BrillSync support
Let’s get your show moving again.
Start with the quick answers below or send the support team the details. Include an order reference when you have one, but never send passwords or API keys.
Fastest route
Before you send a message
- Refresh the dashboard once.
- Confirm the audio is MP3, WAV, or M4A.
- Keep the file at or below 20 MB.
- Check whether the job says queued, processing, or failed.
Contact support
Tell us what happened
Frequently asked
Answers for the common moments.
I paid, but my plan is not visible yet.
Stripe normally confirms a payment within seconds. Refresh the dashboard after a minute. If the plan still does not appear, send support the email used at checkout and the approximate purchase time.
My upload will not start.
Use an MP3, WAV, or M4A file no larger than 20 MB. Confirm that an eligible paid order or active subscription is selected in the upload form.
My show says “failed.” What happens next?
BrillSync automatically retries eligible processing failures up to three times. Leave the job in place while retries are active. If the final attempt fails, support can review the request reference without needing your password.
My download link expired.
Return to the dashboard and choose Download FSEQ again. BrillSync generates a new sixty-second link after confirming that the delivery belongs to your account.
How do I cancel or change a subscription?
Open the dashboard and select Manage billing. Stripe’s secure portal provides the available payment, invoice, plan, and cancellation controls.
How do I request data deletion?
Choose “Privacy request” in the support form or email support@brillsync.com from the address on your account. Identity verification may be required before data is changed or deleted.