Customer Support

Need help using Echospin or have a question about how it works? You may find your answer below in the list we've compiled of our most Frequently-Asked-Questions (FAQ).


Can't find your question?
Feel free to contact us for even more questions and answers.
 

Echospin is a digital delivery solution. It enables musicians to sell and deliver music directly from their own websites, email messages and other points of service. When you click an "Echospin It" link, Echospin's Delivery Wizard loads on your computer - with your permission - and offers to deliver the music three different ways:

• Save Music to Folder
  Save the album to your computer's music folder, or any other folder you specify.
  
  
• Copy Music to Device
  Copy the album to your portable device (only iPods are supported at this time).
  
  
• Burn Music to CD
  Burn the album to CD (provided you have a burner and a blank disc).

Echospin has all of these capabilities built in. You can do any one, two or all three of the delivery options. Echospin will also print out the artwork for you, if you want.

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At this time, Echospin requires a Windows PC or a Mac with a broadband connection. Supported web browsers include recent versions of Internet Explorer, Safari, Firefox and Opera.

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Sometimes there are instructions in your web browser that you need to follow, for example "when prompted, click install." In the event that Echospin has a problem loading, you may see an error message in your web browser. Please be sure to read the error message carefully, because there are often suggestions to fix the issue immediately, such as "please close all browser windows and try again." If you are still encountering a problem, please contact our technical support department. Be sure to include any relevant information that may assist us in resolving your issue.

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Most likely this is happening because you are using Internet Explorer with security settings on "High". If you are using a computer on a corporate network and getting this error, it is likely that your web browser has been locked down to prevent any software from being installed. If possible, try adjusting your browser’s security settings to "download signed browser add-ons/ActiveX controls" -- you may need to close all browser windows before trying again. In a corporate environment, it may be impossible or simply against company policies to change these settings, in which case we hope you’ll go somewhere you can Echospin to your heart's content.

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In order to do our magic, including automatically saving an album and artwork to your music folder, burning a CD and copying music to your portable device, Echospin needs to install our Delivery Wizard on your computer. For the sake of convenience, we do this using a digitally signed add-on for Internet Explorer (for browsers like Firefox, Safari, and Opera, we use a Mozilla Plugin). Browser add-ons are a technology that enable companies like Echospin to temporarily enhance the capabilities of the browser.

When you click on an Echospin link, your browser goes to fetch Echospin’s browser add-on, but before it installs it on your computer, Internet Explorer will likely give you the "Add-on Warning" and ask if you want to allow or deny the installation of the control. To protect our users and certify our add-on, we have signed it using a digital certificate from Verisign, the most trusted certifying authority on the Internet. Not only is it expensive to register for such a signing certificate with Verisign, companies must go through a rigorous multi-step enrollment and authorization process. We encourage our users to check and make sure that the add-on control is indeed signed by us ("Echospin LLC") -- you can do this by clicking the "View Certificate" option. Then, you only need to "allow" Echospin to be installed so we can do all the cool things we do.

Oh, and don't worry, our application is very small, and never runs in the background. It only runs when when you click an Echospin link and then goes away when you're done. Even uninstalling Echospin is easy: in Windows, just go to Control Panel -> Add/Remove Programs. Be sure all browser windows are closed, select Echospin from the list and click remove.

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In order to do our magic, including automatically saving an album and artwork to your music folder, burning a CD and copying music to your portable device, Echospin needs to install our Delivery Wizard on your computer. This application takes up very little space and never runs in the background. It only runs when when you click an Echospin link and then goes away when you're done. If you decide you want to remove it, it's very easy: in Windows, just go to Control Panel -> Add/Remove Programs. Be sure Echospin and all browser windows are closed, select Echospin Delivery Wizard from the list and click remove.

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Echospin uses strong encryption technology to protect the transmission of sensitive data, including your credit card number. Once payment has been securely processed (usually this only takes a few seconds), Echospin keeps a record of the transaction, but we do not keep your credit card number. For more information on how we handle your personal information, please view our Privacy Policy.

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If you see Echospin.com on your bill it means that you used that card to Echospin an album. If you have any questions about any charges, please contact our billing department. Be sure to let us know your full name and the date of the charge.

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Unless specifically stated otherwise, Echospin delivers MP3 files when saving music to a folder or to a portable device. Digital audiophiles will want to know that all MP3 files distributed through our service are encoded with LAME at a minimum of 192Kbps VBR, with most recent releases encoded at a setting of 320Kbps VBR. In some special cases, Echospin delivers Windows Media Audio protected content. However, these protected audio files can still be burned to CD and copied to your iPod, thanks to Echospin's magic.

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Unless noted otherwise, Echospin burns a standard audio (redbook) CD - the same type of CD you would purchase at a record store. It will be playable in virtually any stereo system at home or in your car, including your computer.

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Echospin can print out the album art for you after it delivers the album. Simply click the "Print Art" button and select your printer. Additionally, when you choose the "Save Music to Folder" delivery options, Echospin puts a JPEG of the album cover in the folder along with the music.

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Echospin is not a music player, media library or digital entertainment hub. Rather, Echospin is all about delivering the music to you how you want it (Save Music to Folder, Copy Music to Device, or Burn Music to CD) and then getting out of the way so that you can access it the way you want to.

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When you close Echospin, the application goes away. Don't worry, you can always get Echospin back. Just click the same link you orginally followed or check your email for your purchase confirmation. For every album you purchase or redeem, Echospin sends you an email confirmation that includes a special "resume" link built right into the message. Just click that link to get back to the application.

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For most albums, the rule is that you can keep "Echospinning" the album until it expires or until you have exhausted all three of the delivery options (Save Music to Folder, Copy Music to Device and Burn Music to CD), whichever comes first. You can suspend or resume delivery at any time.

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The delivery options screen lets you tell Echospin exactly how and where you want the music. You don't have to select every option, but it's all there for you:

• Save Music to Folder
  Echospin will create a folder with the songs, a playlist and artwork anywhere you want. We guide you to your default music folder, since that's what most music players use, but you can browse to any folder on your system. Just pull down the menu and choose.
  
  
• Copy Music to Device
  Just connect your iPod and Echospin will detect it, and copy the album to it. Note: Echospin only supports PC-formatted iPods, at this time.
  
  
• Burn Music to CD
  If you want to burn the album, and you have a burner, you pull down this menu and select your burner from the list.

If you do not select an option the first time around, you can "Echospin" the album again until you have exercised all of your delivery options.

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When you Echospin music from a participating artist, we send you an email with a referral link that lets you easily share the music with your friends. You can post the link on your website or blog, or simply forward the email itself. No matter how you share the link, we'll know the referral came from you. This way, if you manage to send over a lot of referrals, we'll let the artist know all about your support and dedication.

With albums that are purchased, we've added an extra incentive. When 10 friends buy the album from the referral link, you're rewarded by having your album comped. In other words, the money you paid for your original purchase is credited back to your credit card. We'll automatically keep you posted as to your reward progress by sending you an email when you reach 5 friends, and then again when you hit the reward marker -- 10 friends. Your thank-you email will contain a special link to instantly process the reward. Don't forget, for a referral to be counted, it's essential that your friends click through the link that we sent you in the email.

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For technical or billing issues, you can always contact us. We'll get back to you as soon as possible and try to resolve whatever problem you have. When emailing us, please try to include as much background information as possible.

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