How to Contact Support and What to Expect
Where to reach the playout.video team, what to include, how fast each plan gets an answer, and how to follow a request after you send it.
Three ways to get help
Search the help center. Most questions about streams, playlists, channels and billing are answered in an article. Open Help in the sidebar and search, or browse the help center.
Ask the assistant. The AI assistant can see your streams, media and channels and answers right away. When it cannot resolve something, it offers to hand the conversation to a person and files the request for you.
Contact support. From Help choose Contact support, or write to [email protected]. Either way you get a reference such as PV-7K4M2QX9 and an email copy.
What to include
Tell us what you expected, what happened instead, and when. Stream names and the time of day help us find the right logs. When you use the form inside the app we already attach the page you were on and the stream you were looking at, so you do not have to describe where.
For billing questions, include the email on the account. Closing your own account does not need a request at all: it is a button in Settings → Account, see How to Delete Your Account. For a copy of your data, or erasure of what survives the account, say so plainly; those requests carry a fixed deadline on our side.
Response times by plan
Targets count London business hours, Monday to Friday, 09:00 to 18:00.
Plan | Channels | First response |
|---|---|---|
Free | Help center, assistant, contact form | No target |
Creator and Channel | Also email | 1 business day |
Business and Enterprise | Also chat when enabled, priority queue | 4 business hours |
A request filed on Friday evening with a 4 hour target is answered by Monday noon.
A response time is part of what a paid plan buys. On the free plan we still read everything that reaches us and you still get a reference and a thread to follow, but there is no target and no promise about when. The help center and the assistant are there whatever the plan, and they answer right away.
Data requests are the exception: a copy of your personal data, or erasure of records that outlive the account, carries a fixed deadline on our side whatever plan you are on.
Following a request
Every request has a page under Help with the full conversation. Replying there or replying to any email on the request adds to the same thread. When we answer you get an email and an in-app notification.
A request we have answered stays open for a week. If we do not hear back it closes on its own; replying reopens it with the same reference.
Asking the assistant about a request
You can ask the assistant "any news on my request?" and it lists your requests with their status.