Your on-time delivery score reflects your reliability and affects your future opportunities on the platform. However, we understand that there are situations beyond your control that may cause delays. In such cases, you may request to have a specific video excluded from your on-time delivery score.
⚠️ We do not provide extensions.
If your timer has already started and you're concerned about how the delay will affect your score, use this article to check if your situation qualifies for a delivery score exclusion.
✅ When You Can Ask for Exclusion
If your task was delayed due to an issue on the brand's end or other valid circumstances outside your control, you may be eligible for an exclusion.
Common scenarios include:
The brand is not responsive, and you need clarification regarding the brief.
You have not received the product, even though it was marked delivered. The brand is reshipping or sending additional items.
The brand asked you to hold off recording for any reason (e.g., product testing, shooting in a specific location).
You’re waiting for required assets, such as a script, brand guide, or access to a digital product.
The task was created as a digital product, but the brand is shipping a physical item instead.
📝 How to Request an Exclusion
Contact Customer Support through the app.
Provide the task ID and details of the delay.
You’ll receive a form to fill out.
Our team will review the case and respond once verified within 2 business days.
🔍 Can I Request for My Video to Be Excluded?
Here’s a quick decision guide to help you determine if your situation qualifies:
🎯 When Exclusion Is Possible
✅ Product was reshipped → Yes, if confirmed in direct chat or by our team
✅ Brand asked you to delay → Yes, if stated in direct chat
✅ Digital product access not provided → Yes, if you contacted the brand
✅ Script/assets not provided → Yes, if visible in task or direct chat
✅ Physical product being shipped for digital task → Yes, if tracking info is already shared
Having trouble uploading your video?
If you're running into issues when trying to upload your video, here’s what to check first:
🔍 Make sure your video meets these requirements:
📦 File size is under 500MB
🎞️ Format is .mov or .mp4
⏱️ Video length does not exceed the time listed in the brief
🖼️ Aspect ratio matches the required format:
9:16 → 1080 x 1920 px (vertical)
16:9 → 1920 x 1080 px (horizontal)
🌐 You're connected to a stable internet connection
🛠️ Still not working?
If you've double-checked everything and still can’t upload the video:
Reach out to Customer Support
Include your Task ID
Send us your video via a WeTransfer link (only send the link so we can download the file without losing quality)
We’ll take it from there and make sure your video gets uploaded properly. 😊