Welcome to our FAQ, your guide to the ContenTribe.
On this page, you’ll find the answers to the most common questions we get asked as we work to bring ideas to life. We’re happy to share our experiences to make your journey with us as clear and simple as possible.
Do you have questions we haven’t answered? Get in touch. The tribe is ready to help.
Our team currently works from 2 pm to 10 pm CET, Monday to Friday.
We’re closed on weekends to give us time to spend with our family and friends.
If you have questions outside of business hours, please send us an email at support@contentribe.dk and we’ll get back to you as soon as possible.
The short answer is that we read your brand guide carefully and continuously check our designs and videos against it. If it’s not quite right, or it could use an update, we’re happy to help with that, too. This gives us a reference point for how your materials should be prepared.
In the system that sets the framework for our collaboration, we have a dedicated section that helps us account for all the important parts of your brand, such as name, font, color codes, tone of voice, industry/sector, target audience, and brand materials such as logo, animations, shapes, and more.
At ContenTribe, we believe in the power of community. We’re here for each other, and we’re here for you.
We’re a community of creative minds with a passion for turning visions into reality. Our unique approach combines a deep understanding of storytelling with tailored solutions that meet your specific needs, ensuring your message is not just seen and heard but also felt.
We’re champions of the classic tools like Photoshop, Premiere Pro, and the rest of the Adobe toolbox. In addition, we continuously explore new opportunities and incorporate them into our work. This way, you can be sure that the latest AI capabilities are included where it makes sense.
Art is subjective, and it’s a challenging industry for everyone. We understand that design tastes can vary, which is why we offer unlimited revisions of all our creative materials. We work on your designs until you are 100% satisfied.
We’re a pay-as-you-go design and video service that understands the financial uncertainty facing us all. You should only join our tribe if you want to and have the means to.
We offer beautiful designs and a strong community without contracts and obligations.
Absolutely! As we don’t require any contracts or obligations, you can come and go as you please, and you only pay when you need our service. We also keep your designs and source files for up to 6 months after you pause your subscription so we can pick up where we left off.
Yes! As you continue to grow, we can allocate more and more members to your tribe. We offer agency solutions or custom enterprise solutions for larger companies and can meet all your creative needs under one roof.
Definitely!
We often work with other agencies to offer design and video services.
ContenTribe can complement your other solutions or be added as a supplement when you’re extra busy with design and videos.
While many of the design subscription services share similarities, we believe the key differences are found in a company’s core values. We focus on relationships, quality, and reliability.
We ensure that every team member has an exceptional understanding of the importance of communication between customer and designer. We’re able to build a relationship with our customers, and we do our best to ensure that everything else—quality and quantity—follows suit.
Features of our service:
We focus our primary video services on short-form content. This can be social media ads, creative features, and e-learning, but we also offer a wide range of video services such as subtitles, animated images, meme videos, logo intros/outros, YouTube videos, and more.
We aim for 2 business days for graphics and 3 business days for video. While we try to deliver everything as quickly as possible, quality is our priority. Larger time-consuming projects can take more than 2-3 days to complete, and we’ll set realistic expectations for you as requests come in.
When we say unlimited, we really mean it! Feel free to send unlimited design and video requests at any time. However, keep in mind that we’re only human and focus on providing you with a high-quality product rather than pumping out low-quality, pre-made templates that aren’t fair to your business and brand. Quality work takes time.
You can submit as many requests as you want, there really is no limit. Requests will be processed according to the date they were ordered and by priority.
If the volume of your current subscription is too low, contact us to find out how we can allocate you more capacity and increase your output.
We hire the best designers and video people possible at this level of service. Quality, speed, and support are our top priorities.
However, because we’re a very cost-effective service, this also means that you won’t get the same level of involvement and attention that you would if you were to pay an award-winning design company $50-100,000+ per month to have them do research, development, strategy, design, etc.
We’re very open, honest, and transparent. Unlike some of our competitors, we never claim to be the number one design service in the world. We believe this claim is not only bold but also often false. We’re in the business of providing you with a great, high-quality service at an affordable price without any smoke and mirrors or cumbersome caveats.
We pay our affiliate partners a fixed monthly fee. Once your referred customer passes the 14-day refund window each month, your commissions will be approved for payment. We usually pay weekly on Wednesdays.
When you become an affiliate partner, you get a customized tracking link. Just get people to click on the link, and they’ll land on our website. When they buy, you get the commission. They can return at any time within 90 days to sign up, and you’ll still get paid.
We currently only pay through PayPal. You MUST have a verified PayPal account and add it to your affiliate account when you sign up.
Your account is automatically approved when you sign up. You can log in to your account immediately after completing the setup process.
There are no contracts or obligations for our monthly services. You can cancel at any time and return at any time.
Our solutions are highly flexible to suit your current design needs. Upgrades can also be made pro rata, allowing you to scale as needed. Downgrades take effect at the end of the current period.
To cancel your subscription, you can contact the person responsible for your account through the ContenTribe dashboard.
Our 14-day refund policy applies for first-time users. If you’re unhappy with the service or feel it’s not right for you, we’ll refund the original amount. For long-term agreements and further details, please check our terms of service.
Customers can access their accounts up to the end date of the paid period. At the end of the period, the account will be archived and any unfinished projects will be closed.
No new projects will be started after the end of the paid period. Audits can be requested within a 7-day period after the end date of the paid period.
Customers will have unlimited access to the Google Drive created when they initially sign up for the service for the following 6 months.
Briefing can be a tedious process, as explaining a visual concept in writing can be challenging. We allow you to provide design examples to show a specific concept in a visual way and use services like Loom to give your design team verbal instructions that support the written brief.
We have multiple levels of customer service to help you feel heard and understood. If you feel you’re not getting through to a designer, contact your account administrator. We’ll take the necessary steps to put you in touch with a design team and designers who understand your needs and creative vision.
The best design briefs are straightforward, concise, and organized. To deliver our best work, we need various bits of important information such as text to be used and any specific elements/files.
With this, we can get your design project underway and any additional details will help bring your specific idea to life.
Customer support and communication are some of our most important functions, and we have a designated account manager to help you when you need it. When you have a question or concern, simply click the “?” icon in the dashboard header. This will allow you to send a direct message to your account manager or submit a support ticket to our customer support team.
If you need something urgently, you can get in touch with us on live chat.
Absolutely. We realize that sometimes it can be difficult to explain your ideas in writing. We’re more than happy to watch a screen recording where you verbally explain your thoughts and needs.
We currently don’t offer phone support for every project, but you can book a call with us if you have any questions about your account.
We don’t offer any 1-1 phone communication with designers, but we do encourage our customers to use screen recording apps like LOOM to help explain more complex ideas more clearly to the designer.
You can simply record your screen, use your voice to describe any ideas or changes, and visually show the designer what you’re looking for.
The recordings can be uploaded directly into the individual design task.
Any interaction you have during your ContenTribe subscription will take place in our ContenTribe dashboard.
This is where you’ll create brand profiles, request designs and videos, and download materials.
The request process is made as simple as possible with set questions and the ability to upload materials and design/video examples in one place.
When a task is moved from the design queue, it will be marked as In Progress. At this point, the design clock will start, and you will see a deadline set for the task.
If a deadline doesn’t work for you or you need to expedite a task, please contact the designer or your account manager and we’ll do what we can to accommodate your needs.
We can change designers at any time. If you’re unhappy with a current design or simply want a different perspective from someone else, let us know so we can switch designers on your project.
We offer a wide range of packages to cover the needs of businesses of all sizes. We’re happy to chat or talk to you about your needs to help you choose the right package. You’re also free to estimate the volume you might need in a month and choose the package that covers it.
Our service is designed to be flexible to fit the unique needs of each business. We’re happy to talk to you one-on-one to find the best creative solution for your needs.
Although our video service’s primary focuses are social media ads, e-learning, and creative features, we also offer a wide range of video services, such as subtitles, animated images, and meme-style videos. Logo intros/outros, YouTube videos, and more.
We aim for 2 business days for graphics and 3 business days for video. While we try to deliver everything as quickly as possible, quality is our priority. Larger time-consuming projects can take more than 2-3 days to complete, and we will set realistic expectations for you as requests come in.
When we say unlimited, we really mean it! Feel free to send unlimited design and video requests at any time. However, keep in mind that we’re only human and focus on providing you with a high-quality product rather than pumping out low-quality, pre-made templates that aren’t fair to your business and brand. Quality work takes time.
You can submit as many requests as you want, there really is no limit. Requests will be processed according to the date they were ordered and by priority.
If the volume of your current subscription is too low, contact us to find out how we can allocate you more capacity and increase your output.
Our designers are versatile, but there may be cases where a designer isn’t right for you. We can replace them and get a new designer working as quickly as possible.
Simply contact your team leader under “Customer Support” or send us an email.
Our materials come from several paid and free resources with commercial licensing. You may need to purchase extended licenses depending on how you plan to use the assets. Please let us know if you’re unsure of the rights to your materials, and we can obtain the licenses.
Yes, our team can create designs in any language as long as the ad text is delivered in both English or Danish and any additional languages.
In the case of video with speech, we also need a transcription of the content with time codes so we can understand what’s happening in the video.
Our tasks/projects grant up to 3 variations or concepts for one type of service in a single project/request. This means you can order an entire ad set in one project, which is completed in two business days, instead of three individual projects.
There are exceptions, including large projects like flyers, brochures, eBooks, and all video projects. Large projects are limited to 1 variation per project.
All sizes can be made directly within the original project. You can specify the sizes you need at the start of the design process or once it’s complete, and we’ll create them for you.
We work with one size throughout the design process, and once we get approval for the design, we deliver all the sizes requested. Most changes to sizes will be made on the same day.
We usually work on a first-in first-out basis. However, to help our customers when important projects come up, we’ve implemented a priority system. You can mark each project as Low or High Priority to let us know which projects need to be completed first.
YES! We design social media ads every day and are familiar with all the standard sizes.
All designs are made from scratch and tailored to your task, brand, or target demographic. We can incorporate stock material or templates when they best serve the goals of the project.
At a minimum, we need all the product photos you can provide to allow our design team to create as many variations as possible.
Product photos are perfectly usable for video design, but any video material you can provide will be beneficial and give us more options in terms of what we can create for you.
Marketing or consulting services are not included in our design services. However, we do have ContenTribe partnerships that can help with social media management and general marketing services.
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