Support
Help with Herd
Most questions already have a written answer, and the list below says which page holds it. If yours is not there, write to us. We reply by email. There is no phone line and no live chat.
Start here
Common tasks, and where each one is answered
Nine things people write in about, with a direct link to the page that covers it.
- Getting started and what Herd isWhat the workspace covers, which social networks publish today, and the things Herd does not try to be.
- Creator questionsInvoices, deals, the media kit, the inbox and where the money lands. Answered with the real limit each time.
- Brand questionsCampaigns, finding creators, approving content, contracts and paying an invoice.
- Agency questionsRoster, discovery, commission, client portals and which of your team can see the money.
- Plans, billing and VATChanging plan, annual billing, what VAT applies, the storage add-on and cancelling.
- What a plan costsEvery price in pounds, monthly and annual, with the fees and the add-on set out in full.
- What a feature actually doesThe full catalogue of what works today, grouped by the job it does rather than by module name.
- Refunds and cancellingThe 14-day cooling-off period, how to cancel, and the cases where a refund is given after it.
- Your data and privacyWhat Herd stores, who processes it, and how to ask for a copy of your data or have it deleted.
Contact support
Write to us and we will pick it up
Support runs on email, from support@herduk.co.uk. Herd is a small UK team, so the person who replies is usually the person who can fix it.
Three things make a reply useful first time: the email address on your Herd account, what you were trying to do, and what happened instead. A screenshot helps more than a description of the screenshot.
Two ways to reach us
- Email supportsupport@herduk.co.ukBest if you are already signed in and something is not behaving.
- The contact formSend a message from the contact pageFour fields, no account needed. The reply still comes by email.
Sales and general questions go to hello@herduk.co.uk. Security reports go to security@herduk.co.uk.
Money
The status of a payment or a refund
Subscription charges, receipts and refunds are handled by email at billing@herduk.co.uk. Payments between a brand, an agency and a creator settle through Stripe into the account holder's own bank, so Herd never holds the money.
Cancelling inside 14 days
Every paid plan has a 14-day cooling-off period from the date you first subscribe. Cancel inside it and you get the subscription back in full, without giving a reason.
How to ask
Write to billing@herduk.co.uk from the email address on the account, with the plan and the date you subscribed.
After the 14 days
The refund policy sets out the cases where a refund is still given, and what happens to an annual plan cancelled part way through.
If you need someone to talk to
Herd cannot help with this one. If it is urgent, Samaritans answer on 116 123, free, at any hour.
Put the whole thing in one place
Content, deals, contracts, invoices and payments, in pounds, on one login. Creators can start free.
14-day cooling-off period on every paid plan.