Something
stuck?

01Get in touch

We are a small operation and we answer email, not phones. That is deliberate: written questions get written answers you can refer back to.

02What to send us

A first reply that solves your problem beats a fast reply that asks you five questions. Include what you can:

• The account email you signed up with.
• The job or post ID from the dashboard, if the problem is about a specific piece of work.
• What you expected and what happened instead, in that order.
• When it happened, roughly, with a timezone.
• A screenshot of the state you are looking at.

Never send us passwords, App Store Connect private keys, or Play service account JSON files by email. If we need credentials we will ask you to connect the account through the dashboard flow, which never exposes them to us in the clear.

03Capture problems

The clip is shorter than I asked for

Simulator recording attaches lazily. The rig pads the start and trims it back, but a heavy cold launch can eat into the window. Add a second or two to the requested duration, or record from a warm launch.

The app shows a loading state for the whole clip

The capture started before your app had data on screen. Point the capture at a screen that renders from local state, or seed a demo account and capture that.

My build will not process

We need a simulator-compatible build for iOS capture. Device-only archives will not run. Send us the build settings and we will tell you what to change.

Text on the video looks wrong

Hooks and captions are rendered as real type and composited on. If a glyph is missing or a line breaks badly, tell us the exact string. Non-Latin scripts and emoji are supported; if one renders as a box, that is a bug on our side, not yours.

04Publishing problems

A post failed to publish

Almost always an expired token or a platform-side rejection. Check the connected accounts panel for a red state and reconnect. The rig retries transient failures automatically and emails you when it gives up.

A platform rejected the video

Each platform has its own limits on length, aspect ratio, file size and audio rights. The failure reason comes back in the post detail view verbatim from the platform. If it is vague, send us the post ID and we will decode it.

I need to take a post down

Delete it on the platform itself, then archive it in the rig so it stops being counted. We cannot delete from a platform on your behalf in every case, because not all of them offer a delete endpoint.

Nothing is publishing at all

Check whether the account is paused for a failed payment, and whether your plan’s monthly post allowance is used up. Both show a banner on the dashboard.

05Install numbers

Why do your numbers not match App Store Connect?

They will not match exactly, and anyone claiming otherwise is selling something. Apple and Google report on a delay, in their own timezone, at a granularity they choose. We reconcile daily and label anything modelled as modelled. Use our numbers to compare posts against each other, and the store dashboards for accounting.

Install data is not showing up

The App Store Connect or Play connection needs read access to sales and trends reporting. If the connection is live and the panel is still empty after 48 hours, send us the app ID.

How long until attribution is useful?

Around three weeks, or roughly fifteen posts, whichever comes first. Before that there is not enough signal to separate a good hook from a good day.

06Billing and account

• Change plan from the dashboard. Upgrades take effect immediately and are pro-rated; downgrades take effect at the next renewal.
• Cancel from the dashboard at any time. You keep access until the end of the period you paid for.
• Refunds within 14 days of a first payment are given in full, no questions. Email us.
• Invoices are emailed on every charge and available in the billing portal. Need a company name or tax ID on them? Tell us and we will add it.
• Cannot sign in? Magic links expire after 15 minutes and work once. Request a fresh one, and check spam. If your email provider strips link previews, that can consume the link before you click it, so tell us which provider you use.
• Deleting your account stops publishing, revokes connected tokens immediately, and removes your data on the schedule in the privacy policy.

07Security reports

If you have found a vulnerability, email support@distrorig.com with “security” in the subject. Include steps to reproduce and what you were able to reach. We acknowledge within two business days and keep you updated until it is closed.

Please do not run automated scanners against production, access or modify data that is not yours, or publicly disclose before we have shipped a fix. Report in good faith and we will not pursue you, and we will credit you if you want the credit.

Terms are here. Privacy policy is here. Anything else, just ask.