Help Center

1. I found an inappropriate video in the app.

How can I take it down? Unfortunately, there are some bad people in the world that want to ruin a good thing. If you find something offensive and it violates our terms of use or community guidelines you can flag it as inappropriate to take it down for us to review and take the necessary action. Open your app, find the inappropriate video > tap the Flag icon. The video will be removed in the app and we will review it and take the necessary action. Thanks for letting us know!

2. Why was my video disapproved from a gig?

Most likely it didn’t follow the rules of the gig as posted on the gig description. If you feel like this was a mistake and you’d like us to take a further look, reach out to support@befranki.com. We get back to everyone as quickly as possible and we’re a small team, so please be patient – we want to get your answers!

3. How can I get help if the issues I’m having are not answered here?

Please reach out to support@befranki.com and we’ll help with any issues or questions you may have. We get back to everyone as quickly as possible. We’re a small team, so please be patient – we want to get your answers!

4. I can’t sign up for an account because an account with my email address or phone number already exists.

Please reach out to support@befranki.com If you signed up for franki with your email address or phone number but you can’t remember your password, you can reset your password and log into your account. If you’ve typed your email address or phone number correctly and see a message that an account with your email address or phone number already exists, let us know by emailing us at support@befranki.com.

Keep in mind that an email address can only be associated with one franki account.

5. How do I delete my account?

When you delete your account, your profile, photos, videos, comments, likes, and followers will be permanently removed. If you’d just like to take a break, you can temporarily disable your account instead. After you delete your account, you can’t sign up again with the same username or add that username to another account, and we can’t reactivate deleted accounts.

To permanently delete or temporarily disable your account reach out to us at support@befranki.com.

6. I can’t remember my login information

If you created your franki account with your email or phone number, and can’t remember your password you can open the app, go to the login screen, tap Use Phone or email, enter your email or phone number, and then tap on the “Forgot your password” button. Enter your email or phone number and we will send you a message with recovery instructions. If you used Facebook, Google or Apple to authenticate, you’ll have to recover your password with them!

If you forgot your email or phone number then we’re unable to help.

7. How do I reset my password?

To change your password go to your Profile, tap on the “Settings” icon, tap on change password, and enter your email so we can send you recovery instructions.

1. What is Dwolla?

Dwolla is a powerful payment platform that securely connects to bank or credit union accounts to enable the transfer of money for any individual or organization in the U.S.

2. What is Plaid used for and where can I learn more about Plaid security

Unfortunately we do not control the banks that Plaid supports. They boast over 90% of US banks being supported. If you cannot find your bank when trying to link your bank account, reach out to support@befranki.com and we will help you determine the best path forward to receive your well deserved gigs earnings.

3. What if my bank is not showing up in the list of banks that Plaid supports?

Please reach out to support@befranki.com and we’ll help with any issues or questions you may have. We get back to everyone as quickly as possible. We’re a small team, so please be patient – we want to get your answers!

4. Why is my transaction still pending?

A bank or credit union transaction usually takes 3–4 business days to complete via the Automated Clearing House network (ACH) used by banks to transfer funds. Please note that transfers take longer to complete if over a weekend or a holiday. If you are sure that there is an issue with your transaction, reach out to us at support@befranki.com. Keep in mind that an email address can only be associated with one franki account.

5. Why did the transaction fail?

Sometimes transactions to or from a bank or credit union can fail. Here are a few reasons why this can happen:

• – Insufficient funds.

• – There are insufficient funds in the sending bank or credit union account to complete the transaction.

• – Frozen account.

– A bank or credit union account has been frozen. Other reasons. A bank or credit union rejects the transaction for some other  reason.

If a transaction fails, please contact your bank or credit union to check on the status of your account. Then either re-initiate the transaction or ask your financial institution why the transaction cannot be processed.

1. What is a GiG?

A gig is a promotion that allows a business to incentivize franki users to come to their business, purchase their products, and create video content about their experience.

2. Can I decide how many people win my gig?

Yes, the business owner decides on how many winners and the parameter rules that need to be met to complete a gig. (i.e Your video must be longer than 20 seconds.)

3. Can I create a gig for other businesses?

No, you can only run gigs for your own business that you either own, work for or represent (i.e marketing agency).

4. Can I give a discount or product out, instead of cash in my gig?

No, prizes for gigs can only be paid out in cash.

5. Will other businesses in my industry near me be able to run gigs at the same time?

Yes, we work with you to ensure your gig stands out and attracts the right user for the gig your running.

6. Is there a maximum I can spend on gigs?

No.

7. What if I don’t like the video?

Only videos that are offensive or defamatory toward your business will be removed. We have a report feature that allows you to flag any content that does this, we also have internal team members and systems that look for this kind of content. If a video successfully completes the gig, the prize must be paid.

8. Are there a max amount of gigs or prizes I am allowed to award per month?

No.

9. How do you decide who wins?

You decide how many, how much, and the rules. All prizes must be paid out if each video completes the predetermined rules. However, here at franki aren’t unreasonable and if a video is completely unusable it may be removed from the completed gigs on a case by case basis.

10. What happens if a gig isn’t fulfilled? / what happens to the money that is not used?

Once the gig close date is reached, any funds that aren’t fulfilled will be credited to your account. i.e. You have funded your account for 10 potential winners of $20 per winner (total $200), you receive 8 submissions, all of which successfully completed the gig, leaving 2 prizes of $20 (total of $40) leftover, this $40 will be credited to your account to be used on other franki purchases or a secondary gig.

11. How can I claim, customize, or change my business profile information in the app?

Information that can be updated within the Franki Admin panel (membership required) includes your profile photo, description, address, website, contact information, gigs, and other related items. The specific location data (latitude and longitude) of your business that allows it to be displayed on our map is pulled through Google My Business. More information on updating that information can be found here. Please reach out to our support team at support@befranki.com if you need additional guidance.