Our support team is available to assist you!
If you encounter any issues with the Uscreen Platform, such as problems uploading new videos, encountering error messages, or facing difficulty with your catalog, please do not hesitate to reach out to us.
We are here to help you every step of the way!
ℹ️ INFO: Our support team's primary hours are Mon - Fri, 9 AM - 5 PM Eastern.
How to Contact Support
Direct Messaging
Getting in touch with Uscreen support has never been easier. Once you have logged in to your Uscreen account, you will notice a support icon in the bottom right corner of your screen. If you are unable to locate it immediately, try refreshing your browser.
Messaging us from your account is the quickest and most efficient way to get the assistance you need. In some cases, you will receive immediate answers.
💡 TIP: For faster and more secure assistance, please get in touch with us directly through the support widget in your Admin Area using your Admin email address.
Using the Support Widget
Once you click on the support icon, you'll see these options:
Search the Help Center
Find instant answers to common questions
Browse through detailed tutorials and guides
Access troubleshooting resources
Contact Us/Ask a Question
Get immediate responses from our AI assistant for simple questions
Connect with a live support team member for complex issues
Receive personalized assistance for your specific situation
Check System Status
Visit https://status.uscreen.tv to view real-time updates on platform performance
Check if there are any ongoing incidents or maintenance that might affect your site
Subscribe to updates for immediate notifications about system status changes
Select Support Type
Technical Support: For platform functionality, video issues, or website problems
Billing & Account Support: For invoice questions, payment methods, or plan changes
General Questions: For any other inquiries about your Uscreen account
📝 NOTE: Selecting the correct support type ensures your request reaches the right team. Choosing incorrectly may delay our assistance.
Email Support
Email Support is not prioritized by our support systems. For the quickest support, please submit a message directly from your account admin area using your admin email address.
If you can't access your Admin Area, you can email us directly at support@uscreen.tv. We typically respond to emails within 24 hours.
Need billing support? Contact billing@uscreen.tv to ask questions about your Uscreen account billing.
⚠️ WARNING: Please be sure to only contact us from the email associated with your Uscreen account. We take security very seriously, and we may be unable to assist you thoroughly if you contact us from an unknown email address.
Support Response Times
Our team strives to provide timely assistance with most inquiries, receiving an initial response within 30 minutes during business hours.
📝 NOTE: Complex technical issues may require additional investigation time. We're committed to resolving your issues as quickly as possible, with most standard requests completed within 24 hours.
Timezone Information
Uscreen's master time is EST (Eastern Standard Time), which affects various platform functions:
System operations like payouts, daily reports, and subscription notifications use EST
Video and collection releases you schedule are published according to your local timezone settings
Data displayed in reports will be shown in your local timezone based on your account settings
When you schedule email broadcasts, video releases, or other timed events, they'll follow your configured timezone
💡 TIP: You can check or update your time zone in your account settings at Settings > General
Information to Provide When Contacting Support
To help expedite your support inquiry, please include as much of the following information as possible:
Description of the Issue
Provide a clear, concise summary of the problem you’re experiencing. Include any error messages, unexpected behavior, or the specific steps that led to the issue.
Affected Users
If the issue involves one or more of your customers, please share their names and email addresses. This helps us understand the scope of the problem and target our investigation effectively.
Steps You’ve Already Tried
Let us know about any troubleshooting steps or checks you’ve already performed. This prevents duplication and allows our team to focus on new solutions.
Screenshots or Error Details
Attach screenshots, screen recordings, or exact error messages that illustrate the issue. Visual context can significantly speed up diagnosis and resolution.
Device and System Specifications
Specify the device, operating system, and browser version used when the issue occurs. These details are essential for identifying compatibility or configuration-related problems.
Page URL
Include the exact URL where the problem appears. This allows our team to replicate the issue accurately during investigation.
End User Support
Looking for help supporting your customers directly? We offer End-User Support services to customers on our Plus plan as an upgrade.
Please reach out to your Success Manager for more information, or visit the Billing page in your Admin Area and click Talk to Us? to chat with our Sales team.