Support
Getting help
There is no account to sign into and no ticket number to quote — a brand here is just its domain. Four things account for almost every message we get, and all four have an answer you can check right now.
Common
I paid and my blocks are not on the board
Settlement is asynchronous. Stripe confirms the card, then tells our server, and only then does the board change — usually within seconds, occasionally longer if Stripe retries the notification.
Open your brand page from the brand directory and read the purchase history there. It is the authoritative record: a row that says Completed is on the board, and a reload of the canvas will show it.
If you never finished the Stripe page, the hold simply lapsed. A reservation holds blocks for 5 minutes and a quote is good for 60 seconds; when either runs out the blocks go back on the market and nothing was charged. Start a fresh selection.
Common
My logo shows as two letters, not my mark
Below a legible size the board draws a monogram instead of your mark — a logo squeezed into a few pixels is a smudge, and we never crop one to make it fit. Buy a larger rectangle and the whole mark appears; that is a display rule, not a problem with your file.
If it is a monogram at every size, we could not read a usable image from your site. We accept png, jpeg, webp and need at least 400px on the shorter edge. SVG is deliberately not accepted.
Your identity is re-read from your own site about every 24 hours, so fixing the icon or the og:image there fixes it here without another purchase.
Common
My territory disappeared or lost value
Two things take a block away, and both are visible. Someone paid the target price for it — that is the whole game, it needs no notice, and a buyer may clip a corner of your rectangle and leave the rest yours. Or the lifetime you bought ran out and the territory began to decay: its value slides to $0 over 30 days, which makes it cheaper for anyone else to take.
The activity feed records every acquisition on the board, so you can see exactly when and by whom. Buying the same blocks again before decay finishes resets the lifetime and stops the slide.
None of this is a refundable event — it is how the board works. Write to us if the feed shows nothing and your blocks still changed.
Common
Another brand is using our name or mark
This is the one case that always needs a person. Marks that are not the advertiser’s own breach the terms whatever their source, and we remove them — removal for breach is not refunded to whoever bought it.
Tell us the domain on the offending brand page, the blocks it occupies, and the domain you are writing on behalf of. We only need enough to see that you speak for the brand being copied; a message from an address at that domain is usually sufficient.
The same route covers anything illegal, deceptive or unsafe on the board. You do not need to have bought anything to report it.
Writing to us
What to put in the message
There is no account to look you up by, so the message has to carry its own context. Four lines are usually enough for a first-reply answer:
- The domain you bought as — that is your brand identity here.
- Roughly when it happened, with your timezone.
- The rectangle, as x, y and size, or the coordinates of one block in it.
- What you expected to see, and what you saw instead.
Never send a card number, and never send a checkout or payment link. A checkout link is the key to paying for that reservation — anyone holding it could use it. We never ask for either, and we never need one to find a purchase.
Diagnosis
Is it us, or is it your tab?
The board is rendered by the server and then kept current by a live connection. Those two halves fail separately, and which one broke tells you whether to reload or to wait.
Blocks paint, ticker frozen — the live feed dropped. Prices and ownership on screen are a snapshot from your page load. A reload gets you current; nothing you do is at risk.
Nothing paints at all — that is our side or your network. Try one reload before writing; if the whole board is down we already know.
A payment in flight is unaffected either way. Stripe holds the card and the server applies the result when it hears back, whether or not your tab is open.
Expectations
What we can and cannot do
We read every message and answer in the order they arrive. There is no published response time and no priority queue — promising one we cannot keep would be worse than the honest version.
We can find a payment, explain a price, fix an identity we read wrong, and remove a brand that breaches the terms. We cannot reverse a completed purchase, hold blocks for you, tell you who is about to buy, or restore a lifetime that ended.
The board itself is the fastest answer to most questions about a price: start a selection and the quote updates as you drag, credit included.