Contact support

Use the normal campaign workflow whenever the issue is part of ordinary collaboration. Contact Ripple when an account, technical bug, payment, or material campaign concern cannot be resolved there.

How to contact Ripple

Choose the channel that matches your role and your question:

Creators — Private Discord server: once your creator account is approved, connect your Discord from Settings → Community (or from the card on your Creator Dashboard) to join the private Ripple Discord server and talk directly with the Ripple team.
In-app Assistant: use the Ripple Assistant inside your workspace to get instant answers or report an issue.
Technical questions & bug reports: email [email protected] for any bug, technical error, account access issue, Stripe Connect question, or campaign dispute.
General questions, studio demos & partnerships: email [email protected] or use the public form at ripple.lovelace.gg/contact and choose A demo for my studio, Creator access, A partnership, or Something else.

Choose the right path first

Situation	Best first step
A creator has a question about a requirement	Re-read the brief and use campaign messages.
A creator wants to reach the Ripple team	Message the team on the private Ripple Discord (Settings → Community).
A submitted video misses a mandatory rule	Studio uses Request changes and selects the affected rule.
A studio needs to review a normal submission	Open Videos or the campaign’s Videos tab.
A creator cannot connect a social account	Reconnect it in Settings → Social accounts.
You encounter a bug or technical issue	Use the Assistant or email [email protected].
A campaign, payout or eligibility has a material concern	Email [email protected].
You have a general, demo or partnership question	Email [email protected] or use ripple.lovelace.gg/contact.

Campaign messages keep normal questions alongside the campaign. Support should not replace the brief, normal review, or a creator’s freedom of style when mandatory rules are met.

When to contact technical support

Contact [email protected] for:

a bug, broken connection, or unexpected product error;
account access, email verification, two-factor authentication, or passkey trouble;
Stripe Connect onboarding or a payout status that needs investigation;
a material doubt about view eligibility, fraud, or an embargo breach;
a second failed revision, which is automatically escalated for Ripple review;
a funded campaign that needs help beyond ordinary campaign management.

Granting temporary support access

If the support team needs to inspect an issue directly in your workspace, you can grant temporary access from Settings → Account:

Scroll to the Support access card.
Turn on Allow Ripple support to access my account.

This setting is off by default. When enabled, a Ripple administrator can sign in to your account for up to 1 hour at a time to troubleshoot your problem. Every access is recorded in the security audit log, and you can turn the toggle off at any time.

Send a useful request

Open the relevant campaign, submission, or transaction first.
Copy its Ripple URL or identifier.
Describe what happened, what you expected, and when it happened.
Add screenshots, links, dates, platform names, or other evidence when relevant.
Do not include passwords, full payment-card details, recovery codes, private keys, or full game-key inventories.

For a campaign concern, include:

campaign name and URL;
creator or submission URL when applicable;
the requirement, date, platform, or metric involved;
concise evidence explaining why the issue needs Ripple review.

Campaign disputes

Ripple review is reserved for a material concern, not normal creative preference. Studios request changes by selecting mandatory rules that are not met; they do not use free-form feedback to direct a creator’s tone or style.

If a second revision is requested, Ripple automatically sets the submission to Escalated to Ripple (Handled by Ripple for the creator) and opens a support ticket. Keep the campaign brief, the selected rules, and the submission history intact. Read Campaign disputes and Ripple review for the process and Sponsored-content disclosure for disclosure-related requirements.

What happens after you contact us

The team receives your message and replies to the email address you supplied (or on Discord for creators who reach out in the server). A confirmation means that the request was received; it is not an immediate decision on a campaign, payout, or dispute.

If you cannot access the email address on your account, state this clearly in your message to [email protected] and provide enough account context for the team to verify ownership safely.

Before you contact us

These guides solve many common cases: