You're not stuck — here's how to get a brand moving. It's normal to hit a quiet stretch in a brief: the brand hasn't replied in chat, hasn't reviewed your content, or hasn't closed things out yet. Most of the time this resolves on its own, and Cohley is here to step in when it doesn't. Here's what to expect and exactly what to do.

How quickly should a brand respond?

The expectation for brands replying in the brief chat is 2 business days. Weekends and holidays don't count, and brands are often managing several creators at once — so a day or two of quiet is normal and usually not a cause for concern. Start the clock from your last message in the brief chat.

Start in the brief chat

The brief chat is the right place to reach the brand for anything tied to your collaboration — questions, status, shipping, timing. If you haven't already, send a short, specific message there. See I have a question for the brand about the Brief for tips on getting a fast, useful reply.

"The brand hasn't reviewed or approved my content"

Content approval is a midpoint, not the finish line, and it can take a brand some time to get to. After you upload:

  • The brand reviews your content and either approves it, or sends a change request with feedback.
  • If they ask for edits, that's a normal part of the process — see What is Cohley's change request policy?
  • If it's been more than 2 business days since you submitted and you've heard nothing, send a polite nudge in the brief chat confirming your content is uploaded and ready for review.

Make sure your content actually uploaded successfully first — see How do I send content for review?

"The brand hasn't closed out or completed my brief"

A brief moves to complete when the brand takes the final action on their side. Until then it may still show as active even though you've done your part. This is usually just a brand being busy — it does not put your payment at risk.

  • See How will I be notified when I complete a brief? for what completion looks like.
  • If your deliverables are all submitted and approved and the brief still hasn't been completed after a few business days, nudge the brand in chat, then escalate to Cohley (below) if it stays open.

"I haven't been paid"

Cohley sets your payment date by default — 30 days from your final deliverable — but the brand still has to take the action to release it. So if a brand has gone quiet, payment can be delayed. Here's what to do:

"The brand hasn't shipped my product"

Shipping has its own playbook — including how to check your order status and tracking, and what the automated overdue emails mean. Start here: I am late to submit content but not received product yet

"The brand is asking for more than we agreed"

Stick to what's defined in the brief — your deliverables are set there. See How do I know what to deliver per brief? If a brand asks for extra deliverables or changes beyond the brief's scope, you don't have to agree on the spot. Keep the conversation in the brief chat and, if you're unsure whether a request is in scope, email us (below) and we'll help you sort it out.

When and how to escalate to Cohley

Reach out to us if any of these are true:

  • You've messaged the brand in the brief chat and haven't heard back within 2 business days.
  • The brand is unresponsive on shipping and you're more than 2 weeks past your acceptance date.
  • Your payment date has passed and you still haven't been paid.
  • A brand is asking for something well outside the brief, or anything feels off.

Email support@cohley.com with:

  • The brand name and the brief name
  • A one-line summary of what you're waiting on
  • The date of your last message to the brand in the brief chat

We'll follow up with the brand directly and help you figure out next steps. You won't be penalized for delays that are on the brand's side.