# Help

Answers to 108 questions about UGCStars, in 17 topics: searching and contacting creators, annual access and billing, free briefs, creator profiles and review, the Creator Hub, the affiliate program, and privacy.

Updated: 14 October 2026

## General

### [Getting started](https://ugcstars.com/help/getting-started)

What UGCStars is, what it costs and what you can do without paying.

- [What is UGCStars?](https://ugcstars.com/help/getting-started#what-is-ugcstars)
- [Who is UGCStars for?](https://ugcstars.com/help/getting-started#who-is-ugcstars-for)
- [Is UGCStars a marketplace or an agency?](https://ugcstars.com/help/getting-started#is-ugcstars-a-marketplace-or-an-agency)
- [What can I do without paying?](https://ugcstars.com/help/getting-started#what-can-i-do-without-paying)
- [How is UGCStars different from other UGC platforms?](https://ugcstars.com/help/getting-started#how-is-ugcstars-different-from-other-ugc-platforms)
- [How do I contact UGCStars?](https://ugcstars.com/help/getting-started#how-do-i-contact-ugcstars)

### [Logging in and your account](https://ugcstars.com/help/logging-in-and-your-account)

Login links, account settings, shortlists, templates and emails.

- [How do I log in?](https://ugcstars.com/help/logging-in-and-your-account#how-do-i-log-in)
- [I didn’t get my login link.](https://ugcstars.com/help/logging-in-and-your-account#i-didnt-get-my-login-link)
- [How do I change the email on my account?](https://ugcstars.com/help/logging-in-and-your-account#how-do-i-change-the-email-on-my-account)
- [How do shortlists work?](https://ugcstars.com/help/logging-in-and-your-account#how-do-shortlists-work)
- [What’s in the brand template library?](https://ugcstars.com/help/logging-in-and-your-account#whats-in-the-brand-template-library)
- [How do I keep my account secure?](https://ugcstars.com/help/logging-in-and-your-account#how-do-i-keep-my-account-secure)
- [Which emails will I get, and how do I turn them off?](https://ugcstars.com/help/logging-in-and-your-account#which-emails-will-i-get-and-how-do-i-turn-them-off)

### [Data and resources](https://ugcstars.com/help/data-and-resources)

The Rate Index, Trends, Database Stats, the Showcase and our comparison pages.

- [What is the UGC Rate Index?](https://ugcstars.com/help/data-and-resources#what-is-the-ugc-rate-index)
- [How is the Rate Index calculated?](https://ugcstars.com/help/data-and-resources#how-is-the-rate-index-calculated)
- [Can I quote UGCStars data in an article or report?](https://ugcstars.com/help/data-and-resources#can-i-quote-ugcstars-data-in-an-article-or-report)
- [What is UGC Trends?](https://ugcstars.com/help/data-and-resources#what-is-ugc-trends)
- [What’s on the Database Stats page?](https://ugcstars.com/help/data-and-resources#whats-on-the-database-stats-page)
- [What is the Showcase?](https://ugcstars.com/help/data-and-resources#what-is-the-showcase)
- [Are your comparison pages fair?](https://ugcstars.com/help/data-and-resources#are-your-comparison-pages-fair)

### [Privacy, data and cookies](https://ugcstars.com/help/privacy-data-and-cookies)

What we hold, how to control it and how cookies work.

- [What personal information does UGCStars hold about me?](https://ugcstars.com/help/privacy-data-and-cookies#what-personal-information-does-ugcstars-hold-about-me)
- [How do I access, correct or delete my data?](https://ugcstars.com/help/privacy-data-and-cookies#how-do-i-access-correct-or-delete-my-data)
- [How do you handle sensitive details such as pregnancy?](https://ugcstars.com/help/privacy-data-and-cookies#how-do-you-handle-sensitive-details-such-as-pregnancy)
- [How does UGCStars use cookies?](https://ugcstars.com/help/privacy-data-and-cookies#how-does-ugcstars-use-cookies)
- [Why did I get an invitation email from UGCStars?](https://ugcstars.com/help/privacy-data-and-cookies#why-did-i-get-an-invitation-email-from-ugcstars)
- [How do I remove a profile that describes me?](https://ugcstars.com/help/privacy-data-and-cookies#how-do-i-remove-a-profile-that-describes-me)
- [How long do you keep information?](https://ugcstars.com/help/privacy-data-and-cookies#how-long-do-you-keep-information)

## For brands

### [Searching for creators](https://ugcstars.com/help/searching-for-creators)

How search and filters work, and what to do when a search comes back thin.

- [How do I search for creators?](https://ugcstars.com/help/searching-for-creators#how-do-i-search-for-creators)
- [Which filters can I use?](https://ugcstars.com/help/searching-for-creators#which-filters-can-i-use)
- [How many creators are in the database, and where are they?](https://ugcstars.com/help/searching-for-creators#how-many-creators-are-in-the-database-and-where-are-they)
- [How are search results ordered?](https://ugcstars.com/help/searching-for-creators#how-are-search-results-ordered)
- [Why does my search show few or no results?](https://ugcstars.com/help/searching-for-creators#why-does-my-search-show-few-or-no-results)
- [Can I save a search and get alerts?](https://ugcstars.com/help/searching-for-creators#can-i-save-a-search-and-get-alerts)

### [Creator profiles and badges](https://ugcstars.com/help/creator-profiles-and-badges)

What a profile shows, how creators are checked and what each label means.

- [What does a creator profile show?](https://ugcstars.com/help/creator-profiles-and-badges#what-does-a-creator-profile-show)
- [How are creators verified?](https://ugcstars.com/help/creator-profiles-and-badges#how-are-creators-verified)
- [What do the badges mean?](https://ugcstars.com/help/creator-profiles-and-badges#what-do-the-badges-mean)
- [What does “Unclaimed” mean on a profile?](https://ugcstars.com/help/creator-profiles-and-badges#what-does-unclaimed-mean-on-a-profile)
- [How up to date is the information on a profile?](https://ugcstars.com/help/creator-profiles-and-badges#how-up-to-date-is-the-information-on-a-profile)
- [Can I watch a creator’s sample videos?](https://ugcstars.com/help/creator-profiles-and-badges#can-i-watch-a-creators-sample-videos)

### [Contacting and working with creators](https://ugcstars.com/help/contacting-and-working-with-creators)

Getting in touch, agreeing terms and using creator details responsibly.

- [How do I contact a creator?](https://ugcstars.com/help/contacting-and-working-with-creators#how-do-i-contact-a-creator)
- [Why are some contact details missing on a profile?](https://ugcstars.com/help/contacting-and-working-with-creators#why-are-some-contact-details-missing-on-a-profile)
- [A creator didn’t reply. What should I do?](https://ugcstars.com/help/contacting-and-working-with-creators#a-creator-didnt-reply-what-should-i-do)
- [Who agrees the price, usage rights and deadlines?](https://ugcstars.com/help/contacting-and-working-with-creators#who-agrees-the-price-usage-rights-and-deadlines)
- [Does UGCStars handle payments or take a commission?](https://ugcstars.com/help/contacting-and-working-with-creators#does-ugcstars-handle-payments-or-take-a-commission)
- [What can I use creator contact details for?](https://ugcstars.com/help/contacting-and-working-with-creators#what-can-i-use-creator-contact-details-for)
- [How do I report a problem with a creator?](https://ugcstars.com/help/contacting-and-working-with-creators#how-do-i-report-a-problem-with-a-creator)

### [Annual access and pricing](https://ugcstars.com/help/annual-access-and-pricing)

What $245 a year includes, how renewal and cancelling work, and how access works for teams.

- [What does annual access include?](https://ugcstars.com/help/annual-access-and-pricing#what-does-annual-access-include)
- [How does the yearly renewal work?](https://ugcstars.com/help/annual-access-and-pricing#how-does-the-yearly-renewal-work)
- [How do I cancel?](https://ugcstars.com/help/annual-access-and-pricing#how-do-i-cancel)
- [Can my team or agency share one account?](https://ugcstars.com/help/annual-access-and-pricing#can-my-team-or-agency-share-one-account)
- [Can I export the database or connect it to other tools?](https://ugcstars.com/help/annual-access-and-pricing#can-i-export-the-database-or-connect-it-to-other-tools)
- [Are there limits on how much I can use it?](https://ugcstars.com/help/annual-access-and-pricing#are-there-limits-on-how-much-i-can-use-it)
- [I bought access on the old UGCStars site. Do I pay again?](https://ugcstars.com/help/annual-access-and-pricing#i-bought-access-on-the-old-ugcstars-site-do-i-pay-again)

### [Checkout, payment and invoices](https://ugcstars.com/help/checkout-payment-and-invoices)

Buying annual access, renewals, promo codes, tax and invoices.

- [How do I buy annual access?](https://ugcstars.com/help/checkout-payment-and-invoices#how-do-i-buy-annual-access)
- [Why do I have to tick a box about refunds at checkout?](https://ugcstars.com/help/checkout-payment-and-invoices#why-do-i-have-to-tick-a-box-about-refunds-at-checkout)
- [How do promo codes work?](https://ugcstars.com/help/checkout-payment-and-invoices#how-do-promo-codes-work)
- [Which currency do you charge in, and is tax added?](https://ugcstars.com/help/checkout-payment-and-invoices#which-currency-do-you-charge-in-and-is-tax-added)
- [How do I get an invoice with my company details?](https://ugcstars.com/help/checkout-payment-and-invoices#how-do-i-get-an-invoice-with-my-company-details)
- [How will the charge appear on my statement?](https://ugcstars.com/help/checkout-payment-and-invoices#how-will-the-charge-appear-on-my-statement)
- [What happens if I enter an email that already has access?](https://ugcstars.com/help/checkout-payment-and-invoices#what-happens-if-i-enter-an-email-that-already-has-access)

### [Refunds and billing problems](https://ugcstars.com/help/refunds-and-billing-problems)

When we refund, what to do about an unexpected charge, and why to contact us before your bank.

- [Can I get a refund?](https://ugcstars.com/help/refunds-and-billing-problems#can-i-get-a-refund)
- [I was charged twice. What should I do?](https://ugcstars.com/help/refunds-and-billing-problems#i-was-charged-twice-what-should-i-do)
- [I don’t recognize a charge from UGCStars.](https://ugcstars.com/help/refunds-and-billing-problems#i-dont-recognize-a-charge-from-ugcstars)
- [Why should I contact you before my bank?](https://ugcstars.com/help/refunds-and-billing-problems#why-should-i-contact-you-before-my-bank)
- [The price dropped after I bought. Can I get the difference back?](https://ugcstars.com/help/refunds-and-billing-problems#the-price-dropped-after-i-bought-can-i-get-the-difference-back)

### [Free briefs and casting calls](https://ugcstars.com/help/free-briefs-and-casting-calls)

Posting a brief, what creators see and how to manage applications.

- [What is a free brief?](https://ugcstars.com/help/free-briefs-and-casting-calls#what-is-a-free-brief)
- [What should I put in a brief?](https://ugcstars.com/help/free-briefs-and-casting-calls#what-should-i-put-in-a-brief)
- [What happens after I post a brief?](https://ugcstars.com/help/free-briefs-and-casting-calls#what-happens-after-i-post-a-brief)
- [How do I edit, pause or close a brief?](https://ugcstars.com/help/free-briefs-and-casting-calls#how-do-i-edit-pause-or-close-a-brief)
- [How do I see who applied to my brief?](https://ugcstars.com/help/free-briefs-and-casting-calls#how-do-i-see-who-applied-to-my-brief)
- [What kinds of briefs don’t you accept?](https://ugcstars.com/help/free-briefs-and-casting-calls#what-kinds-of-briefs-dont-you-accept)
- [Can I post a brief and buy annual access too?](https://ugcstars.com/help/free-briefs-and-casting-calls#can-i-post-a-brief-and-buy-annual-access-too)

## For creators

### [Joining as a creator](https://ugcstars.com/help/joining-as-a-creator)

Applying, what you need, sample videos, rates and imported profiles.

- [How do I join UGCStars as a creator?](https://ugcstars.com/help/joining-as-a-creator#how-do-i-join-ugcstars-as-a-creator)
- [Is it free for creators? Do you take a commission?](https://ugcstars.com/help/joining-as-a-creator#is-it-free-for-creators-do-you-take-a-commission)
- [Do I need a lot of followers?](https://ugcstars.com/help/joining-as-a-creator#do-i-need-a-lot-of-followers)
- [What do I need before I apply?](https://ugcstars.com/help/joining-as-a-creator#what-do-i-need-before-i-apply)
- [How do I add sample videos?](https://ugcstars.com/help/joining-as-a-creator#how-do-i-add-sample-videos)
- [How do I set my starting rate?](https://ugcstars.com/help/joining-as-a-creator#how-do-i-set-my-starting-rate)
- [I was invited or nominated. What does that mean?](https://ugcstars.com/help/joining-as-a-creator#i-was-invited-or-nominated-what-does-that-mean)
- [My profile was imported. How do I claim it?](https://ugcstars.com/help/joining-as-a-creator#my-profile-was-imported-how-do-i-claim-it)

### [Review and decisions](https://ugcstars.com/help/review-and-decisions)

How long review takes, what we check and what each decision means.

- [How long does review take?](https://ugcstars.com/help/review-and-decisions#how-long-does-review-take)
- [What do you check in my application?](https://ugcstars.com/help/review-and-decisions#what-do-you-check-in-my-application)
- [What happens if my application isn’t accepted?](https://ugcstars.com/help/review-and-decisions#what-happens-if-my-application-isnt-accepted)
- [I was asked to make changes. What now?](https://ugcstars.com/help/review-and-decisions#i-was-asked-to-make-changes-what-now)
- [Why was my profile hidden or suspended?](https://ugcstars.com/help/review-and-decisions#why-was-my-profile-hidden-or-suspended)

### [Managing your creator profile](https://ugcstars.com/help/managing-your-creator-profile)

Editing, visibility, hiding, deleting and getting found.

- [How do I edit my creator profile?](https://ugcstars.com/help/managing-your-creator-profile#how-do-i-edit-my-creator-profile)
- [What can brands see on my profile?](https://ugcstars.com/help/managing-your-creator-profile#what-can-brands-see-on-my-profile)
- [How do I hide my profile from brands?](https://ugcstars.com/help/managing-your-creator-profile#how-do-i-hide-my-profile-from-brands)
- [How do I delete my profile and data?](https://ugcstars.com/help/managing-your-creator-profile#how-do-i-delete-my-profile-and-data)
- [How can I get found by more brands?](https://ugcstars.com/help/managing-your-creator-profile#how-can-i-get-found-by-more-brands)
- [Why do you ask about skin type, pets, kids and pregnancy?](https://ugcstars.com/help/managing-your-creator-profile#why-do-you-ask-about-skin-type-pets-kids-and-pregnancy)
- [What does “How brands see your profile” show?](https://ugcstars.com/help/managing-your-creator-profile#what-does-how-brands-see-your-profile-show)

### [Casting calls for creators](https://ugcstars.com/help/casting-calls-for-creators)

Finding briefs, applying and staying safe.

- [What are casting calls?](https://ugcstars.com/help/casting-calls-for-creators#what-are-casting-calls)
- [How do I apply to a casting call?](https://ugcstars.com/help/casting-calls-for-creators#how-do-i-apply-to-a-casting-call)
- [How do opportunity emails work?](https://ugcstars.com/help/casting-calls-for-creators#how-do-opportunity-emails-work)
- [What happens after I apply to a casting call?](https://ugcstars.com/help/casting-calls-for-creators#what-happens-after-i-apply-to-a-casting-call)
- [A brand asked me to pay a fee. Is that allowed?](https://ugcstars.com/help/casting-calls-for-creators#a-brand-asked-me-to-pay-a-fee-is-that-allowed)

### [Creator Hub](https://ugcstars.com/help/creator-hub)

Guides, templates and lessons for creators, and how access works.

- [What is the Creator Hub?](https://ugcstars.com/help/creator-hub#what-is-the-creator-hub)
- [What’s free in the Creator Hub, and what needs a profile?](https://ugcstars.com/help/creator-hub#whats-free-in-the-creator-hub-and-what-needs-a-profile)
- [What are pro packs?](https://ugcstars.com/help/creator-hub#what-are-pro-packs)
- [Can I get a refund on a Creator Hub purchase?](https://ugcstars.com/help/creator-hub#can-i-get-a-refund-on-a-creator-hub-purchase)

## For affiliates

### [Affiliate program](https://ugcstars.com/help/affiliate-program)

Earning commission for recommending UGCStars to brands.

- [How does the affiliate program work?](https://ugcstars.com/help/affiliate-program#how-does-the-affiliate-program-work)
- [Who can join the affiliate program?](https://ugcstars.com/help/affiliate-program#who-can-join-the-affiliate-program)
- [When does an affiliate sale count?](https://ugcstars.com/help/affiliate-program#when-does-an-affiliate-sale-count)
- [When do affiliates get paid?](https://ugcstars.com/help/affiliate-program#when-do-affiliates-get-paid)
- [What happens to my commission if the brand gets a refund?](https://ugcstars.com/help/affiliate-program#what-happens-to-my-commission-if-the-brand-gets-a-refund)
- [What are the rules for promoting UGCStars?](https://ugcstars.com/help/affiliate-program#what-are-the-rules-for-promoting-ugcstars)
- [I’m a UGC creator. Does being an affiliate change my listing?](https://ugcstars.com/help/affiliate-program#im-a-ugc-creator-does-being-an-affiliate-change-my-listing)

Still need help? Send us a message and pick a topic, so it reaches the right person. [Contact us](https://ugcstars.com/contact)