Connection or loading errors
If the platform fails to load or displays connection errors, start by verifying your internet connection. Try loading other websites to confirm your connection is working. If you're using a VPN, firewall, or corporate network, check that it's not blocking access to Marmel.AI. Some enterprise or school networks have restrictive policies that can interfere with web applications.
Browser-related issues are another common cause. Clear your browser cache, cookies, and local storage to eliminate conflicts from outdated or corrupted data. If clearing cache doesn't help, try opening the site in incognito or private browsing mode. If the site works in incognito, the issue is likely caused by a browser extension. Disable extensions one by one to identify the culprit.
If problems persist, try a different browser. Chrome, Firefox, Safari, and Edge are all fully supported. Older browsers or uncommon alternatives may experience compatibility issues.
- Check your internet connection
- Disable VPN or check firewall settings
- Clear browser cache and cookies
- Try incognito/private browsing mode
- Disable browser extensions
- Switch to a different supported browser
Upload problems
Media upload failures are often related to file size, format, or connection stability. Check that your files meet the platform's specifications before uploading.
If your file is too large, compress or re-encode it using tools like HandBrake or FFmpeg to reduce the size without significant quality loss. Use modern codecs like H.264 or H.265 for video and AAC for audio, which are optimized for streaming and widely compatible.
Network issues can interrupt uploads, especially for large files. If your connection is slow or unstable, the upload may time out. Try uploading during off-peak hours, or switch to a wired connection instead of Wi-Fi for more stability.
If uploads consistently fail despite meeting all requirements, check your account dashboard for any notifications about storage limits or account restrictions. Contact support with details about the file (type, size, format) and any error messages you received.
- Video formats: MP4, MOV, AVI, WebM
- Video codecs: H.264, H.265 (recommended)
- Audio codec: AAC
- Maximum file size: 500 MB for teasers (see project form for specific limits)
- Recommended browsers for large uploads: Chrome, Firefox
Payment and Stripe issues
If you're having trouble completing Stripe Connect onboarding, ensure your documents are clear, high-resolution, and show all required information. Verification failures are often caused by blurry images, mismatched names, or incomplete documentation.
If a contribution fails to process, the issue is usually with the supporter's payment method - expired card, insufficient funds, or bank-side restrictions. Supporters should try a different payment method or contact their bank.
For payout issues, verify that your bank account details in Stripe are correct and that your account is fully verified. Failed payouts are typically caused by incorrect account numbers, mismatched account holder names, or banks that don't accept the transfer method.
If you see unexpected fees or charges, review your transaction details in the Stripe dashboard where all fees are itemized. If something looks incorrect, contact support with your transaction ID.
- Stripe onboarding stuck - Check document quality and ensure names match exactly
- Contribution failed - Supporter should try a different payment method
- Payout failed - Verify bank details in Stripe dashboard
- Unexpected fees - Review itemized fees in Stripe; contact support if unclear
Campaign and project issues
After you publish a campaign, there is a short review period before it becomes fully live. During this time, our moderation team assesses the project to ensure it meets platform standards. This review helps us flag content that may require age restrictions (18+) and prevents malicious or very poor quality content from being publicly accessible.
Reviews are conducted by real humans, not automated systems. While we aim to complete reviews promptly, delays may occasionally occur. Once your project is approved, you'll receive a notification and your campaign will go fully live, able to accept contributions and appear in discovery and potentially on the main page.
If your campaign isn't appearing publicly after the review period, check that you've completed all required steps: Stripe Connect verification, 2FA enabled, and all required project fields filled. Incomplete setup can prevent campaigns from going live even after moderation approval.
If supporters report they can't contribute, verify that your Stripe account is active and in good standing. Stripe may pause accounts that need additional verification or have unresolved issues.
If project updates or edits aren't saving, try refreshing the page and re-entering your changes. If the problem persists, try a different browser or clear your cache. Contact support if you continue to experience issues.
- Review begins automatically after you publish
- Human moderators assess content for quality and policy compliance
- 18+ content is flagged with appropriate restrictions
- You'll be notified once review is complete
- Approved campaigns can accept funding and appear in discovery
How to reach us
Marmel.AI offers multiple support channels to help you resolve issues quickly. Choose the channel that best fits your situation.
- Email: [email protected] - Available 24/7, response within 24 hours. Best for detailed issues, sensitive information, or non-urgent requests.
- In-app chat: 9 AM–6 PM UTC - Best for quick questions, account issues, or guidance on platform features.
Before you contact support
To help us resolve your issue faster, gather relevant information before reaching out. The more context you provide, the quicker we can diagnose and fix the problem.
- Your account email address
- Transaction ID or project URL (if applicable)
- Screenshots of any error messages
- Browser and device you're using
- Steps you've already tried
- Clear description of what you expected vs. what happened
Urgent financial issues
For time-sensitive financial matters, such as failed payouts, disputed transactions, or unauthorized account access, include the word "URGENT" in your email subject line along with your transaction ID and account email.
While we prioritize all support requests, flagging urgency helps us route your case appropriately. For suspected unauthorized access, also change your credentials immediately and enable 2FA if you haven't already.
What to expect
Our support team aims to respond to all emails within 24 hours. Simple issues are often resolved in a single exchange. More complex cases, especially those involving Stripe, payment disputes, or account verification, may require additional investigation and follow-up.
We'll keep you informed throughout the process. If we need additional information or if there are delays, we'll let you know. Clear, respectful communication helps us help you faster.