Support

What to include so we can actually fix it

A report we can act on saves a round trip. Where they apply, include:

• The email address on your WrapToScreen account.
• The title (the film) involved, and the screen you were on.
• What you expected to happen, and what happened instead — including the exact wording of any error message.
• A screenshot, if there is something to see.
• Your browser and operating system, and whether you were on a phone.
• The build stamp from the bottom of the app (it looks like build 1a2b3c4). It tells us exactly which version you were running.

Please do not send us a screener link, a password, or anything you would not want in an inbox. We never need your password, and we will never ask for it.

Things worth knowing before you write

• We do not host your video. WrapToScreen stores the link, never the file. If a screener plays badly or not at all, the problem is almost always with the service hosting the viewing copy, or with that file's own sharing permissions — check that the link opens for someone outside your organization.
• A deleted screener link cannot be brought back. The link's address is its credential; we do not keep a copy after you delete it. Create a new screener and send that.
• An archived title is not a deleted one. Archived films keep every record, stay readable, and stay exportable. If a title has vanished from your dashboard, look in the archive first.
• Deliverables checklists are starting points. They reflect what recipients of that kind usually ask for — see the delivery specs page. If a festival or distributor asks for something the checklist missed, tell us, and we will fix the template for everyone.
• Collaborators are added by member code. If someone cannot get into a title, have them copy their member code from the app and send it to the title's owner — there is no invitation email to lose.

Your data, billing, and privacy

You can export any title, export your whole account, or delete your account from within the app — the Privacy Policy explains exactly what each one does. If you would rather we handled a data request, or you are asking about information of yours held in someone else's film, email us and we will take it from there.

Billing questions, refunds where the law requires one, and anything about a subscription go to the same address. The Terms of Service set out the billing rules.

Reporting a security problem

If you believe you have found a vulnerability — a way to read a title you were not given, or to reach a screener you should not — please write to support@setdots.com with the details rather than posting them publicly. Tell us what you did and what you saw; we will confirm we received it and keep you posted on the fix.