CUSTOMER SERVICE

How to reach the customer service?

The customer service is available on our website homepage under the tab “Contact Us”. Our team will do its best to answer your questions as soon as possible.

CONFIDENTIALITY AND SECURITY

Will you save my credit card details?

Your credit card details will not be saved.

I forgot my password. How do I reset it?

You can reset your forgotten password from the home page. In order to do so, simply click on “Forgot my password” and enter your email address, then you will receive a link to reset your password.

How MTM can guarantee the security of the uploaded files?

To store your files and information we use Google cloud services. This service along with SSL encryption guarantees the security of your data.

OTHER

In which languages is the marketplace available?

The marketplace is available in English and French. To change language, please click on EN or FR on the top of our website page.

Can I try the MTM platform for free?

Unfortunately you cannot try the platform for free. However you are welcome to contact us to discuss the matter further at contact@mtm.video.

MARKETPLACE

What are the available formats and techniques?

Our marketplace covers most of the techniques and formats available on the market. From tutorials to web series and augmented reality to motion design, you will find the expertise you need.

What do I do if one of the production companies declined my invitation?

If one of the production companies invited to pitch for your project, declines your invitation, you will be able to invite another one among the selection that our marketplace has given you.

What to do if all of the production companies I invited declined my invitation?

In this case, we will contact you to inform you of the reasons why your project did not find a suitable selection. This will allow you to reconsider your project and be able to modify your request to obtain relevant recommendations.

Can I withdraw from the project?

In order to invite the production companies, you have to pay an “Entrance Fee” of 469 $. Once your project is completed you will be refunded. However, if you don’t complete your project you will lose your deposit. On the other hand, once you have selected a production company after an invitation to pitch, you will have to pay a down payment, the amount of which you will have defined after discussion with the production company during the proposals. You have the right to consider the bidding process as unsuccessful and not to select any production company at the end of it. You may not exercise this right more than twice a year.

Can I invite to pitch a production company that's not in the platform?

Among the recommended production companies, you can invite external ones to the marketplace by contacting us at contact@mtm.video. We will invite the production company of your choice to participate in your bidding process.

What do I do if none of the pre-selected production companies meet my expectations?

If the selection proposed by our marketplace does not suit you, you can modify your request to obtain new recommendations.

ACCOUNT SETTINGS

How can I change my personal information?

You can change your personal information through your MTM account. On the sidebar menu to your left, you have to select the “”Account Settings”” button and will be able to modify your personal information. Do not forget to save the changes by clicking on the “”save changes”” button before exiting the page.

How do I change my preferences?

You can change the preferences through your MTM account. On the sidebar menu to your left, you have to select the “”Account Preferences”” button and will be able to modify your preferences and other settings: language, currency, time zone, etc. Do not forget to save the changes by clicking on the “”save changes”” button before exiting the page.

How to change the notification settings?

On MTM you can choose on what you want to be notified (for example validations, deadlines, uploads, modifications, planning, etc…). You set your notification settings by accessing the “Account Preferences” section and clicking on the button “Change Notifications Settings” at the top of the page. You will then be able to select the specificities that concern you and how you will be notified (mobile, email).

PAYMENTS

How do I pay the entrance fee for one-shot project?

Once you build your request, sign-up on the platform and activate your account, you can login to your account to pay the refundable entrance fee for the one-shot project using credit/debit cards.

Please note: 20% VAT would be applicable to the entrance fee payment.

How do I pay the production company I decided to work with?

The payment system is divided in 2 steps:
– Once you have selected a production company to work with, you will have to pay the down payment. The amount is set between you and the production company just before accepting their proposal. You will then be notified multiple times before the down payment deadline, so the amount is paid on time and so that the production isn’t stopped. Any Failure to pay would result in paying the penalties that were also determined during the bidding process and prior to  accepting the proposal.
24 hours before delivery of your finalized project, you will be notified and will have to pay the final payment.

Please note: 20% VAT would be applicable as extra on the payments.

MARKETPLACE

I am freelance producer, can I register to your marketplace?

First of all, we thank you for your interest in MTM. We regret to inform you that we only work with production companies. However, if you work with a production company, do not hesitate to have this company apply directly on the platform.

As a producer can I have access to the marketplace?

As a producer, you only receive invitations to pitch, which you can accept or decline. You do not have direct access to all the projects or bids in the marketplace.

ACCOUNT SETTINGS

How can I change my personal information?

You can change your personal information through your MTM account. On the sidebar menu to your left, you have to select the “”Account settings”” button and will be able to modify your personal information. Do not forget to save the changes by clicking on the “”save changes”” button before exiting the page.

How do I change my system preferences?

You can change the preferences through your MTM account. On the sidebar menu to your left, you have to select the “”Account Preferences”” button and will be able to modify your preferences and other settings: language, currency, time zone, etc. Do not forget to save the changes by clicking on the “”save changes”” button before exiting the page.

How can I change the notification setting?

On MTM you can choose on what you want to be notified (for example validations,deadlines, uploads, modifications, planning, etc…). You set your notification settings by accessing the “Account Preferences” section and clicking on the button “Change Notifications Settings” at the top of the page. You will then be able to select the specificities that concern you and how you will be notified (mobile, email).

MANAGING YOUR PRODUCTION COMPANY PROFILE

How can I manage my company's profile?

Your profile is the showcase of your production company on the MTM marketplace. It is the way you can present your work and experiences to potential clients. To be precise “EXPERIENCE” summerizes, much like a CV, all the significant experiences that justify your choice of positioning on the Marketplace. On the other hand the section “PORTFOLIO” allows you to show your most brilliant and creative videos (in streaming). In other words it is your portfolio. You can edit your profile from the “Company Profile” tab on the left sidebar.

PAYMENTS

How do I receive my payment?

After winning the bidding process, you will have to specify the percentage of the down payment you will receive, as well as its due date. You and the brand will be able to discuss or negotiate these terms. On the D-day (as mentioned above) you will receive the amount of the down payment you have agreed upon with the brand. You will receive the final payment 30 days after the client payment.

What to do in case of non payment?

We have set a notification system that alerts the brand before the due date of the down payment’s and the final payment’s withdrawal. In case the down payment is not paid on its due date, the production is systematically stopped and the brand has to pay the penalties agreed upon during the bidding process. If the payment is not made at the time of the delivery, the project will be suspended and not delivered until the reasons for the non payment are given.

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