Customer "support" is tragic, misleading and possibly illegal
As most people report, the customer service is lacking. Lots of template responses that don't answer questions. It's either bots grabbing what it thinks are relevant responses or someone reading key words and thinking the reply applies. It usually doesn't. The biggest concern we have is our previous distributor sent out music for Content ID and inquired about why Too Lost hadn't done the same for our music. "Support" -- that never attaches names to replies so there's no identifiable accountability -- said because our music is AI-assisted (not fully AI) that it's ineligible. They continued to reference a public-facing website that shows what is and isn't eligible. The list doesn't include anything about AI-assisted music. When pressed further, "support" simply shutdown and said it's a "confidential" agreement with YouTube that can't be shared. Problem is, if this alleged agreement applies to users, it should be disclosed in terms of use. When asked for specific details, "support" continually refused and ultimately stopped responding to messages. Multiple emails to Too Lost CEO have gone unanswered (though we did get his out-of-office, so we confirm he's receiving our messages). Additionally, five emails to Too Lost's "legal" rep, Elena, have also gone unanswered. Too Lost appears to be misrepresenting user agreements and won't clarify or provide details of its claims. In some jurisdictions, this is illegal when it pertains to user agreements/terms of use as a contractual arrangement. In short: Too Lost is either withholding information that govern its customers or is misrepresenting/lying about "confidential" agreements with YouTube. Agreements, when guiding terms of use that apply to you and your work, should never be secret. We're escalating to our parent company's legal team, our union and guild, plus federal regulators governing consumer protection.