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Most issues are solved quickly with a message. This guide shows the order to follow when something is not going well.

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Step 1: Talk to the creator

Open the project chat and explain the issue clearly. Many problems — a missed detail, a delay, a misunderstanding — are fixed in one message. See Chat with your creators.

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Step 2: Use the right tool for the problem

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Change the creator

You can ask for a different creator for a video.
  1. Open the video’s Actions menu.
  2. Choose Change creator.
  3. Select a reason (for example the creator is not responding, or did not meet your expectations) and add details if you choose Other.
  4. Confirm.
What happens next:
  • The current creator is removed from the video and the old chat is archived.
  • The video goes back to matching and a new creator is recommended. See How creator matching works.
  • Your reason helps us find a better fit.
Limits:
  • You can change the creator up to 3 times per video.
  • You can change the creator only before the script is approved and before a video is uploaded. After that, request changes to the script or video, or contact support.
  • For a product already shipped to the creator, tell the creator in chat so you can arrange it.

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Missed deadlines

Creators have 7 days to upload a video, counted from their assignment (or from the moment they mark the product as received). They get warnings before the deadline. If no video is uploaded in time, the creator is removed automatically and your video returns to matching.

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Step 3: Contact Stllr support

If chatting with the creator and the tools above did not solve it, contact Stllr support. Include the video ID or campaign name and a short description of what happened. The team can step in, mediate with the creator, or find another solution.

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Frequently asked questions

No. The video you paid for stays the same and is matched to a new creator.
Request changes and point to the specific part of the brief. If the creator keeps missing it, change the creator or contact support.
Change creator is no longer available at that stage. Request changes to the video, or contact Stllr support and explain the situation.
Yes. The new creator starts the video from the brief. Keep the brief up to date so they can start well.