Support

01 Get in touch

Email theitgroupapps@gmail.com. There is no phone queue and no ticket robot — it goes to a person.

If it's about a specific booking, tell us the job title, the date, and the other person's first name. That's enough for us to find it, and it saves a round of questions.

02 Bookings

• No artist has accepted my job. Jobs are pinged to artists near you. If nobody has taken it, raising the price or widening the time window is usually what moves it. You are not charged until an artist accepts.
• I need to cancel. As a client you can cancel any time before the session starts and pay nothing — including after an artist is booked, and even while they're on their way. You're refunded in full.
• The artist didn't show. Cancel the job in the app and email us. You are not charged for a shoot that didn't happen.
• My message won't send. In-app chat blocks phone numbers, email addresses, social handles and links. Take those out and it'll send. Keeping bookings inside PixIt is what keeps the payment protection attached to them.

03 Payments and payouts

Payments are handled by Stripe. PixIt never sees or stores your card number or your bank details.

• When am I charged? The job amount is held when an artist accepts, and released to them once you confirm delivery.
• Where is my payout? Your share is sent to your Stripe account the moment the client confirms delivery. Stripe then pays it into your bank on its own schedule — typically a few working days, and not something PixIt controls.
• My payout is set up but nothing arrives. Nine times out of ten the Stripe account is missing a verification step. Open payouts in the app and finish anything Stripe is still asking for.
• A refund hasn't landed. Refunds go back to the original card and take a few working days on the bank's side after we send them.

04 Your account

• Delete your account. Open your profile in the app and choose to delete it. No email, no waiting, no retention offer — your sign-in is destroyed immediately and cannot be recovered.
• Can't sign in. Use the reset link on the sign-in screen. If the email never arrives, check spam, then write to us and we'll look at it from our side.
• Change your email or details. Both live in your profile in the app.
• Your data rights. Access, correction and deletion requests are covered in the Privacy Policy. Ask us and we'll answer within one month.

05 Reporting someone

If someone behaves badly — on a shoot, in chat, or in how they handle a booking — report them in the app or email us. Tell us what happened and when. We read every report, and we act on the ones that need it.

If you are in immediate danger, call 999 first. We are not an emergency service.

06 Who you're writing to