Support runs by email. Write to support@rec.review and you get an answer within one business day. You can also open /support in the app, which shows the same address.
We can help with accounts and sign-in, uploads, video processing and AI review, and billing.
Check here first
A few problems have a documented fix that is faster than waiting for a reply:
- An upload that stalled — see Upload stuck or failed.
- A video that has been processing for a long time — see Video processing is taking a long time.
- A client who cannot sign in to the portal — see The portal code is invalid or expired.
What to include
The fastest tickets are the ones we can reproduce. Send:
- The link. The review link of the video, plan, gallery or portal you are looking at. It tells us the workspace, the video and the version with no back-and-forth.
- What you did, and what happened. One line each. “Uploaded a 12 GB ProRes file, the progress bar stopped moving.”
- Your browser and operating system. For example, Chrome 141 on macOS 26. If you are in the Mac app, say so.
- A screenshot. The whole window, not a crop. The surrounding state usually explains the bug.
- When it happened. An approximate time and your time zone.
Tip: If the problem is with a specific video, send the review link rather than the file name. Two videos can share a title; a link never does.
Reporting something sensitive
If your report contains passwords, invoices or client material you would rather not put in an email thread, say so in the first message. We will tell you where to send it.
Never send us your password. We never need it.
Warning: RecReview will never ask for your password, a payment card number or a two-factor code by email. A message that does did not come from us.