ACX customer service phone number — how to reach ACX support and get fast resolution

Does ACX have a public customer service phone number?

Short answer: ACX (Audible’s Audiobook Creation Exchange) does not publish a dedicated, standalone customer service phone number for creators and producers. Since its launch in 2011 ACX has routed most creator support through its Help Center, a ticketing system, and email-based assistance rather than a public call center. That approach preserves secure handling of account details (tax info, royalty payments, bank deposits) and provides an auditable record of every request.

If you absolutely need phone contact related to Amazon/Audible account-wide issues (not ACX-specific production questions), Amazon’s general customer support can arrange callbacks through your Amazon account’s “Contact Us” workflow. Use Amazon’s contact page: https://www.amazon.com/gp/help/customer/contact-us. For ACX-specific issues, the fastest reliable route is the ACX help portal and support form (links below), not an unpublished phone line.

Official ACX support channels and direct links

Primary ACX support is handled through the ACX Help Center and the ACX support request form. These are the canonical places to open tickets, attach screenshots, supply invoices, and track progress. Use: https://support.acx.com/hc/en-us and create a new request via https://support.acx.com/hc/en-us/requests/new. Submitting via the portal ensures your case is routed to the correct internal team (payments, title rights, production, or technical).

Additional public resources include the ACX Knowledge Base (detailed step-by-step guides on royalties, distribution, and publishing), the ACX blog and Audible’s creator resources. Because ACX operations are part of Audible/Amazon, general corporate address and non-ACX Amazon matters reference Amazon’s headquarters: Amazon.com, Inc., 410 Terry Ave N, Seattle, WA 98109.

How to contact ACX support — practical step-by-step

• Log in to your ACX account (https://www.acx.com). Click “Help” in the top-right, then “Contact us” to open the support form. Choose the category that best fits: Payments, Title Support, Auditions/Producer Issues, Rights & Distribution, or Technical Support.
• Use the support form at https://support.acx.com/hc/en-us/requests/new. Attach any relevant files (royalty statements, MP3/MP4 sample, invoice PDFs, screenshots). Aim to submit one ticket per issue to avoid routing delays; combine related documents into a single ticket.
• If a phone conversation is essential (for example, to authorize large account changes), request a callback explicitly in the ticket. ACX teams will often offer a scheduled phone meeting for complex disputes or payment escalations, but you must first open a ticket so support can verify identity and prepare documentation.

What to include in your ACX support request (checklist)

• Account email and ACX username; Title name and ASIN/ISBN (if published); Project ID or Producer ID where relevant.
• Specific problem description with dates and amounts: e.g., “Royalty payment missing for March 2025, expected $1,248.35 per statement dated 2025-03-15.” Include bank quote numbers or deposit dates if you received a partial payment.
• Attachments: royalty statement PDF, bank deposit screenshot, invoice (if hiring a narrator), finished audio sample (if technical rejection), and any prior correspondence (ticket numbers). Clear, concise attachments reduce back-and-forth and shorten resolution time.

Typical response times, escalation and expected outcomes

Typical initial responses from ACX support arrive within 24–72 business hours for routine tickets (account queries, content questions). Payment disputes or rights escalations often take longer — expect 5–10 business days for full investigation if third-party banks or international transfers are involved. If an issue remains unresolved, ask the support agent for an escalation ID or for the case to be moved to a senior specialist; most escalations are handled within another 3–5 business days.

Common outcomes include: correction and reissue of royalty payments, removal or replacement of rejected audio files, reinstatement of distribution rights, or confirmation of tax/document compliance. For contract and rights disputes, ACX may require signed documentation; plan for 7–30 days depending on the complexity and legal review needs.

Additional expert tips and industry context

Know your ACX contract terms before contacting support. ACX offers two standard royalty options: exclusive distribution at 40% of retail for sales through Audible/Amazon/iTunes and non-exclusive distribution at 25% — these percentages are critical when discussing payments and must be referenced in royalty disputes. Also be aware of typical narrator rates (industry norms vary, often $100–$400 per finished hour for freelance narration) so any invoicing or producer-payment issues can be addressed with realistic expectations.

If you need faster, phone-driven escalation, be prepared: open the support ticket first and include a concise summary requesting a callback with preferred time windows in your time zone. Referencing precise amounts, dates, ASINs, and attaching supporting documents will make any eventual phone call focused and productive instead of repeating basic verification steps.