How to Get Help

This article discusses how to reach the Revver Support team for questions about metrics, account updates, or questions about guidelines. 

Please note that Legal TC Revvers should reach out to the Legal Guidance and Learning (LGL) team in Slack for questions about Legal TC projects and guidelines. The Help Center process listed below is for general Revver Support.

How to Get Help

Whether you have a question about your account, specific metrics, or have a question about a recent grade, we’re here to help. Think of us as your operational home base; if it’s about how you work, how you’re measured, or how you grow within the Revver ecosystem, we’re here to help.

Using the Help Center

Our Help Center is packed with articles that answer common questions about your account, metrics, and style guidelines. 

Can't find what you're looking for?

If you're logged into your Revver account but don't see articles for the services you provide (e.g., Transcription or Captions), it might mean you aren't signed in to the Help Center. Simply sign in, and all relevant articles will become visible.

Using Revver Chat

For quick questions, our automated Revver Chat is available 24/7. You can access it by clicking the purple "Support" bubble in the bottom-right corner of the Help Center. 

This automated chat can answer many common questions instantly. If the bot can't answer your question, it will ask for more details and forward your message to Revver Support. You'll receive a response via email as soon as a team member is available.

Submitting a Support Ticket

If you can't find your answer in an article, our support team is here to help. To submit a support ticket:

1. Navigate to the Submit a Request page.
2. Choose the request type that best matches your question.
3. In the Description field, include as much detail as possible. The more information you provide, the faster we can help!
4. If your question is about a specific project, please include the project number.
5. If you have a screenshot, you can add it under Attachments.
6. Once you've filled everything out, click Submit. Our team will review your request and get back to you via email.

You can check the status of your support tickets at any time.

1. Click the dropdown arrow in the top-right corner of the Help Center.
2. Select My Activities from the menu to view your ticket history and replies.

Getting Help with Unclear Audio

If you're working on a project and can't understand a word or phrase, the Revver forum is a great resource.

• For Transcription & Caption Projects: You can share an audio or video clip in the "Lend an Ear" section of the forum, where fellow freelancers can help. Learn more here:
  • Transcription: Difficult Audio, Silence, and Lend an Ear
  • Captions: Handling Unclear Words.
• For Subtitle Projects: If you don't feel confident you can complete a project due to unclear audio, you should unclaim it. If you can complete the project but a few small sections are inaudible, you can use an atmospheric tag. Learn more here: Subtitles: Handling Unclear Words.

How to Share a Link to Your Project in the Forum

To share a link for "Lend an Ear," you'll need to slightly modify the project URL.

1. In your project editor, find and copy the shareable URL:
   • Line (Transcription): Go to Project > Share audio/video.
   • TC Editor (Transcription): Go to Audio/Video > Share audio/video.
   • Dash (Captioning): Go to Help > Share video.
2. Paste the URL and replace the first part of the link as shown below.
   • For Transcription:
     • Original URL: www.rev.com/line-editor/t/...
     • Forum URL: www.rev.com/workspace/2/lend-an-ear/...
   • For Captioning:
     • Original URL: www.rev.com/dash/c/...
     • Forum URL: www.rev.com/workspace/4/lend-an-ear/...

Note: At this time, this option is not available for SU projects in Atlas.

Legal TC and the LGL Team

If you are working in Legal TC, you’ll be hearing from our team frequently through your review feedback emails. Additionally, since most of our communication takes place in Slack, we’ve created a new way to reach us there:

• The New Tag: Use the LGL emoji in Slack to get the attention of myself and the entire guidance team. This will automatically tag the team.
• Information Needed: If you are going to tag in the LGL Team, please include your TC number in your post.
• Response Times: Please use this tag rather than tagging any particular team member individually. Due to the high-volume nature of our production work, we may not always be able to respond immediately. We appreciate your patience!

Communication Best Practices

To help us help you as efficiently as possible, please follow this workflow when you hit a snag:

1. Check Resources First: Consult your peers in the Slack channel and utilize the Style Guide Assistant, which is linked in the Slack channel.
2. Use the Tag: If you’re still stuck, use the LGL emoji to tag the LGL team in the public channel.
3. Direct Messages: You are welcome to DM or email Nicole directly if necessary. However, please do not send individual DMs in Slack to other LGL team members.

A Note on Support

If you have specific legal-related questions related to a project you are working on or a legal-specific account issue, please contact me or the LGL team directly. Using the standard “Submit Request” option in the Help Center adds an extra administrative step, as those tickets must be manually rerouted. Contacting us directly is the most effective way to get the specialized guidance you need, right when you need it. Basically, don’t use that button anymore for Legal TC, just use Slack!