Something not working, or a question the site does not answer? Write to us. There are two addresses so your message lands in the right place on the first try.
| Write to | When |
|---|---|
| support@gistil.com | Anything about using Gistil: something is broken, a video has no verdict, a verdict looks wrong, your account, your plan, a payment or a refund. |
| info@gistil.com | Everything else: working together, press and media, and business or legal questions. |
How fast we answer
Every message is read by a person and answered in the order it arrives. Most get a reply within a few working days.
Two things have a deadline we hold ourselves to. If you can no longer sign in and ask us to delete your account, we do it within 7 days. Privacy requests — a copy of your data, a correction, an objection — are answered within one month, as set out in our Privacy policy.
Two things make an answer faster: write from the email address on your Gistil account, and say where you were — the browser extension, the mobile app or this website — and which video, if it was about one.
Common questions
This video has no verdict. Why?
Usually one of three reasons. Nobody has run that video through Gistil yet, and your request is what starts the analysis. Or it is being judged right now, and the verdict shows up when it is finished. Or it is a video Gistil will not judge: if there is nothing spoken in it — music, ambience, gameplay with no commentary — it is marked unscorable rather than guessed at.
What is a “fresh read”?
A video nobody has asked Gistil about before. It has to be judged from scratch, and that is the only thing your plan counts. Once it is done, that verdict is free for everybody from then on, you included. Videos Gistil has already judged never count against anything — on any plan.
Where did my free credits go?
The free plan includes 5 free credits, once — they are not refilled each month, so when they are gone they are gone. Only brand-new videos use them up — every video that already has a verdict keeps working as normal, so the extension and the site carry on either way. See pricing for what each plan includes.
A verdict looks wrong to me.
Tell us which video and what you expected — that is genuinely useful and we read all of it. One thing worth knowing first: there is one measured score per video, the same in the extension, on the site and in the app. What is personal in the app is the feed, which follows the subjects you picked and how you react. The score is not a public rating of the video.
How do I cancel my subscription?
In the store you bought it from. If you subscribed in the Android app, open Google Play and go to Subscriptions; if you subscribed on an iPhone, open your Apple account settings. Cancelling stops the next payment and keeps your plan running until the period you already paid for ends. If the store will not let you, write to us and we will sort it out.
How do I delete my account?
On the delete-account page, in any browser. It is immediate, it needs neither the app nor the extension, and it takes your profile and the history attached to it with it. If you cannot sign in anymore, email support@gistil.com from the address on the account and we will do it for you within 7 days.
Also worth reading
- Privacy Policy — what we hold, why, and for how long.
- Terms of Service — the rules the product runs under.
- Delete your account — do it yourself, in any browser.
- Straight answers — what Gistil does and does not do.