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Contact & Support
Most questions have a faster answer than email. Here's the order that gets you unstuck quickest.
1. Try the chat first
There's a chat widget on every page of this documentation and inside the app. It's the fastest route by a wide margin — it answers setup questions, plan questions and "why didn't my flow run" immediately, at any hour.
Start there even if you think your problem is unusual. If it can't help, it will hand you over rather than leaving you stuck.
2. Check the guides
A handful of pages answer most of what people write in about:
- Troubleshooting — the specific symptoms, one by one.
- How a Flow Runs — why a flow behaved the way it did.
- Instagram's Messaging Rules — why Instagram won't let you do a particular thing. A surprising share of "bugs" live here.
- Roles & Permissions — if controls are missing, you may be a member rather than an admin.
- Plans, Quotas & Limits — if something stopped working as you grew.
3. Raise a ticket
If the chat couldn't resolve it, email:
Write a ticket that gets solved on the first reply
Include as much of this as you can. It's the difference between one email and five.
- Your workspace name and the Instagram handle involved.
- What you expected to happen, and what happened instead.
- Roughly when it happened — a date and approximate time is plenty.
- The flow name, if it's about an automation.
- For billing: the payment date and amount.
- For AI features: which feature, and your current credit balance.
- A screenshot, if there's anything on screen worth seeing.
Before you write in
Two quick checks that resolve a large share of reports on their own:
Are you an admin? Members are read-only and simply won't see edit controls, buy buttons or settings toggles. A missing button is far more often a role than a bug.
Is the account connected and active? An Instagram account that needs reconnecting, or one that's paused because your plan no longer covers it, runs no automation at all. Both show a clear status on Settings → Instagram accounts.
What we can and can't do
We can look up what happened to a specific event, explain why a flow behaved as it did, fix billing and plan problems, and restore access.
We can't undo a deleted Instagram comment. Deletion through the Instagram API is permanent for everyone, including us — see Comment Moderation. We also can't recover Instagram messages that were never delivered because a messaging window had closed.