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.
For example, tasks are delayed because a brand was unresponsive for over 48 hours, a delay in upload because the product was reshipped, and you have not received the brief is eligible for 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.
Script delays or errors caused by the brand, including late-provided or incorrect scripts affecting task deadlines.
Late submissions due to external factors, such as access issues or app delays, pending resolution or brand confirmation.
Valid changes in task scope, where tasks are removed from the queue and do not impact delivery scores.
📝 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.
Key Guidelines & Reminders
Always attempt to resolve delays directly with the brand before contacting support.
Ignore automated reminders if a task has been flagged for exclusion.
Reach out to support for additional clarification or unresolved disputes.
🔍 Can I Request 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
FAQs for Specific Scenarios
What if the brand remains unresponsive beyond 48 hours? Contact support after multiple communication attempts with the brand. Exclusion may apply.
Will I still receive reminders for flagged tasks? Yes, automated reminders may still be issued, but you can ignore these for flagged tasks.
What if my submission is marked late, but I'm awaiting exclusion approval? Submit your video while awaiting exclusion approval; marks will adjust post-approval.
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. 😊