This guide is designed to help you get the most out of Streamtime whether it’s asking a question, sharing feedback, or managing your team.
We want this to be your go-to resource. If anything isn’t clear or you have suggestions, please let us know.
🙋♀️ Messaging us
You can message us anytime, just click on the ? button in your account or email help@streamtime.net.
Messages go to our shared inbox, which is our preferred way to keep things organised and consistent. While our team have individual work emails, they're rarely used so using our shared inbox is the best way to get in touch!
We’re piloting AI‑assisted support for simple questions too (and are always open to feedback!)
Response times
For time‑sensitive things (like not being able to login or an invoice not sending), tell us it’s urgent. We’ll aim to respond within a few hours.
For everything else, our usual response time is 1–2 working days, though we often reply faster.
Haven't heard from us? Feel free to follow up. Sometimes things get lost in the ether, sometimes they get missed (we're only human too).
You can read our detailed response times in our Terms of Use if you're interested.
Exploring a new workflow or best practice?
If you’re part of a bigger team, we recommend checking in with your account subscriber or Streamtime super user first. It helps keep everyone aligned and avoids duplicate processes across your team.
In these cases, you might find emailing help@streamtime.net easiest so you can cc in the relevant people from your team.
Something not working as expected?
If something feels off, a little background is useful. The more detail you can include, the quicker we can help:
Relevant numbers (e.g. job, invoice or project IDs)
The Streamtime URL where relevant
What happened vs what you expected
Steps you took before noticing it
Screenshots or a short recording (please include the full browser window as cropped views are often hard to understand)
Streamtime feeling slower than usual?
We’ve made lots of improvements behind the scenes so we hope this isn't the case but we understand it can happen. The best way for us to help is to see it in action:
Record your screen for a minute or two while the slowdown is happening. Loom is a great free option (no install needed, and you’ll get a shareable link).
Include the date/time, the view/filters you were using, and anything else we should try.
It's also helpful to let us know which browser you're using, and which version it's on.
Prefer a call?
If you can't find what you need within our help centre and feel it will be easier to explain over a call, book a time with the team.
💬 Share your feedback
We're always keen to hear from our customers as your feedback is what helps us shape the future of Streamtime. We regularly review each bit of feedback we receive so it really is valuable to us.
If you have an idea, tell us what you’re trying to do and why it matters to your team - this context really helps.
Email help@streamtime.net and we’ll make sure it reaches the right people.
Want to be part of user research?
From time to time, we invite customers to help shape what's next. If that sounds like you, let us know. We’ll be in touch when there’s a good fit.
🆕 Keep up with what's new
Our releases run in two cycles:
Every 2-4 weeks for smaller fixes.
Quarterly for major updates and improvements.
Check the latest updates in our Newsfeed.
👯♂️ Team changes
Setting up a new team member
Here’s everything you need to know about setting up a new team member within your account.
Adding more team members
If you see a message to contact Streamtime, you've likely hit the maximum number of team members within your subscription. Check with your account subscriber first. They’ll know if anything needs changing internally or if they need to chat to us.
Offboarding a team member
Follow our guide for a smooth offboarding transition.
🔓 Two-factor authentication
Streamtime offers two-factor authentication by default for team members with financial permissions. Anyone else can ask their account subscriber for access if they want to add it to their account. Learn more here.
🕑 Help when we're offline
We’d love to be available for you 24/7, but even we need our beauty sleep now and then. That's why we've built plenty of helpful resources to support you when we're not online.
Help centre
Available 24/7, you can access the help centre from the ? in your account or from https://help.streamtime.net/en/.
Search keywords to find detailed guides and answers to common questions, often available to read or watch. Try typing 'shortcuts' now and thank me later.
Choose between keeping the pop-up open while you continue working or opening it in a new tab (perfect for those with a handy second screen).
We strive to keep our resources as accurate and up-to-date as possible but we're only human. If you spot a discrepancy or something missing, please let us know and we'll get it sorted.
Webinars
We host regular webinars with deeper dives, practical tips and real examples. We'll run these from either the UK or Sydney.
📚 Useful resources
We've pulled together a few guides to help surface what's most useful.
Glossary
Not sure about a term used in the product? Our glossary gives quick definitions so everyone’s speaking the same language.
Shortcuts
Jump around the platform in seconds with our handy keyboard shortcuts.
Bulk edits
Speed up everyday tasks with batch actions, brilliant for repetitive updates.
Exporting data and documents
Understand how exports work, action and file limits, plus how to troubleshoot from home. (Note: You'll need to have the right permissions enabled to export - your account subscriber can help with this).