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We respond to support requests within one business day.
What to include in your message
The faster we can place your message with the right person on the team, the faster you'll get a useful reply. For support questions, attach a short screen recording or a screenshot showing what you see, the workspace and project name, the model you were using (Veo, Imagen, Gemini, Grok, or a fal.ai provider), and the prompt you ran. For billing, include the email tied to your subscription and the last four digits of the card on file — we'll never ask for full card numbers over email. For partnerships, send a one-paragraph fit statement plus the URL of your studio or agency so we can review your portfolio before the call. For press, include your outlet, deadline, and whether you need quotes, screenshots, or a product walkthrough.
Vague messages like "it broke" or "I have an idea" usually come back with a triage question that adds a day to the loop — we'd rather skip that round-trip if we can. If you're not sure which inbox is right, send it to contact@playcut.ai and we'll route it.
Contact FAQ
When can I expect a reply?
Support and billing questions get a response within one business day, Monday through Friday, 9am–6pm Eastern. Partnership and press inquiries usually take two to three business days because we want to read your portfolio or coverage before we reply. Security reports get a same-day acknowledgement and a triage update within 48 hours. We don't operate a 24/7 support desk — we operate a small team that reads every message ourselves.
Where is Playcut based?
Playcut is built by Blox Labs Inc., a Canadian company headquartered in Toronto with a remote-first team distributed across North America. The product is available worldwide, billed in USD, and our infrastructure runs on cloud regions in the US and the EU so generation latency stays low regardless of where you create from.
What kinds of partnerships do you explore?
We work with three partner archetypes. Creative agencies bringing client rosters that need multi-brand brand kits and team workspaces — we provide volume pricing and a partner portal. Model and infrastructure partners (model providers, GPU vendors, edge compute platforms) who want to integrate via our MCP server or run a co-marketing case study with verified output samples. Distribution partners — newsletters, YouTube channels, and education platforms whose audience overlaps with creator-side AI users. If your pitch is "we want a referral kickback," that's an affiliate question, not a partnership — see the affiliate program on the pricing page.
How can my agency become a Playcut studio partner?
Send a one-paragraph pitch to contact@playcut.ai with your agency URL, the size of your team, the brands you currently run creative for, and the monthly volume of AI video and image generation you're targeting. Studio partners get priority queue, a named account contact, multi-brand brand-kit provisioning, and co-branded case-study placement once a representative campaign ships. We onboard a small number of new studios each quarter so we can keep the relationship hands-on.
Is there phone support?
Not by default. We do all support over email and async video walkthroughs because it scales better and creates a paper trail you can search later when a similar issue recurs. Agency and Studio plan customers can book a 30-minute video call with our success team once per month — write to support@playcut.ai to set one up.
I want to report a vulnerability — what's the process?
Email security@playcut.ai with a description of the issue, reproduction steps, and any logs or proof-of-concept payloads. We follow coordinated disclosure: we'll acknowledge receipt within one business day, give you a triage decision and an expected fix window within 48 hours, and credit you publicly (with your permission) in the changelog once a fix is shipped. We do not currently run a paid bug bounty program — we offer Playcut swag and a credited mention as the standard reward.