How Can You Contact Support to Resolve an Issue?
There are two ways to reach us, and for some problems there is a faster route than either of them.
How to get in touch
| Route | Where | Best for |
|---|---|---|
| In the app | Settings, then Get Help | Anything about your account, because we can see it |
| [email protected] | Longer explanations, or sending screenshots | |
| Live chat | On the website | Quick questions |
Things that are faster to fix yourself
✓
A suspended account: use Appeal Suspension on your profile card. That is the route that actually starts a review
✓
An account in Draft: finish the media kit. No ticket needed
✓
A failed deal: the money returns automatically. No ticket needed
✓
A missing verification code: resend it as its own message first
What to include when you do write
The email on your account, and the username of the social account involved.
What you expected and what happened instead.
Where you were: which screen, and on web or in the app.
A screenshot, including any error message in full.
For a deal: the brand name and the campaign, so we can find it.
Good to know
The more specific the first message, the fewer rounds it takes. My account does not work needs three replies before anyone can help; my Instagram @name has been Pending Verification since Tuesday can be answered immediately.
Why this helps you
Support can see what actually happened on your account rather than guessing, which is why the in-app route usually resolves things in one message. Escrow also means that while a problem is being sorted out, nobody’s money has gone anywhere.