Long delay after submitting before being available for sale

It's been 6 days since the first 24 clips I submitted were approved, and they are still not online. It seems that only I can see them. Is this how things work at Pond5? Yes, they mention up to seven days in the confirmation mail, but I hoped it was only theoretically (in the worst case).

Message support, it's probably a bug cause mine don't take that long usually.

Thank you, I just sent them a message.

Yes, I also face the same problem
I got frustrated
There seems to be a problem with the system
I hope they fix the bugs soon
We appreciate their efforts

Eight days after being approved my clips are still invisible and my artist page is empty. Emailed support again, no response so far. Two days ago they advised me to allow up to one week because this is how "indexing/re-indexing works with multiple servers".

Yes they told me that too
I think it big problem
And hope they fix it as soon as possible
I don't know what we should do about this

Ryan (Pond5)

Feb 10, 6:03 PM EST

Hey Christian,

Thanks for following up with us. When I look on the back end of the site and search for your latest clips, I see some clips that were curated on February 2nd, which would be 8 days. Can you send me the clip ID's of the ones that are 10 days old now so I can look into them? You can also tell me the subject matter and I can take a look as well.

There's a chance you can force the index as well by changing the price temporarily, and then changing it back, and it can force the indexing of the videos.

Please let me know if they don't show up after 14 days and we'll be sure to check if something is wrong.

Cheers,
Ryan
Customer Care & Multimedia Editor


Ryan (Pond5)

Feb 11, 5:39 PM EST

Hey Christian,

I'm passing this on to the team since there have been multiple reports, and they'll take a look. As always with bugs (if there is indeed a bug), there's no concrete completion date for a fix, but the team will prioritize it as their schedules allow.

We do apologize for any delays in indexing, and hope that if you have any more questions, that you please let us know.

Cheers,
Ryan
Customer Care & Multimedia Editor

My clips are finally online. Pond5's staff did their job.