Support Readiness and Escalation Paths
When an account is suspended and campaigns are offline, every second counts. That is why we provide direct Account Manager contact, same-day account backup, and direct platform escalation paths — completely bypassing automated ticket queues. We make it explicitly clear what our support covers, how our escalation process works, and which issues require platform review so that when friction arises, you always know exactly who is handling it.
What Portcast Support Covers
Portcast provides the following support to active clients. Your AM is your single point of contact. 24/7:
Direct AM contact
Your account manager is your single point of contact. 24/7.
Direct platform escalation
When accounts are suspended, Portcast has a direct line to platform teams — enabling same-day intervention and resolution, not automated responses and ticket delays.
Same-day backup account
If an account is suspended, Portcast provides a backup account the same day to minimize campaign downtime.
Appeal coordination
Portcast assists with preparing and submitting platform appeals when applicable, subject to compliance review.
Documentation support
Portcast helps prepare documentation required for account opening, compliance review, and platform inquiries.
Account health monitoring
Portcast monitors account standing and flags issues that require attention.
Onboarding Workflow
See how onboarding works and what steps are taken to get your accounts live safely.
Issues That Require Platform Review
Portcast supports and advocates for clients, but the following decisions rest entirely with the advertising platform and are outside Portcast's control:
Account Approvals
Account approval or rejection decisions.
Appeal Decisions
Appeal outcomes and reinstatement decisions.
Policy Changes
Platform policy changes and enforcement actions.
Review Timelines
Review timelines for submitted documentation or appeals.
Restriction Decisions
Account restriction or suspension decisions made by the platform.
Portcast provides guidance on these matters and assists with preparation, but cannot guarantee any platform outcome.
Escalation Process
When an issue requires escalation, the process follows a documented path. Portcast contacts platform teams directly, not through automated ticket systems. Same-day intervention:
Contact Your AM
Report the issue through your established AM communication channel.
AM Review
Your AM reviews the issue and determines whether it is in-scope or requires platform escalation.
Direct Platform Escalation
Portcast contacts platform teams directly, not through automated ticket systems. Same-day intervention.
Outcome Reported
The platform outcome is reported to you with next-step recommendations.
Response times are communicated by your AM based on the nature and urgency of the issue.
How to Reach Portcast Support
Portcast provides three contact paths depending on your relationship stage:
Active clients
Contact your AM directly through the communication channel established during onboarding.
General inquiries
Send inquiries to contact@portcastads.com. Response times vary based on volume.
New client inquiries
Use the contact form to start a new engagement discussion.
See Eligibility Criteria
Review the full eligibility criteria, compliance requirements, and fit criteria established under Portcast Media operating guidelines before requesting support.
Ready to check if your situation qualifies?
Describe your platform and account situation. Your AM will review fit and confirm the next step — no payment before scope is confirmed.
