Contacting Support as a PrepSmart Creator
Creator sign-up is opening soon. This article describes the designed creator experience — what support will look like once your creator page is live — not a description of channels you can use today. We'll update it the moment creator sign-up opens.
We're keeping support simple on purpose: one real person in your corner inside the app, and one email address for everything else. No ticket numbers, no phone trees, no being passed around. This article walks through both, when to use each, and what to send so we can help you fast.
Your Strategist: your in-app concierge
From day one, every PrepSmart creator gets a Growth Strategist — a real person assigned to you, not a generic help desk. On your home screen you'll see them as your point of contact (for example, "Maya · your Strategist · Message ›").
Your Strategist is the front door for almost everything:
- One message, no tickets, no transfers. You message them directly inside the app and they either answer or pull in whoever's needed behind the scenes. You don't have to figure out which department to route to.
- Backed by the people who built your page. Your Strategist is part of the same team of experts — real specialists, with AI-assisted tools speeding the work — who built your profile, organized your recipes, and captured your brand voice. So when you ask about your page, you're talking to someone connected to the people who made it.
- Backed by the engine that grows it. Behind the scenes, the marketing engine that produces your monthly content ideas, reports, and 90-day plan feeds your Strategist context — so the help you get is informed by your actual account, not generic advice.
- Included — no tier to unlock. Your Strategist comes with PrepSmart for creators. There's nothing to upgrade to and nothing extra to buy to reach a real person.
Use your Strategist for:
- Questions about your profile, recipes, brand voice, or weekly plan
- Help with your 90-day launch plan or content strategy
- "How do I…" questions about the creator app
- Anything you'd normally want to ask a human first
Note: Your Strategist is an in-app concierge — a human point of contact, not a 24/7 staffed live-chat line. Message anytime; they'll get back to you. Think of it as a direct line to a real person, not an always-on instant-reply window.
Email support: support@useprepsmart.com
For anything you'd rather put in writing — or that's better handled outside the app — email us:
support@useprepsmart.com
Email is the right channel for:
- Account access and login problems
- Payout and payment questions
- Anything where you want to attach a screenshot, file, or detailed write-up
- A second path if you can't reach your Strategist in the app for any reason
A clear subject line helps us route it fast, e.g. "[Your name] — Payouts: confirmation email not received."
What to include so we can help fast
The more specific you are, the quicker we can solve it. When you reach out — to your Strategist or by email — try to include:
- Your creator name (or the email on your account)
- What you were trying to do — the specific goal or action
- What happened instead — the actual problem
- When it started — a date or time if you have it
- A screenshot, if anything looks visibly wrong
- Anything you've already tried
A good example:
"Hi — this is Tieghan (tieghan@email.com). I was trying to connect my payouts so my first $100 can land, but after I enter my bank details the screen returns me to the start with no error. Started this morning. Screenshot attached. I've already tried it twice and in a different browser."
That gives us everything we need to fix it without a back-and-forth.
Which channel should I use?
| You want to… | Use | |---|---| | Ask a question about your page, recipes, or strategy | Your Strategist (in app) | | Get a quick "how do I…" answer | Your Strategist (in app) | | Sort out login or account access | support@useprepsmart.com | | Ask about payouts or payments | support@useprepsmart.com | | Send a screenshot or detailed write-up | support@useprepsmart.com | | Reach us when you can't get into the app | support@useprepsmart.com |
When in doubt, start with your Strategist — they'll point you to the right place if email is the better path.
A few things to try first
Some of the most common questions have quick self-serve answers once you're in the app:
- Can't log in? Use the "Forgot password" link, then try again. If it still won't let you in, email support@useprepsmart.com.
- A recipe or change isn't showing up? Give it a moment to sync, then refresh. Many updates apply automatically.
- Looking for your launch plan or content ideas? Your 90-day launch plan lives on your home screen and unlocks when you go live; monthly content ideas arrive by email.
If a quick try doesn't sort it, your Strategist and support@useprepsmart.com are both there.
What we don't do
To keep this honest: we don't run a phone line, a public community channel, or a guaranteed-instant live-chat desk. Support is deliberately two doors — your Strategist inside the app, and support@useprepsmart.com by email. That's it, and that's by design: a real person who knows your account beats a queue every time.
Next steps
Want to see how your Strategist fits into the bigger picture? Meet your Growth Strategist and the team behind your page.
New to PrepSmart for creators? See what creator sign-up will look like.
Have a question right now? Email support@useprepsmart.com — we'll take it from there.