and we'll help sort it out.
I paid with Venmo, Cash App, PayPal, or Zelle. Can Encore refund that?
No. Those buttons open the artist's own account in that app, so the money goes straight to them and never passes through Encore. Ask the artist, or use that app's own help.
Does the artist see my card details?
No. Stripe processes every card and Apple Pay payment, and neither Encore nor the artist ever sees your card number. The artist sees only the name and note you choose to add.
How do I stop getting show emails from an artist?
Every show email has a one-tap unsubscribe link at the bottom. Tap it and you're off that artist's list.
For artists.
How do payouts work?
Card and Apple Pay payments run through Stripe Connect. Set up payouts from Payouts in your dashboard and Stripe verifies your identity and bank account. After that, every tip and paid request lands in your Stripe balance minus the Encore platform fee and Stripe's processing fee, and Stripe pays out to your bank automatically, usually within a couple of business days. Your first payout can take longer while Stripe finishes verification.
What does Encore cost?
Free has no monthly bill and a 10% platform fee on tips and paid requests. Pro is a monthly plan on encorelivemusic.app that drops the fee to 5% and adds a custom accent color for your page. Stripe's processing fee applies either way. Encore takes nothing from Venmo, Cash App, PayPal, or Zelle payments, since those go to you directly.
How do I skip or refund a paid request?
Skip it from your live queue under Live in your dashboard. Skipping a paid request refunds the fan automatically to the card or Apple Pay they used, so there is nothing to chase down afterward. A paid request still unplayed 24 hours after it came in is refunded automatically too, so tap Mark played as you go.
How do I print my QR poster?
Go to Site in your dashboard and open the print view. Pick US Letter or A4, then print at 100% scale or save it as a PDF. The QR points at your handle, so it keeps working when you edit your page. If you change your handle, reprint.
How do I cancel Pro?
Open Settings in your web dashboard at encorelivemusic.app, then Manage billing under Plan. The iPhone app doesn't handle billing. That opens Stripe's billing portal, where you can update your card, download invoices, or cancel. You keep Pro until the end of the period you've paid for.
How do I delete my account?
Open Settings in your dashboard (or in the Encore iPhone app) and choose Delete account. It's permanent: your public page, setlist, shows, subscribers, and history are removed, any Pro subscription is canceled, paid requests you haven't played are refunded to the fans, and any band you own is deleted along with its members' access. Your Stripe account isn't closed, so any pending balance and payouts stay yours; sign in to Stripe directly to manage it. Can't sign in? Email support@encorelivemusic.app from the address on your account and we'll delete it for you.
I forgot my password.
Use Forgot password on the sign-in page. We'll email you a reset link that works for one hour.
Still need help?
Email us and include your Encore handle (or, for a payment, the date, amount, and artist) so we can find it fast. Pro artists get priority.
See also our Privacy Policy and Terms.