Working with TKDS support
Who do I ask about billing, pricing or my contract?
Quick answer
Questions about your MediaCore2 contract, pricing or order form go to sales@tkdsmedia.com. Money your viewers pay goes to your own Stripe, PayPal or Square account, so refunds and payouts are handled there.
Check this first
- 1Decide whose money it is
Your agreement with TKDS is one thing. Payments from your viewers are another, and they land in your own provider account.
- 2Find a viewer’s payment
Look it up in Studio → Management → Payments before contacting anyone.
- 3Check your order form
The support commitments that apply to you are set there.
- 4Email the right team
Send contract and pricing questions to sales@tkdsmedia.com, and platform problems to support@tkdsmedia.com.
Who to ask
| Your question | Who handles it | Good to know |
|---|---|---|
| Pricing, renewals, adding an add-on or changing your contract | sales@tkdsmedia.com | The Ohio office handles North America sales and contracts, Monday to Friday, 09:00–17:00 US Eastern time. |
| What your service commitments are | Your order form, then sales@tkdsmedia.com | This help centre doesn’t set response times. |
| A viewer wants a refund or says they were charged twice | You, in your provider’s own dashboard | Find the payment in Studio → Management → Payments first. |
| Payouts, disputes or a provider account issue | Stripe, PayPal or Square | These accounts sit outside the platform. |
| A payment in the Studio doesn’t match your provider | support@tkdsmedia.com | Send the payment’s date, amount and provider. |
The full guide
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