Understanding Case Types in the Member Portal
Before You Start
- Log in to the SOCAN Member Portal
- Case types are selected during case submission
- Some case types may require additional details or documentation
For step by step instructions, see How to Submit a Case in the Member Portal
Agreement Maintenance
Use this case type for changes related to agreements.
Common requests include:
- New agreement
- Agreement modification
- Agreement termination
Step by Step
- Select Case Type: Agreement Management
- Select Sub Type: Agreement Maintenance
- Select Update Type: New, Modification, or Termination
- Choose this option if your request involves updating or managing an existing agreement.
Profile Management
Use these case types to request changes to member or account information.
Profile Updates
Includes:
- Business owner update
- Name change
- Payment name change
- SIN / SSN update
- U.S. representative update
Select the specific profile update option that best matches your request.
Profile Updates — Payment Name Change
For updates to the name used for payments.
Profile Updates — SIN / SSN
For updates to tax identification information.
Profile Updates — U.S. Representative
For changes related to your U.S. representation.
Profile Updates — Business Owner
For updates to business ownership information.
Step by Step
- Select Case Type: Profile Management
- Select Sub Type: Profile Update
- Select Type of Update: Payment Name Change, SIN/SSN, U.S. Representative, Business Owner
Member Termination Request
Use this case type to request membership termination.
This request requires formal case creation.
Step by Step
- Select Case Type: Profile Management
- Select Sub Type: Member Termination Request
Repertoire Management
Use these case types to request changes to repertoire information and to request an ISWC #.
ISWC Number Request
Use this case type to request an ISWC number for a work.
Step by Step
- Select Case Type: Repertoire Management
- Select Sub Type: ISWC # Request
Repertoire Maintenance
Use this case type for updates related to works or repertoire information.
Some requests may require review or clarification.
Step by Step
- Select Case Type: Repertoire Management
- Select Sub Type: Repertoire Maintenance
Royalty Inquiry
Use this case type if you have a question about a royalty payment or statement, including:
- Missing, delayed, or unexpected royalty amounts
- How a payment or statement line item was calculated
- Royalties related to a specific work, usage period, or distribution
Use this only for royalty-related questions. For account updates, work registrations, agreements, or portal issues, please select a different case type.
Domestic Repertoire
Use this option when you have questions about royalties earned in Canada and paid directly by us.
- Audio-Visual (AV)
- Internet
- Concerts/Live Performances
- TV commercials
- Radio / Pay Audio
Step by Step
- Select Case Type: Royalty Inquiry
- Select Sub Type: Domestic
- Select Update Date: AV, Internet, Concerts, TV Commercials, Radio/Pay Audio
Foreign Repertoire
Use this option when you have questions about royalties earned outside Canada, collected through international partner societies.
- Audio-Visual (AV)
- Internet
- Radio
Step by Step
- Select Case Type: Royalty Inquiry
- Select Sub Type: Foreign
- Select Update Date: AV, Internet, Radio
Support Requests
Use this case type for technical or process-related support, including:
- Cue sheet upload issues
- CWR
- Portal access or functionality
- AGM
- Board elections or voting
- SFTP / FTP
- API access
Step by Step
- Select Case Type: Support Request
- Select Sub Type: Support Request
- Select Update Date: Cue Sheet Upload, CWR, Portal, AGM, Board Elections/Voting. SFTP/FTP, API
Choose the option that best matches the issue you’re experiencing.
Not Sure Which Case Type to Choose?
Select the closest match based on your request. SOCAN staff will review your case and follow up if clarification is needed. If you notice that your originally submitted portal case was cancelled, it was likely due to it being an incorrect case type and someone on the SOCAN team will create a replacement case to ensure your request is directed correctly.
Need Help?
Open a New "Support Request" Case in your member portal.
How to Submit a Case in the Member Portal
Email us at: members@socan.com or call the Membership Team at 1-866-307-6226