Contact us
One inbox, answered by the people who build the product. No ticket queue, no hold music.
Email: [email protected]
We usually reply within a few hours during business hours, and always within one business day.
1.What to write to us about
- Support and technical problems
- A job that failed, an upload that will not process, a connected account that stopped publishing.
- Billing, refunds and cancellation
- Charges you do not recognise, plan changes, and refund requests inside the 7-day window.
- Privacy and your data
- Access, export or deletion of your personal data, and any question about how we handle it.
- Everything else
- Partnerships, press, security disclosures, and anything that does not fit the boxes above.
Writing from the email address on your theUGC account gets you a faster answer, because we can find your account without a round trip. For a billing question, include the invoice or order reference from your receipt.
2.A note on billing enquiries
Our payments are handled by Dodo Payments as merchant of record, so charges appear on your statement as Dodo Payments or similar rather than as theUGC. That is us — if the descriptor is what brought you here, nothing has gone wrong.
Refund requests are set out in our Refund & Cancellation Policy. Please email us before opening a chargeback: a chargeback freezes the account for weeks, and we can almost always fix the problem the same day.
3.Our policies
- Terms of Service — accounts, plans, billing and acceptable use.
- Privacy Policy — what we collect, who processes it, and your rights.
- Refund & Cancellation Policy — the 7-day window and how to cancel.
- Pricing — every plan and what it includes.