How can we help?
Questions, change requests, reports, billing or something broken – reach the Y5MEDIA team directly. A real person reads every message.
Pick the channel that suits you.
What to include in your request.
One complete message saves a round of back-and-forth – and gets your issue fixed sooner.
- Your name and business name
- The website, page link or account involved
- What you expected, and what happened instead
- Screenshots or a short screen recording
- How urgent it is, and any deadline
- For changes: the new text, images or files
Urgent issues jump the queue.
Something is broken
Website down, hacked or showing errors; enquiry forms or WhatsApp links not working. Picked up as a priority – message us on WhatsApp.
Something needs changing
Content updates, new pages, fixes and adjustments within your plan. Scheduled and confirmed with a timeline.
Questions and advice
Reports, strategy, billing, access and anything else. Answered within one working day by email.
Common questions.
How quickly will you respond?
WhatsApp is our fastest channel – most messages get a reply the same working day. Email requests are answered within one working day, and urgent issues (site down, hacked, broken checkout or form) are picked up as a priority.
I am an existing client. Who do I contact?
Your named point of contact first, on WhatsApp or email. If they are unavailable, write to support@y5media.com with your business name in the subject line and the team will pick it up.
My website is down or looks hacked. What should I do?
Message us on WhatsApp straight away with the website address and a screenshot if you can. Do not delete files or reinstall anything yourself – that can make recovery harder.
How do I request a change to my website or content?
Send the page link, what you want changed, and any new text or images in one message. Small changes inside your plan are scheduled right away; anything outside the agreed scope gets a quick quote first.
When do I receive my monthly report?
Monthly reports are shared in the first week of the following month, covering what moved, what did not, and what we are changing next.
How do I give or remove access to my accounts?
Add us as a user or manager on the platform rather than sharing passwords wherever possible. We will send you the exact email address to add. When an engagement ends, we remove our access and confirm it in writing.
I have a billing or invoice question.
Email support@y5media.com with the invoice number. Invoices are payable within 7 days unless your agreement says otherwise – see our Terms & Conditions.
How do I pause or cancel a retainer?
Give 30 days’ written notice by email. We will hand over all paid-for deliverables and remove our access at the end of the notice period.
How do I ask for my personal data to be deleted?
Email support@y5media.com with your request. Our Privacy Policy explains your rights and how we handle them.
Still need help?
Send us a message and we will get back to you. New to Y5MEDIA? Start with a proposal instead.