Help Center

1. I found an inappropriate video in the app.

How can I take it down? Unfortunately, there are some bad people in the world that want to ruin a good thing. If you find something offensive and it violates our terms of use or community guidelines you can flag it as inappropriate to take it down for us to review and take the necessary action. Open your app, find the inappropriate video > tap the Flag icon. The video will be removed in the app and we will review it and take the necessary action. Thanks for letting us know!

2. Why was my video disapproved from a GiG?

Most likely it didn’t follow the rules of the GiG as posted on the GiG description. If you feel like this was a mistake and you’d like us to take a further look, reach out to [email protected]. We get back to everyone as quickly as possible and we’re a small team, so please be patient – we want to get your answers!

3. How can I get help if the issues I’m having are not answered here?

Please reach out to [email protected] and we’ll help with any issues or questions you may have. We get back to everyone as quickly as possible. We’re a small team, so please be patient – we want to get your answers!

4. I can’t sign up for an account because an account with my email address or phone number already exists.

Please reach out to [email protected] If you signed up for Franki with your email address or phone number but you can’t remember your password, you can reset your password and log into your account. If you’ve typed your email address or phone number correctly and see a message that an account with your email address or phone number already exists, let us know by emailing us at [email protected].

Keep in mind that an email address can only be associated with one Franki account.

5. How do I delete my account?

When you delete your account, your profile, photos, videos, comments, likes, and followers will be permanently removed. If you’d just like to take a break, you can temporarily disable your account instead. After you delete your account, you can’t sign up again with the same username or add that username to another account, and we can’t reactivate deleted accounts.

To permanently delete or temporarily disable your account reach out to us at [email protected].

6. I can’t remember my login information

If you created your Franki account with your email or phone number, and can’t remember your password you can open the app, go to the login screen, tap Use Phone or email, enter your email or phone number, and then tap on the “Forgot your password” button. Enter your email or phone number and we will send you a message with recovery instructions. If you used Facebook, Google or Apple to authenticate, you’ll have to recover your password with them!

If you forgot your email or phone number then we’re unable to help.

7. How do I reset my password?

To change your password go to your Profile, tap on the “Settings” icon, tap on change password, and enter your email so we can send you recovery instructions.

1. What are the requirements of videos posted to franki?

Every video you post should contain the following elements: 

• Runtime of at least 10 seconds 
• At least one clear, focused shot of the food or activity
• A review to help users decide what and where to eat – either as a voiceover, or as a written review in the caption 
• No still photos – all shots must be video
• Video is in portrait/vertical mode (aka 9:16 aspect ratio) and fills the entire screen on the app

2. Can I post content I’ve shared elsewhere?

Yes! Content you’ve shared on other platforms such as Instagram, TikTok, or YouTube is okay to share on Franki. However, properly doing so is the key!

Note: please ensure the business is still active and that the video you’re posting still currently reflects the experience that establishment offers.

Doing it by screen recording your account on the other platforms degrades the quality of your content, so we’ll explain how to properly export your content so that you can retain that quality!

For Instagram, all you need to do is go to your Reel, tap the three dots in the bottom right hand corner, and then click “Save to your device.”

For TikTok, all you need to do is go to your video, tap the three dots in the bottom right hand corner, and then click “Save video.”

For YouTube, all you need to do is go to your channel, tap the three dots next to the video you’d like to save, and then click “Download.”

3. Can I post more than one video of an establishment?

Yes and no. This is okay if it’s two different visits – say you visit in June and again in December – where it could be a different experience, for example if the menu changes, the chef changes, etc. But posting two or more videos for the same visit or a very soon visit tilts the scale, giving you more weight over someone else who has only posted one review.

4. What are the rewards?

Once accepted into the locals fund you are rewarded for the following things:

• Each helpful video that you post of a local business
• The engagement your content receives, including likes, comments, and shares
• The community you build, e.g. rewards for each new follower you gain
• The new users you drive to the app through your ‘invite friends’ link

Rewards may change but currently range from $0.05 to $5.00, depending on the action. For example, you’ll be rewarded $2.00 for each video you post, and then an additional $0.50 for each share your content gets. 

We also award bonuses to Franki Locals each month based on the helpfulness and quality of content, engagement, and the level of community building in the Franki app. These bonuses can change but currently range between $25 to $100 per bonus.

5. How are Bonuses Awarded?

We follow a set of principles to guide how bonuses are awarded:

• Helpfulness

– Helpful content is defined as reviews that are honest, trustworthy, and helps other users make decisions

• Community

– Both within Franki and in the real world, aimed at encouraging our locals to actively build their community, through continued engagement and following

• Exploration

– Whether it be trying new places or trying new styles of content, we want to continually reward our locals for pushing the boundaries of what’s possible of what it means to be a Franki Local

6. What is a GiG?

GiGs reward you for trying new spots and sharing the experience, or showing off one of your favorites! Just follow the rules, and you’ll have a chance to win prizes! You can find them on the “Search” tab, just click on “Offers.”

Note: end dates for GiGs depend on your location, so be sure to check when the submission end date is for your particular location!

7. Am I guaranteed to win a GiG?

No, entering into a GiG does not guarantee a win. Each GiG has a set number of prizes, as well as rules. If you follow the rules, you’re eligible to win a prize. But, if there are more videos than prizes, only the cream of the crop will win!

8. How do I add a business?

Sometimes you’ll make a video for an awesome new local spot, only to find that the business isn’t listed on the app! Worry not, we’ll add it for you. Just email [email protected] with the name and full address of the business, and we’ll get it on the app for you ASAP.

So that you’re not spending time creating a video for a business not yet on the app, what you can do is search for the business first by visiting the “Search” tab, then once you’ve located it, hit “Submit video” instead of the “Be Frank” button. If you can’t locate the business, then please do email [email protected] and we’ll get it added for you ASAP!

9. What if I see a business and its information isn’t correct?

We always want to ensure the information on Franki is up-to-date so if you happen to see a business that’s now unfortunately closed, hours have changed, or something else, feel free to email [email protected] and we’ll be sure to amend the information ASAP.

10. How can I get credit for a referral?

To ensure you’re credited for a referral, whomever you invite must use your ‘invite friends’ link to sign up. You can find this link on the “Me” tab, by clicking the three dots in the top right hand corner, and then clicking on “Invite friends.” From there, they must download and create an account on Franki in order for you to receive credit.

Please note, if the person you’re referring has previously created an account on the Franki app, or has previously downloaded the Franki app on their device, the referral won’t be counted. Any delay in the process between downloading and signing up may also cause the referral not to be counted. 

11. How can I save my videos?

When posting a new video, ensure the “Save to your phone?” option is ticked on which you can find on the “Create post” screen. This will save the video to your phone after you’ve posted.

12. Can I edit my caption after posting?

You can edit the captions on videos you’ve already posted by clicking “Edit” on a video, amending the caption, and then saving it by clicking “Update.”

13. How do I turn on/off or adjust my notifications?

You can turn on/off and adjust your notifications by opening the app, tapping the “Me” tab, then the three dots in the top right hand corner, then on “Notifications Settings.” From there you can select which notifications you’d like to receive!

Note: you may also have to check your notification settings on your device as well, which live under your phone settings.

14. How can I post to a business in another city?

If you’re looking for a business that’s more than 50 miles away, worry not, there’s a way to work around this. All you need to do is search the business first. Go to the “Search” tab, then enter the name of the business, then adjust the “Current Location” to your desired location. It should then populate; if not, it’s possible the location isn’t yet in the app. In that case, email [email protected] with the name and address and we’ll get it added ASAP.

15. How do I get paid?

At the end of each month, Franki locals who have earned rewards will be credited straight into their franki Wallet, which can be directly linked to a bank account. This makes it simple and easy to cash out directly into their preferred account. Ongoing reports of those earnings will be shown in-app.

Important to note: we may not be able to connect to all bank accounts, credit unions in particular, as this is facilitated by a secured third-party service called Plaid.

16. How do I connect my bank account?

To receive your payouts, just connect your bank account through Franki! The app uses Plaid, a financial services company, to connect a user’s chosen account to the Franki platform. It is a secure service used by other digital platforms like Venmo. To connect your bank account, click on the “Wallet” tab, go to “Locals Program,” and then the “Add bank” button at the top of the screen. Then, simply follow the instructions to connect! Plaid supports most banks, but we have run into some issues of users unable to connect bank accounts, specifically credit unions. If this happens, or if you have any questions about Plaid, please let us know by emailing [email protected]!

17. How do I see/get my rewards?

On the “Locals Program” page of the “Wallet” tab, you’ll be able to see your earnings on your videos in real time! “Total Activity” is the tally of your activity for the lifetime of your account. Below that, you’ll see a breakdown of just what actions and engagements you’re getting that sweet cash for on a monthly basis. At the end of each month, your earnings will move up to the top of the page under “Franki Balance.” Once that’s transpired, you can cash out and transfer your earnings to your bank account at any time, just like Venmo.

Please note, we pay out on or before the 15th day of the following month.

18. What are the Franki Local Community Guidelines?

In the spirit of community, our Franki Locals are posting helpful and relevant videos, so people can eat better, drink well, have more fun, and just generally be happier! If we believe that any member of the fund is taking away from that spirit – posting irrelevant content, being rude, etc. – we do have the right to remove them from the fund. For more info on guidelines, feel free to check out the terms and conditions available at 

http://frankiapp.com/franki-locals-creator-fund-terms-and-conditions/

19. How can I report an issue not listed here?

Email [email protected] and we’ll be sure to answer any questions ASAP!

1. What is Dwolla?

Dwolla is a powerful payment platform that securely connects to bank or credit union accounts to enable the transfer of money for any individual or organization in the U.S.

2. What is Plaid used for and where can I learn more about Plaid security

Unfortunately we do not control the banks that Plaid supports. They boast over 90% of US banks being supported. If you cannot find your bank when trying to link your bank account, reach out to [email protected] and we will help you determine the best path forward to receive your well deserved gigs earnings.

3. What if my bank is not showing up in the list of banks that Plaid supports?

Please reach out to [email protected] and we’ll help with any issues or questions you may have. We get back to everyone as quickly as possible. We’re a small team, so please be patient – we want to get your answers!

4. Why is my transaction still pending?

A bank or credit union transaction usually takes 3–4 business days to complete via the Automated Clearing House network (ACH) used by banks to transfer funds. Please note that transfers take longer to complete if over a weekend or a holiday. If you are sure that there is an issue with your transaction, reach out to us at [email protected]. Keep in mind that an email address can only be associated with one Franki account.

5. Why did the transaction fail?

Sometimes transactions to or from a bank or credit union can fail. Here are a few reasons why this can happen:

• – Insufficient funds.

• – There are insufficient funds in the sending bank or credit union account to complete the transaction.

• – Frozen account.

– A bank or credit union account has been frozen. Other reasons. A bank or credit union rejects the transaction for some other  reason.

If a transaction fails, please contact your bank or credit union to check on the status of your account. Then either re-initiate the transaction or ask your financial institution why the transaction cannot be processed.

1. What is a GiG?

A GiG is a promotion that allows a business to incentivize Franki users to come to their business, purchase their products, and create video content about their experience.

2. Can I decide how many people win my GiG?

Yes, the business owner decides on how many winners and the parameter rules that need to be met to complete a GiG (e.g. your video must be longer than 20 seconds).

3. Can I create a GiG for other businesses?

No, you can only run GiGs for your own business that you either own, work for, or represent (e.g. marketing agency).

4. Can I give a discount or product out, instead of cash in my GiG?

No, prizes for GiGs can only be paid out in cash.

5. Will other businesses in my industry near me be able to run GiGs at the same time?

Yes, we work with you to ensure your GiG stands out and attracts the right user for the GiG you’re running.

6. Is there a maximum I can spend on GiGs?

No.

7. What if I don’t like the video?

Only videos that are offensive or defamatory toward your business will be removed. We have a report feature that allows you to flag any content that does this, we also have internal team members and systems that look for this kind of content. If a video successfully completes the GiG, the prize must be paid.

8. Are there a max amount of GiGs or prizes I am allowed to award per month?

No.

9. How do you decide who wins?

You decide how many, how much, and the rules. All prizes must be paid out if each video completes the predetermined rules. However, here at Franki we aren’t unreasonable, and if a video is completely unusable, it may be removed from the completed GiGs on a case-by-case basis.

10. What happens if a GiG isn’t fulfilled? / What happens to the money that is not used?

Once the GiG close date is reached, any funds that aren’t fulfilled will be credited to your account. i.e. You have funded your account for 10 potential winners of $20 per winner (total $200), you receive 8 submissions, all of which successfully completed the GiG, leaving 2 prizes of $20 (total of $40) leftover, this $40 will be credited to your account to be used on other Franki purchases or a secondary GiG.

11. How can I claim, customize, or change my business profile information in the app?

Information that can be updated within the Franki Admin panel (membership required) includes your profile photo, description, address, website, contact information, GiGs, and other related items. The specific location data (latitude and longitude) of your business that allows it to be displayed on our map is pulled through Google My Business. More information on updating that information can be found here. Please reach out to our support team at [email protected] if you need additional guidance.