How to Report a Problem or Contact Viralyze Support

To report a problem, reach support from inside the Viralyze app and give enough detail for someone to reproduce it: which automation, which post, the exact comment text, when it happened, and a screenshot of the automation's state. Before writing, spend two minutes on the Needs attention badge and the live tester, because those two things resolve a large share of what reaches support. Priority support is part of the Pro plan; Starter users are supported too, just without the queue priority.

This article covers what to check first, what to send, and what to expect.

What should I check before contacting support?

Three things catch most issues:

• The automation state. Scheduled, Paused and Needs attention all mean no DMs will send. Needs attention almost always means Instagram needs reconnecting on Meta's login screen.
• The live tester. Type the exact comment that failed. If it does not match, the keyword list is the problem, not the system.
• Instagram's rules. One private reply per comment, within seven days, to a Business or Creator account. A comment that breaks any of these will not get a DM from any tool.

If the issue is bookings, confirm Google Calendar shows connected and the right calendars are ticked. If it is a checkout, open the link in a private window.

What details make a support request fast?

The more specific the report, the faster the answer. Include:

1. Your Instagram handle and the plan you are on. 2. The automation name and the post it is attached to. 3. The exact comment text, copied rather than paraphrased. 4. The date and time, with your time zone. 5. What you expected and what happened instead. 6. Screenshots of the automation screen and, if relevant, the funnel.

A good report reads like this: "Automation 'Nov cohort, keyword JOIN', attached to the reel posted 4 Nov. Comment 'join pls' at 9:40 PM IST on 5 Nov from a Creator account that follows me. Funnel shows matched 1, delivered 0. Connection shows Live. Screenshots attached." That is answerable in one reply.

What is priority support on Pro?

Pro (₹1,199 per month or ₹11,990 per year) includes priority support, which means your request goes ahead of the general queue, along with AI replies in English, Hindi and Hinglish, early access to new features and the WhatsApp chatbot when it launches. Starter (₹199 per month) includes support as well; the difference is queue position, not whether you are helped.

If you are mid-launch and a problem is blocking sales, say so in the first line; that context helps whoever picks it up.

What problems are outside support's control?

Some things cannot be changed by any support team because they belong to Instagram or Google:

• A commenter whose message requests are restricted will not receive the DM.
• The 24-hour messaging window and the seven-day private reply window are platform rules.
• Instagram occasionally delays comment events by a few minutes during high load.
• Google Calendar's own app may take a minute to refresh.

Support can confirm which of these applies, but cannot override them.

How do I give feedback or request a feature?

Use the same in-app channel and label it as a feature request. Requests that describe the situation ("I run cohorts and need the automation to stop when seats fill") are more useful than requests that describe a button.

Frequently asked questions

**Is there phone support?** Support is handled through the app so that screenshots and automation details stay attached to the request.

**Can support see my Instagram password?** No. Login happens on Meta's screen and Viralyze never receives the password; support cannot see it either.

**What if I was charged after cancelling?** Send the date of cancellation and the charge from your statement through the same channel; billing issues are handled by the same team.

Start the 7-day free trial of Viralyze, no card needed, and try the live tester before your first message to support; it may answer the question for you.