Support Team FAQ

What are the support team’s office hours?

• Standard hours: Monday–Friday, 9:00am–6:00pm ET

• Closed: U.S. national holidays

• Limited coverage: evenings and weekends (responses may take longer outside standard hours)

How do I contact the support team?

You can contact Support directly from your dashboard:

1. Select “Support” in the left-hand sidebar to send a direct message.

2. Select “Actions > Message HQ” to flag a brand or project.

These methods ensure your request is logged, visible to the full team, and tracked for resolution.

Can I contact Support via Slack?

No. Slack is not recommended for support issues.

• Messages sent to individuals are not visible to the full team.

• This creates a lack of transparency and can cause delays or miscommunication.

• Always use the dashboard for official support communication.

When should I reach out to Support?

You can reach out anytime you need assistance with:

• Platform or account issues

• Project-related concerns

• Client communication challenges

• General questions about policies or processes

How quickly will Support respond?

• Support typically responds within two business days.

• Response times may vary depending on workload.

• Rest assured: once your message is submitted, the team has received it and will take action as soon as possible.