Getting help

Most answers are in this help center. If yours isn’t, ask us from Pellio: we reply by email, and every request and reply is also kept in Pellio so you can follow along.

Ask for help

1. Click Help & support at the bottom of the sidebar (it’s also in your account menu, top right).
2. Click New request and choose what it’s about: Something isn’t working, How do I…?, Billing, invoices or my plan, Moving from Vimeo, Wistia or YouTube, An idea or feature request or Something else.
3. Add a short summary and the details. As you type, Pellio suggests help articles that might already answer it.
4. Click Send request.

You don’t need to explain your setup: we can see your workspace and plan, the page you asked from and the video you were on, and any uploads that failed recently. For something that isn’t working, tell us what you did, what happened and what you expected.

Replies

We reply by email from support@pellio.io. Answer that email, or reply on the request’s page in Pellio: both end up in the same conversation. We work Monday to Friday, UK hours, and usually reply within a working day. Requests on the Advanced and Enterprise plans are answered first.

Your requests

Help & support lists every request you’ve sent, each with the whole conversation and its status:

• Waiting on us: it’s our turn to reply.
• Waiting on you: we’ve replied or asked you something.
• Solved: you or we marked it solved. Write again and it reopens.

Workspace owners and admins also see the requests their teammates have sent. When a request is solved, you can tell us whether it really was with Was this solved? on its page; we also send one short “How did we do?” email per request.

Ideas and feature requests

Choose An idea or feature request to tell us what you’d like Pellio to do. Every request is counted, so the ideas most customers ask for rise to the top, and when one ships we email everyone who asked for it.

Can’t sign in?

Use the contact form instead: it reaches the same team. Choose A security problem there to report a vulnerability.