Something needs attention. Tell us, and it moves.
This page is for clients already running with us. No queue system, no ticket robot, no scripted first reply. Send us the detail below and a person who knows your account reads it. We reply within one working day — and if the answer needs work behind it, we tell you what we are doing and when to expect it.
Five kinds of request. Each one has a shortest path.
Support gets slow when nobody knows which pile a message belongs in. So pick the description below that matches yours, send what it asks for, and the first reply you get is an answer rather than a question. Everything on this page routes through the same form — choosing the right type simply puts it in front of the right person first.
Campaign or creative change
A line of copy, a price, a date, a logo lockup, the wrong phone number. Send the exact wording you want and where it appears, and we amend the asset rather than trade opinions about it.
Ad performance question
Spend, reach, cost per lead, lead quality, or a campaign that has gone quiet. We pull your numbers before we answer, so the reply arrives with the evidence already attached to it.
Billing and invoices
Invoice copies, GST details, payment dates, or a change to the billing entity. Nothing about your delivery pauses while a billing question is being sorted out — the campaigns keep running.
Dashboard or access issue
You cannot log in, a dashboard is blank, a colleague needs access, or notifications stopped arriving. Tell us the device and browser you were on and what you saw on screen.
Something urgent
A live campaign is showing something it should not, or a date has moved and the creative is now wrong. Mark it urgent on the form and it goes to the front of the reading order.
If it is live and it is wrong, do not wait for office hours
Send it now and mark the urgency as Urgent. A live campaign carrying a wrong price or a wrong date costs money every hour it runs, and pausing something is a two-minute job at our end. We would far rather read a request that turned out to be minor than find out about a real one a day late.
Six details that turn two emails into one.
None of this is a form of gatekeeping. It is simply the information we would otherwise have to write back and ask for, which is the single biggest reason a support answer takes longer than it should. Include what you have; if a line does not apply to you, skip it.
- Your business name — exactly as it appears on your contract, so we open the right account first time.
- Which level you are on — Foundation, Growth, Transform or Enterprise. It tells us what tooling you already have.
- The campaign or asset — its name, its Frame.io link, or the date it went live. Any one of the three is enough.
- What you expected, and what happened — two short sentences beat one long one. The gap between them is usually the whole problem.
- A screenshot or a short screen recording — for anything visual, on a dashboard or in an ad, this alone often removes an entire round of questions.
- Your deadline, if a date depends on it — a wedding season, a launch, a festival window. We schedule around real dates, not assumed ones.
We use what you send only to resolve your request and to keep your campaigns running correctly. Screenshots, files and account details are never used as marketing material, and never shared outside the team working on your account.
Nothing goes live until you have said yes.
Every asset in every campaign passes through you before a rupee of media sits behind it. How you give that approval depends on which level you are on — the standard is the same either way, the tooling is what changes.
The asset comes to you for review
On Transform and Enterprise it lands in Frame.io, where you watch it and comment in real time. On Foundation and Growth it arrives by email, with the same asset attached and the same question asked.
You mark up exactly what should change
In Frame.io, comment on the frame itself and the note carries its own timestamp, so there is never any doubt which second you meant. By email, a numbered list does exactly the same job. Both work. Precision is what makes the difference, not the tool.
We amend in one pass, not in a drip
Send your changes together rather than one at a time. Grouped notes come back to you faster and cleaner, because a single edit session is quicker than five, and nothing gets lost between messages.
You approve, and it goes into scheduling
Approval is explicit — we never treat silence as a yes. Once you approve, the asset moves into the campaign schedule and the media behind it starts working. If a date is tight, say so at this step and we prioritise it.
A quarter is three campaigns — use the gaps
Between campaigns you can change direction as much as you like: new angle, new offer, new category focus. Mid-campaign, once media is live and learning, changes are still possible but they cost momentum. If you know a shift is coming, tell us before the next campaign is built rather than after it launches. That single habit saves more time than any other.
Six things clients ask us most.
Straight answers, no small print underneath them. If yours is not here, the form below is the right place for it.
How quickly will someone reply?
We read every support request ourselves rather than routing it through an automated first response. You will have a reply within one working day.
If the answer needs real work behind it — pulling performance data, re-editing an asset, checking a billing record — the first reply tells you what we are doing and when to expect the result, so you are never left guessing.
What is the fastest way to get a creative change made?
Send the exact replacement wording, not a description of the problem. “Change the date to 14 March” moves immediately; “the date looks wrong” costs a round trip before anything happens.
Group every change for that asset into one message. One pass through an edit is faster than five, and it removes the risk of an earlier note being overwritten by a later one.
Where do approvals actually happen?
Real-time approvals in Frame.io — commenting directly on the frame, with timestamps — are part of Level 3 Transform and carry upward into Enterprise.
On Foundation and Growth, approvals run by email against the same asset and the same standard. Nothing goes live without your explicit yes on any level.
Can I add something extra to a quarter that is already running?
Yes. Extra activations sit on top of a contract without disturbing it — an additional campaign for a festival or a launch, a landing page, an extra strategy call, more media behind whichever campaign is already performing.
They are priced separately and listed on Additional activations →
Who handles invoices, GST and payment questions?
The same form. Choose Billing and invoices as the type of request and it goes straight to the person who can actually resolve it, rather than through the campaign team first.
Delivery is never held hostage to a billing query. Your campaigns keep running while an invoice question is being sorted out.
What actually counts as urgent?
Anything live and wrong: an incorrect price, an out-of-date offer, a wrong venue or date, a broken link, or a campaign still running for an event that has already passed.
Also urgent: a date that has moved and now makes the creative inaccurate. Everything else — new ideas, questions, reporting requests, next-quarter planning — is better marked normal, which keeps the urgent lane genuinely fast for everyone.
One form. It reaches a person, not a queue.
Only the first three fields are required — everything else simply makes our first reply more useful. If you are mid-something and short of time, send the short version now and follow up with detail later. We would rather know early.
Choose the type of request accurately. It is the one field that genuinely changes how fast you get an answer, because it decides who reads your message first.
If you have a screenshot or a recording, mention it in the message box and we will come straight back with somewhere to send it.
Not about a live account?
If your question is about starting a contract, changing level, or working with us for the first time, the general enquiry route is the right one — it goes to the team who write proposals rather than the team who run campaigns.
We use your details to resolve this request and to keep your campaigns running correctly. No list, no reselling, no automated call sequence.
You are already running. Keep it that way.
Most questions have a written answer waiting, and the ones that do not are usually faster spoken than typed. Either route gets you to the same place.
Support requests sent through the form above reach us directly — there is no separate helpdesk address to remember.