Support
Help and support
Need help? You’re in the right place. Find what you need below or email us directly.
What can we help you with?
Account, billing, or downloads. Email support@brollcollective.com for questions about your subscription, payment issues, downloads, account access, password reset, or general “how does this work” questions. Mark your subject line [URGENT] for payment, download, or payout issues that need same-day attention.
Creator questions. Email support@brollcollective.com for questions about uploading, payouts, content guidelines, or your contributor account.
Privacy questions or data requests. Email privacy@brollcollective.com for privacy questions, data deletion requests, or “I found a bug” reports.
Copyright or DMCA notices. Email legal@brollcollective.com. If you believe content on BrollCollective infringes your copyright, please use our DMCA process. It has specific legal requirements that need to be followed. For other legal questions, reach us at the same address.
Quick answers
For common questions, our FAQ covers most topics in detail. Highlights:
- Refund policy → How refunds work
- Upload review timing → How long until my clip is live
- Payout timing → When do I get paid as a creator
- License terms → What can I do with downloaded clips
Response times
We are based in Seattle and most actively respond to support during US business hours, Monday through Friday. Email anytime. We read every message.
| Type of inquiry | Response SLA |
|---|---|
| General support | 1 business day |
| Urgent (payment, download, payout) | Same day during business hours |
| Privacy / data requests | 5 business days |
| DMCA takedown notices | 1 business day acknowledgment, 1-2 business days action |
| DMCA counter-notices | 1 business day acknowledgment, 10-14 business days resolution |
We try to beat these SLAs in practice, especially during launch.
Account self-service
Some things you can do yourself without contacting support:
Manage your subscription
- View your plan and billing → Account Settings
- Change your tier → Pricing
- Cancel your subscription → through the Stripe billing portal, accessible from Account Settings
Update your profile
- Profile, photo, bio → Profile Settings
- Email notification preferences → Notification Settings
- Sign-in and account deletion → Account Settings
For creators
- Earnings dashboard → Earnings
- Download history → Downloads
- Usage and overage → Usage
- API keys → API Settings
Saved tools
- Pinned cities → My Cities
- Saved searches and alerts → Saved Searches
- Team workspace (Agency tier) → Organizations
Download a copy of your data
Your profile, subscription, usage records, credits, and notifications, all as JSON. → Account Settings
For a full archive including download and earnings history, email privacy@brollcollective.com.
Reporting violations
If you see content on BrollCollective that violates our Creator Guidelines, report it to support@brollcollective.com with the clip URL and a brief description of the issue.
If your report is a copyright infringement claim specifically, use the DMCA process instead. That has its own legal procedure and cannot be handled through general support.
Still stuck?
If you cannot find what you need or you are not sure where to start, email support@brollcollective.com with whatever question you have. We will route it to the right place internally.