Support
We’ve got you covered! Our objective is to respond to your inquiry with the following tiers of support, whenever it’s needed. Simply familiarize yourself with the available options and our team is here to respond whenever you have an important inquiry about a delivery order, or simply needing support to help prepare your creative!
TIER 1
Front line support provided by industry experts to get your issues sorted ASAP.
TIER 2
IT or admin level of support for advanced technical troubleshooting is on hand and ready to step in as required.
ROUND THE CLOCK
We’re here all day every day 24X7.
CHAT BOT
Whether you have an account with us or not, simply use our Chat Bot to make an inquiry or leave a question for us and we’ll answer as swiftly as possible.
LIVE CHAT
Log into DMDS and our Client Services team are live and ready to help you with any aspect of your order.
DEDICATED ACCOUNT MANAGER
Call your assigned dedicated account manager and they’ll help you with your every delivery need.
Advertising Client Services
(866) 992 9902 x2 (Toll free)
Make an inquiry using our Chat Bot.
| ADVERTISING – CUSTOMER SERVICE BUSINESS HOURS | ||
|---|---|---|
| WEST COAST (PT) | CENTRAL (CT) | EAST COAST (ET) |
| 5 AM – 1 AM | 7 AM – 3 AM | 8 AM – 4 AM |
Monday to Friday, excluding national holidays.
Please advise Customer Service within business hours so we can arrange the right support for you.
If you have an ORDER STATUS enquiry, please contact Customer Service.
Music & Awards Client Services
(866) 992 9902 x403 (Toll free)
Make an inquiry using our Chat Bot.
| MUSIC – CUSTOMER SERVICE BUSINESS HOURS | ||
|---|---|---|
| WEST COAST (PT) | CENTRAL (CT) | EAST COAST (ET) |
| 6 AM – 5 PM | 8 AM – 7 PM | 9 AM – 8 PM |
| BUSINESS HOURS 11X5 | OUTSIDE OF BUSINESS HOURS 24X7 |
|---|---|
Monday to Friday, excluding national holidays. |
Please advise Customer Service within business hours so we can arrange the right support for you. |
Affiliates (destination) Support
| AFFILIATES (DESTINATION) SUPPORT | CONTACT |
|---|---|
| For ADVERTISING destination inquiries | Please contact the above Client Services teams to initiate your affiliate and destination support request. |
| For MUSIC destination inquiries |
Take control with these service highlights
24/7/365 PLATFORM
You can login to our cloud-based platform to create orders, upload spots, manage your orders and content, and to receive historical proof of delivery (POD) confirmations. Our cloud-based platform creates orders, receives content, and delivers prepared content to your selected destinations.
CLOUD STORAGE
As part of the service we store your original content in our library for a period of 12-months at no charge. From there you’ll be notified and can choose what you want to do moving forward.
PRODUCTION SERVICES
Needing help to prepare your video? We’ve got you covered with a complete list of production services to manage and get your content ready for delivery.
The latest FAQ’s
Advertising
- What is the difference between an ISCI and an Ad-ID filename?
This is a good question as both ISCI (Industry Standard Commercial Identification) and AD-ID file naming both assist the broadcast industry to easily identify your spot across businesses. What’s the difference? ISCI (Industry Standard Commercial Identification) File naming using the ISCI standard can be created by you during the production process however it is not […] - Where can I find pricing for Yangaroo Advertising delivery services?The best way to get pricing is to contact Yangaroo using the below contact details. North America: 1-855-534-0607 (Toll-free in North America) International: +1 416-534-0607 Email: [email protected] A Yangaroo rep will be happy to help you figure out how Yangaroo can best and cost-effectively be utilized for your project(s). Contact us now! Follow us on […]
- I’m a broadcaster and want to get connected!We’ve made our platform easy to use and extremely powerful. A broadcaster can be set up using Yangaroo in one of three ways. Yangaroo DMDS Web. Yangaroo DMDS Web provides the destination with our web-based interface to access, review, and confirm required media. Yangaroo DMDS Deliver. Yangaroo DMDS Deliver allows us to Push or the […]
- How do I submit traffic instructions and receive notifications?No problem! When you send your media order, you’ll have the option to include traffic notifications as well. You can attach documents, type in your instructions – whatever works best for you. We can even synchronize and retrieve data from other traffic management utilities you may be using internally. All in all, we’ve built an advanced […]
- Ok, my spot has been uploaded. Now what?Great job! Once your spot is received, our expert video team will start both automatic and manual quality control (QC) efforts to ensure your content meets broadcast standards. If we see any issues, we’ll quickly notify you via email or phone with details of anything that may need to be fixed or present options to […]
- How do I get my spot to Yangaroo DMDS for delivery?It’s simple and easy to prepare your video spot! YANGAROO’S DMDS platform has been designed to seamlessly integrate into your existing production workflows. Prior to uploading, your video should be formatted with a 5 second slate and 2 seconds of black at the head, followed by the media. More options available for uploading audio and […]
Music
- My video contains explicit language and content – should I be submitting a clean version only?Yes and no. If you’re submitting to one of the CBSViacom networks (BET, CMT, MTV, Nick Music), you can submit the explicit version (without closed captioning) and upon acceptance, their Standards & Practices department will review the video and post a list of edits they will need before playing it on air. Other TV broadcasters […]
- Are there more video destinations available than what I see in the Destinations step?Yes! With a Pro upgrade, you will have access to our full database of music industry promotional destinations. A listing of the main music video destinations can be viewed on this page. Upgrades can be done instantly via the Upgrade to Pro button on your Dashboard after logging in. More info about the Pro account option can be found here.
- DMDS allows me to upload wav and mp3 files. Which type is best?Radio holds very high standards for the quality of audio they play on-air. Wav is the standard uncompressed digital file format suitable for radio. The compression used in converting music to mp3 degrades audio quality. Distributing a less than pristine audio file will limit your chances of gaining airplay, especially with satellite and HD broadcasters. […]
- How can I find out exactly when and where my songs and/or videos have been played on air?We provide a radio tracking/monitoring package via Nielsen’s BDS Radio service as an optional add-on that will provide you with 8 weeks of airplay reporting data detailing exactly which Nielsen monitored stations (terrestrial, satellite, and online) have played your songs, how many times, and the size of the audience for each spin. If there is […]
- I’ve delivered my release to radio. When will they start playing it?YANGAROO Music’s DMDS provides access to your promotional release for radio programmers to stream and download in broadcast-quality (provided you upload your music as a broadcast-quality wav file). There is never a guarantee your release will be listened to by a programmer, or played on air. That depends on the quality of your music and […]
- What type of video files do broadcasters require?Detailed file specification information can be found here. When music videos are uploaded, our video team will perform a manual QC (quality control) and email you the results. If it meets the specs, we’ll confirm it’s ready to send as a broadcast file. Please note: initial submissions to most broadcasters don’t need to be broadcast spec, […]