Get help from a person
When the help centre doesn't answer it, raise a case from your workspace and follow our replies there.
- Who can do this
- Everyone
- Reading time
- 1 min read
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Search the help centre first
Most questions are answered in a minute here.
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Say what it's about
Pick a video, a recut, billing, your account or something else. For a video or a recut, choose which one: we see its latest version as it was, including any error, so you don't need to copy it.
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Describe what happened
A few words for the subject, then what you did, what you expected and what happened instead. As you type the subject, help articles that may answer it appear beside the form.
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Follow it
Our replies appear on the case and are emailed to you. Write back on the case, or press It's solved once it's sorted.
What the status means
| Status | What happens next |
|---|---|
| Received | We have it, and someone will pick it up soon. |
| We're on it | Someone at Yacooti is working on it. |
| Waiting for you | We've replied and need your answer. |
| Solved | It's sorted. Writing on it opens it again. |
| Closed | It's finished. Raise a new case for anything new. |
A case waiting for your reply for 7 days is marked solved, and a solved case closes 7 days later.
Who sees what
- Owners, admins and editors see every case in the workspace, so the team can follow each other's.
- Client reviewers can raise a case about their client's videos, and see only their own cases.
Still stuck?
A person at Yacooti reads every message and replies by email. Name your workspace, and the video if it's about one.