Client Support

Help with the DDW Designs client portal and the DDW Designs app for iPhone. The quickest way to reach us is email, and a person from the studio answers.

Reach us

Signing in

• The portal is by invitation. We send an invite to the email address on your project; there is no sign-up form. Sign in with that address and your password, or with Google or Apple when the account uses the same email. If you would rather use a different address, tell us and we will move the invite.
• Forgot your password? Use the Forgot password link on the sign-in screen. The reset email arrives within a minute or two; check your spam folder if it does not.
• Opened a link from us? Links to a proposal, invoice or delivery open your project directly. If the link asks you to sign in first, use the same email the invite went to.

The iPhone app

The DDW Designs app is the client portal on your phone: the same sign-in, the same project, with your selections, approvals, invoices and deliveries in one place. Anything you do in the app shows up on the web and in the studio right away.

• If the app asks to send notifications, allowing them means you hear the moment something is waiting on you. Declining is fine; everything still works.
• The app only asks for photo access when you add an inspiration photo to your project. You can change that choice later in iOS Settings.
• If the app shows older information, pull down to refresh, or close and reopen it.

Approvals and signatures

Pieces waiting on you show an Approve button, and proposals open with a place to sign. Once you approve or sign, the status updates and the studio is notified. If you need to change your mind after approving, email us; approvals are binding under your design agreement, so we will walk through it with you.

Payments

Invoices in the portal can be paid by card or by bank transfer through Stripe, our payment processor. Card and bank details go to Stripe directly; we never see them. A card payment shows as paid at once, and a bank transfer shows as paid when the bank confirms it, usually within a few business days. Refunds go back to the original payment method and appear on the invoice in the portal.

Common questions

• I signed in but my project is not there. The portal shows the projects tied to your email address. If yours is missing, email us and we will check which address the invite went to.
• A document will not open. Documents open in a new tab as PDFs. If your browser blocks pop-ups for ddw.studio, allow them once and try again.
• I want a copy of my records. Invoices and signed proposals can be downloaded from the portal at any time. Email us for anything else.
• I want my information removed. Email us. How we handle personal information is described in our Privacy Policy.

Privacy and terms

Our Privacy Policy covers what we collect and why. Our Terms of Service cover use of the website and the portal.