Tell us what happened, and here is the fix.
Real symptoms and exact steps: connecting the eight networks, the inbox and replies, the autopilot, comments, publishing, content and analytics, team and workspaces, payment, signing in and data. If the answer is not here, the form at the bottom opens a ticket and it reaches support with the context attached.
Check these before opening a ticket
Five checks close most cases faster than a support answer arrives.
- Reload the page with a cache reset and check the tab is not left open since yesterday: a stale tab does not receive new messages
- Check which workspace is selected: data never crosses between workspaces, and an empty inbox often means the wrong one is open
- Open the profile and make sure the network connection is still active: a network revokes access when the password or the account type changes
- Check the monthly plan limits: when the AI limit is used up drafts stop appearing while the inbox keeps working
- Look at the action log: if a reply went out, it shows the time, the exact text and the rule it passed under
A network will not connect or dropped out
- Instagram refuses to connect Check the account type: Business or Creator is required, Meta does not expose messages for a personal profile Make sure the account is linked to a Facebook page: the link is set once in Instagram settings On the Meta consent screen keep every requested permission checked: an unchecked box breaks exactly the stream it covers
- Telegram asks for a code and does not connect The code arrives inside the Telegram app itself rather than in a private message: open the official Telegram chat on the phone If two step verification is on, enter the Telegram cloud password: the session is not created without it Connect a work account: the inbox receives the chats the connected account can see, and the session is always visible under devices in Telegram
- WhatsApp Business does not accept the number The number has to be registered in the WhatsApp Business Platform: the ordinary WhatsApp Business app does not work for this Migrating a number disables it in the ordinary app: plan for that, there is no one click way back
- X connected but private messages do not arrive X exposes private messages only on paid tiers of its API: mentions, replies, quotes and publishing work without it The feed refreshes on an interval: X limits requests per hour, so instant delivery does not exist there
Messages do not arrive or a reply will not send
- The inbox is empty although the network has messages Check the selected workspace and the queue filters: hidden spam and closed conversations are not shown by default Networks limit how far back history goes: messages received before the connection may not appear, new ones arrive fine
- A reply will not send in WhatsApp The 24 hour window most likely closed: after it only a pre approved template is allowed and free text is rejected by the network Pick a template from the approved list: the remaining window time is shown in the conversation itself
- Two people answer the same customer Assign the thread to an operator: an assigned conversation is marked and leaves the shared queue for everyone else Check the roles: a client and an operator have different permissions, and a client should not see other conversations at all
The autopilot is silent or answers wrongly
- Drafts stopped appearing Check the monthly AI reply limit: three thousand on Personal, twenty thousand on Business Look at the blocked topics and hourly caps: the request may have hit a rule that forbids an automatic reply Make sure the moderation mode is not set to manual for this kind of request
- The tone does not sound like us Mark three or four real answers as good: the voice is tuned on examples rather than on adjectives Remove contradictions from the brief: asking for short and detailed at once makes the model pick something in between
- A reply went out with a wrong fact Open the log: it holds the exact text, the time and the rule the reply passed under, that is where the review starts Fix the fact in the brief and move this kind of request to approval mode for a week
A post did not go out or came out wrong
- A scheduled post did not publish Check the account connection at the time of publishing and the monthly post limit of the plan Look at the attachment format: vertical video for TikTok and Reels, the 500 character limit on Threads
- Image or video generation will not start Check the included generations left: Personal has fifty images and five dollars of video per month Past the limit generations come from the balance: images at twenty five cents, video at the model price shown before you start
Everything about charges
- The card is declined The decline comes from the bank rather than from us: usually it is a block on online payments or a subscription limit Try another card and check that the name and address match the bank details
- A charge after cancelling, or two charges in a row Check the cancellation date in the profile: cancelling stops the next charge while a started paid period runs to its end Send the transaction reference from the bank letter through the form below: with it the review takes minutes, without it days
- An invoice or receipt is needed for accounting The documents for every payment sit in the profile under billing and download in one click Company details have to be added before paying: they are not inserted into an already issued document afterwards
- The AI limit ran out mid month The inbox, publishing and analytics keep working: only the AI features pause Moving to Business opens the limits immediately and the payment provider prorates the rest of the period
Signing in, roles and workspaces
- The sign in code does not arrive Check the spam folder and that the address has no typo: the code comes from an address on the goandreply.com domain The code is valid for a limited time and one use: request a new one if more than a few minutes passed
- A team member cannot see a section Permissions are granted per workspace: check the role and which workspace the person was invited to The client role deliberately sees only its own brand: access to another one needs an invitation to that workspace
- The account has to be handed to another person Invite the new person to the workspace with the right role, then remove the old account from the team Network connections belong to the workspace rather than to a person: there is no need to reconnect the accounts
What to include so the first answer is useful
The ticket is stored with a number and goes to support together with the interface language and the page it was sent from. The answer arrives at the email you give.
- The workspace name and the network in question
- The time of the event with the time zone: it locates the row in the log
- What you expected and what happened, verbatim, including the error text
- For payments: the transaction reference from the bank letter and the last four digits of the card
What to expect from support
- Response time: Usually the same working day. On the Business plan requests are handled with priority.
- Access to your data: We do not read your conversations in normal work. If a case needs access we ask for permission, and the access itself is recorded in the log.
- What we cannot do: Lift a network restriction, restore an account the network suspended or bypass its limits. In those cases we explain the cause and offer a route that stays within the rules.
Questions and answers
- Instagram refuses to connect
- Check the account type: Business or Creator is required, Meta does not expose messages for a personal profile Make sure the account is linked to a Facebook page: the link is set once in Instagram settings On the Meta consent screen keep every requested permission checked: an unchecked box breaks exactly the stream it covers
- Telegram asks for a code and does not connect
- The code arrives inside the Telegram app itself rather than in a private message: open the official Telegram chat on the phone If two step verification is on, enter the Telegram cloud password: the session is not created without it Connect a work account: the inbox receives the chats the connected account can see, and the session is always visible under devices in Telegram
- WhatsApp Business does not accept the number
- The number has to be registered in the WhatsApp Business Platform: the ordinary WhatsApp Business app does not work for this Migrating a number disables it in the ordinary app: plan for that, there is no one click way back
- X connected but private messages do not arrive
- X exposes private messages only on paid tiers of its API: mentions, replies, quotes and publishing work without it The feed refreshes on an interval: X limits requests per hour, so instant delivery does not exist there
- The inbox is empty although the network has messages
- Check the selected workspace and the queue filters: hidden spam and closed conversations are not shown by default Networks limit how far back history goes: messages received before the connection may not appear, new ones arrive fine
- A reply will not send in WhatsApp
- The 24 hour window most likely closed: after it only a pre approved template is allowed and free text is rejected by the network Pick a template from the approved list: the remaining window time is shown in the conversation itself
- Two people answer the same customer
- Assign the thread to an operator: an assigned conversation is marked and leaves the shared queue for everyone else Check the roles: a client and an operator have different permissions, and a client should not see other conversations at all
- Drafts stopped appearing
- Check the monthly AI reply limit: three thousand on Personal, twenty thousand on Business Look at the blocked topics and hourly caps: the request may have hit a rule that forbids an automatic reply Make sure the moderation mode is not set to manual for this kind of request
- The tone does not sound like us
- Mark three or four real answers as good: the voice is tuned on examples rather than on adjectives Remove contradictions from the brief: asking for short and detailed at once makes the model pick something in between
- A reply went out with a wrong fact
- Open the log: it holds the exact text, the time and the rule the reply passed under, that is where the review starts Fix the fact in the brief and move this kind of request to approval mode for a week
- A scheduled post did not publish
- Check the account connection at the time of publishing and the monthly post limit of the plan Look at the attachment format: vertical video for TikTok and Reels, the 500 character limit on Threads
- Image or video generation will not start
- Check the included generations left: Personal has fifty images and five dollars of video per month Past the limit generations come from the balance: images at twenty five cents, video at the model price shown before you start
- The card is declined
- The decline comes from the bank rather than from us: usually it is a block on online payments or a subscription limit Try another card and check that the name and address match the bank details
- A charge after cancelling, or two charges in a row
- Check the cancellation date in the profile: cancelling stops the next charge while a started paid period runs to its end Send the transaction reference from the bank letter through the form below: with it the review takes minutes, without it days
- An invoice or receipt is needed for accounting
- The documents for every payment sit in the profile under billing and download in one click Company details have to be added before paying: they are not inserted into an already issued document afterwards
- The AI limit ran out mid month
- The inbox, publishing and analytics keep working: only the AI features pause Moving to Business opens the limits immediately and the payment provider prorates the rest of the period
- The sign in code does not arrive
- Check the spam folder and that the address has no typo: the code comes from an address on the goandreply.com domain The code is valid for a limited time and one use: request a new one if more than a few minutes passed
- A team member cannot see a section
- Permissions are granted per workspace: check the role and which workspace the person was invited to The client role deliberately sees only its own brand: access to another one needs an invitation to that workspace
- The account has to be handed to another person
- Invite the new person to the workspace with the right role, then remove the old account from the team Network connections belong to the workspace rather than to a person: there is no need to reconnect the accounts