When to Contact the Brand Instead of GRIN Support
GRIN Support helps with the GRIN platform. Many questions about your collaboration belong to the brand you are working with, not to GRIN Support. Use this guide to decide who to contact.
Contact the brand for
Product selection, product swaps, missing products, or which SKUs you should receive
Shipping, delivery dates, tracking, or an order that is waiting on the brand to fulfill
Campaign briefs, deadlines, creative feedback, or whether you can join or rejoin a program
Payment timing or amount for work the brand approved (when the payout already shows as paid in GRIN, use GRIN Support instead)
Questions you would normally email the brand team about your collaboration
Contact GRIN Support for
Live Site login or account access
Connecting social accounts or tax and payout setup on your Live Site
Errors or blank pages inside GRIN or Live Site
How a GRIN or Live Site screen works when the brand already set the program up
How to reach the brand
Use the email or contact the brand already gave you (invitation email, brief, or messages from the brand).
Reply in the same thread or channel you already use with that brand when you have one.
If you do not have a brand contact, reply here and say you do not have one. GRIN Support will help you find the next step. Support will not invent a brand email address.
Note: GRIN Support cannot create store orders, change shipping, swap products on the brand's behalf, approve collaborations, or act as a middleman between you and the brand.
If your question mixes both
When part of your question is about how GRIN works and part needs the brand, ask GRIN Support only about the GRIN part, and contact the brand for shipping, products, and campaign decisions.