Hello, I'm a BrandBay user with the highest possible plan and have been enjoying your platform a lot. However, I did have a question regarding AVIF support and was unable to find a place on your website, or within the platform itself, to reach your support team - thus, I will ask it here.
I notice that I am able to upload AVIF files to BrandBay, however, your system seems to split one singular AVIF file into two components - the actual image itself and then some kind of file stub with the same name. I suspect that your platform is incorrectly considering AVIF's ISO Base Media File Format (ISOBMFF) as a series of separate files as opposed to one singular dataset, thereby separating the media data (mdat box) from the container and metadata.
Is your team aware of this and, if so, do you have an ETA for resolving this bug? Thanks!
A: Hello Josh! We have a support area inside of the bottom right of the app to contact us directly. :) Otherwise, you can email us at support@brandbay.io!
Regarding AVIF files, our team was able to test and confirm that if you upload an AVIF file from the drag and drop upload tile, there is a bug to properly parse the file content. However, if you upload the AVIF file directly from the new asset...
For others looking at this thread as well, the AVIF bug mentioned by Josh here was fully resolved. :)
Q: What's with the marketing emails to my clients?!
We've just onboarded a new client into our ecosystem, and they’ve been forwarding all the emails they’ve received from your team. To put it plainly—both my client and I are extremely frustrated. This level of unsolicited communication is highly inappropriate and must stop immediately.
A: Hello @808mmcg, I understand what you are sharing here and anyone inviting agency clients should not be receiving any marketing communications from us. When we looked into your account, we saw that you have not configured white label environment nor your custom sending domain ( https://help.brandbay.io/article/Me4jxxwaJpb-Connecting-Your-Custom-Domain ). Because of this, any invited person...
A: Hello and thank you for the question! Right now, our current AppSumo offer is closed, however if you would like to reach out to our team directly (support@brandbay.io) we would be glad to discuss the current options we have for different plans right now that you may be interested in!
A: Hello and thank you for the question! Right now, we do not have plans to return to AppSumo soon, however if you would like to reach out to our team directly (support@brandbay.io) we would be glad to discuss the current options we have for different plans right now that you may be interested in!
A: Hello and thank you for the question! Right now, we do not have plans to return to AppSumo soon, however if you would like to reach out to our team directly (support@brandbay.io) we would be glad to discuss the current options we have for different plans right now that you may be interested in!
Also are you able to specify what issue you were specifically facing? If it was with an account in...
Q: Bug with AVIF support
Hello, I'm a BrandBay user with the highest possible plan and have been enjoying your platform a lot. However, I did have a question regarding AVIF support and was unable to find a place on your website, or within the platform itself, to reach your support team - thus, I will ask it here.
I notice that I am able to upload AVIF files to BrandBay, however, your system seems to split one singular AVIF file into two components - the actual image itself and then some kind of file stub with the same name. I suspect that your platform is incorrectly considering AVIF's ISO Base Media File Format (ISOBMFF) as a series of separate files as opposed to one singular dataset, thereby separating the media data (mdat box) from the container and metadata.
Is your team aware of this and, if so, do you have an ETA for resolving this bug? Thanks!
Josh
Danielle_BrandBay
Aug 21, 2025A: Hello Josh! We have a support area inside of the bottom right of the app to contact us directly. :) Otherwise, you can email us at support@brandbay.io!
Regarding AVIF files, our team was able to test and confirm that if you upload an AVIF file from the drag and drop upload tile, there is a bug to properly parse the file content. However, if you upload the AVIF file directly from the new asset...
Share BrandBay
For others looking at this thread as well, the AVIF bug mentioned by Josh here was fully resolved. :)
Q: What's with the marketing emails to my clients?!
We've just onboarded a new client into our ecosystem, and they’ve been forwarding all the emails they’ve received from your team. To put it plainly—both my client and I are extremely frustrated. This level of unsolicited communication is highly inappropriate and must stop immediately.
Danielle_BrandBay
Aug 3, 2025A: Hello @808mmcg, I understand what you are sharing here and anyone inviting agency clients should not be receiving any marketing communications from us.
When we looked into your account, we saw that you have not configured white label environment nor your custom sending domain ( https://help.brandbay.io/article/Me4jxxwaJpb-Connecting-Your-Custom-Domain ). Because of this, any invited person...
Share BrandBay
Q: Hi! I purchased a BrandBay LTD back in March. Could I still upgrade to White Label?
Danielle_BrandBay
Jul 24, 2025A: Hello and thank you for the question! Right now, our current AppSumo offer is closed, however if you would like to reach out to our team directly (support@brandbay.io) we would be glad to discuss the current options we have for different plans right now that you may be interested in!
Share BrandBay
Q: Any plans to come back this year? I missed out!
Danielle_BrandBay
Jun 27, 2025A: Hello and thank you for the question! Right now, we do not have plans to return to AppSumo soon, however if you would like to reach out to our team directly (support@brandbay.io) we would be glad to discuss the current options we have for different plans right now that you may be interested in!
Share BrandBay
Q: when will you be back with better improvement?
when will you be back on appsumo with better improvement? Didnt get to try the last time considering the issue but I hope you will be back soon
Danielle_BrandBay
May 22, 2025A: Hello and thank you for the question! Right now, we do not have plans to return to AppSumo soon, however if you would like to reach out to our team directly (support@brandbay.io) we would be glad to discuss the current options we have for different plans right now that you may be interested in!
Also are you able to specify what issue you were specifically facing? If it was with an account in...
Share BrandBay