Support tickets are generally handled Monday through Friday, between 9 AM and 5 PM PST. Tickets submitted after these hours will be handled on the next business day in most cases. It's a good idea to review the guidelines for a project as soon as you accept the project so that we have time to answer any questions you may have before the project is late.
Communicating With My Client
For Self Service projects
You can communicate with your client as soon as you claim a project by using the in-app messaging box located in the bottom right corner of your dashboard in the project view.
For Managed Service projects
You can’t communicate with your client directly, but you can message your editor — or reach out to us through the Composely Bot when you need some clarification on project guidelines."
Communicating With My Editor
For Managed Service projects, you can communicate with your editor once you've submitted your first draft by using the in-app messaging box located in the bottom right corner of your dashboard in the project view.
Communicating With the Compose.ly Support Team
To communicate with the Compose.ly support team, please use the Compose.ly Bot located in the bottom left corner on your dashboard. Just click the chat bubble and follow the prompts.
We’ll gather the details about your issue and, if the chat can’t answer your question, submit a ticket to our support team.
The Compose.ly Bot will send your support requests directly to those who can best answer them, giving you the fastest possible response.
Unresponsive Client or Editor
If your editor or client is unresponsive, please reach out to our support team using the Compose.ly Bot. We’ll follow up with them and make sure you receive a reply within 24 hours.
Handling Disputes Between Writers, Editors, and Clients
We understand that sometimes, you and your editor — or client — won’t agree on every edit requested. If you don’t agree with their feedback, please reach out through the Compose.ly Bot located in the button left corner of the Compose.ly app, and our Community Management team will help resolve the dispute.
The Compose.ly Bot will create a ticket that will go to our support team.
Please don't submit the project until you hear back from us. Our team will extend the deadline for your project or remove any strike or suspension accumulated during the waiting time.
Typos in Your Submission
If you notice typos in your content after submitting it, create a support ticket through the Compose.ly Bot immediately. Include a link to the project and describe the typo (be as specific as possible). We may be able to fix things like this before they make it to the client — if you let us know at the right time.