Support Campaigns & submissions
Campaigns & submissions
From picking a campaign to getting a decision: how the submission flow works, what to do when an upload misbehaves, and how declines and disputes are handled.
Browse the campaigns page, open one that fits, and hit start. The task page walks you through it: read the brief, record (or pick existing footage), then upload the file or paste a link, depending on what the campaign accepts. After that you can track everything on your Submissions page.
Uploads go straight from your browser to storage, so large files are fine — but the tab has to stay open until the progress bar completes.
If it stalls: check your connection, then retry. If it fails repeatedly, try a different browser or network, and make sure the file plays locally before uploading. Still stuck? Email support@diffraction.agency with the campaign name, file size and format, and we'll dig in.
Every submission is reviewed by a real person against the campaign brief — no automated accept/decline. Timing varies by campaign and queue depth; the status on your Submissions page updates as soon as a decision is made.
Every decline includes a reason. Read it first — most declines are fixable (framing, audio, missing a brief requirement), and where the campaign allows it you can resubmit. If you think the decision is wrong, email support@diffraction.agency with the campaign and submission details; disputes go to a named reviewer, not a ticket queue.
Declined footage is deleted from our processing pipeline within 30 days. It is never licensed, sold, or used for training.
Still stuck?
Email support@diffraction.agency — include the email on your StreamGenie account and any campaign or payment details, and a real person will pick it up.