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Getting help
The five ways to get help — frequently asked questions, online assistant, contact form, support ticket and claim — and how to choose the right one.
A question, a blockage, a disagreement: the platform offers several channels, each suited to a different situation. Picking the right one saves you time.
Which channel for which question?
| What you need | The right channel |
|---|---|
| A general question about BURIDA or a procedure | Frequently asked questions, then the online assistant |
| To be directed to the right department | Contact form |
| A technical problem on the site | Support ticket |
| A disagreement about how a case was handled, or a distribution dispute | Claim |
Frequently asked questions
Available without an account and organised by category. Always start there: the answer is often already written.
The online assistant
A floating help button is present on the site's pages. The assistant answers from the content published by BURIDA and offers suggested questions. The conversation carries over from one page to the next, and you can close it whenever you like.
Good to know the assistant does not handle cases: it explains and directs. For action on your file, go through a ticket or a claim.
The contact form
It exists to reach the right BURIDA department. You provide:
- your full name,
- your email address,
- your phone number — optional,
- the subject of your request, chosen from a list,
- your message — between 10 and 2,000 characters.
The subject you choose determines which department receives your message: take the time to select it correctly.
The support ticket
Tickets are for technical problems: a page that will not open, a file that refuses to upload, a payment that does not update.
You provide: your name, your email, a category, a subject and a message of at least 10 characters. You can attach a file of up to 10 MB.
A ticket number is given to you when you send it: keep it.
- You can open a ticket without being signed in.
- Once signed in, the My tickets section gathers every ticket opened with your account's email address, and lets you reply to continue the exchange.
Good to know use the same email address as your account, otherwise your ticket will not appear under My tickets.
Claims and requests
This section of your personal area is for substantive matters, not technical incidents. Three kinds are offered:
- Claim — to report a disagreement about how something was handled, a delay, or a service provided.
- Request — to make a free-form request: information, a document, a contact.
- Distribution dispute — to challenge the amount, or the absence, of a royalty distribution.
The form contains:
- the kind of request,
- the subject — 120 characters at most,
- the description — between 10 and 5,000 characters,
- the distribution disputed — required, and only, for a distribution dispute,
- an optional attachment: jpg, jpeg, png, pdf, doc or docx, up to 10 MB.
Your case is submitted immediately: there is no draft to come back to. A number is assigned to it, and the case page shows you the request, the answer and the history of how it was handled.
Warning you only see your own claims. A case opened by someone else is refused to you, even if you know its number.
What helps us answer quickly
- Quote the reference of the case concerned: payment number (
PAY-…), receipt number, ticket number, claim number. - Describe what you were doing and what you expected.
- Attach a screenshot or the document at issue.
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