AI support chat
When you open support, you start a conversation with an AI assistant trained to help with common issues. If this is your first visit, quick-start chips appear for common topics — Connection issue, Publishing issue, and Billing / plan issue — so you can jump straight to the relevant topic. Otherwise, describe your problem in plain language and the assistant will walk you through solutions.- The assistant has access to your account context, including connected accounts, recent post failures, and your subscription plan.
- Conversation history is preserved during your session so you can pick up where you left off.
- The assistant renders formatted responses with links, lists, bold text, headings, and code blocks.
Automatic diagnostics
When you open the support page without a specific issue link, the system automatically runs background diagnostics to detect known problems:| Check | What it looks for |
|---|---|
| Token expiry | Any connected account with a token expiring within 72 hours |
| Connection errors | Accounts with a profile error or failed sync |
| Publish failures | Up to 5 recently failed posts |
Diagnostics are best-effort and run silently in the background. They do not create tickets automatically — you choose which issues to address.
Response watchdog
If the AI assistant takes longer than 8 seconds to respond without showing any progress, a Retry diagnosis button appears. Click it to re-send your message and prompt the assistant to try again.Pre-filled support from errors
Several parts of Socializioz link directly to the support page with context already filled in. When you click a Fix with AI Support link from an error (such as a failed connection, a publish error, or a failed invoice), the support page opens with the platform, error code, and related post or job IDs pre-attached. The assistant uses this context to skip the initial triage and run targeted diagnostics immediately. You do not need to re-describe the issue. Deep-link parameters include:- Topic — the category of the issue (connection, publishing, billing)
- Platform — the social platform involved
- Error code — the specific error from the failed operation
- Post ID / Job ID — the affected post or background job
Duplicate ticket prevention
The system uses a deterministic key based on your issue context (topic, platform, error code, and post/job IDs) to prevent duplicate tickets. If you open support for the same issue twice, it resumes the existing conversation instead of creating a new one.Escalating to the team
If the AI assistant cannot resolve your issue, you can escalate to the support team:Request escalation
After the assistant has responded at least twice, a Want to escalate to the team? option appears below the chat. Click it.
Confirm escalation
A confirmation dialog explains that your conversation transcript and account diagnostics will be sent to the team for human review. Click Confirm to proceed.
What gets sent to the team
When you escalate, the following context is automatically included:- Your conversation transcript with the AI assistant
- Connected social accounts with their connection status and any errors
- Recent failed posts with error messages
- Your current subscription plan
Submitting a support ticket directly
You can also submit a ticket through the team support form without going through the AI chat. Required fields:- Name
- Request type (General Support, Report a Bug, Feature Request, Billing Issue, Partnership Inquiry, Other)
- Message
- Priority (Low, Normal, High, Urgent — defaults to Normal)
- Subject
ST-XXXXXX).
Tracking your tickets
The My Tickets section shows all your support tickets in a scrollable list, sorted by most recent activity. You can filter between Open tickets (includes Open, In Progress, and Escalated) and All tickets.| Status | Meaning |
|---|---|
| Open | Ticket created, awaiting response |
| In Progress | Being worked on |
| Escalated | Sent to the support team for human review |
| Resolved | Issue addressed |
| Closed | Ticket closed by you or the team |
Managing tickets from the chat
Active tickets show a Close button in the chat header. Closed or resolved tickets show a Reopen button. The ticket list updates in real time as statuses change.Response times
After submitting a ticket or escalating from the AI chat, the team will get back to you as soon as possible. Enterprise plan customers receive priority support. For urgent issues, set the priority to Urgent when submitting a ticket.| Plan | Support channels |
|---|---|
| Free | AI support chat, community |
| Starter | AI support chat, email support |
| Professional | AI support chat, priority support |
| Enterprise | AI support chat, dedicated account manager, 24/7 support |
Common issues and resolutions
The table below covers frequent issues and what to do before contacting support:| Issue | Likely cause | Resolution |
|---|---|---|
| Account shows “Needs reconnect” | OAuth token expired or was revoked by the platform | Go to connections and click Reconnect on the affected account |
| Post failed with “Authentication issue” | The account token is no longer valid | Reconnect the account and retry the post from the schedule |
| Post failed with “Media validation failed” | Attached media does not meet the platform’s requirements | Check the video resolution table and re-attach valid media |
| Post stuck in “Publishing” status | TikTok is still processing the video | Wait for TikTok to finish processing — the status refreshes automatically |
| Analytics show no data | The account is missing analytics permissions | Check the analytics permissions section and reconnect with required permissions |
| AI assistant not responding | Temporary service disruption | Check the system status page. If AI services are operational, wait 8 seconds for the retry button |
| Payment failed at checkout | PayPal transaction was declined or timed out | Try again or use a different PayPal account. If the issue persists, click Fix with AI Support on the failed invoice |
| Cannot connect Instagram | Instagram account is not linked to a Facebook Page | Follow the Instagram prerequisites before connecting |
| Scheduled post shows “Overdue” | The post missed its scheduled time (usually due to a temporary outage) | Click the post in the schedule and retry or reschedule it |
Troubleshooting workflow
A connected account shows an error but I can't figure out why
A connected account shows an error but I can't figure out why
Open support and click the Start ticket button next to the connection error detected by diagnostics. The AI assistant will check your account’s token status, required permissions, and recent sync history.
A post failed to publish and I don't understand the error
A post failed to publish and I don't understand the error
Click the Fix with AI Support link on the failed post’s error message. This opens support with the post ID, platform, and error code pre-filled so the assistant can explain the issue and suggest a fix.
I have a billing issue after upgrading
I have a billing issue after upgrading
Click Fix with AI Support on a failed invoice, or open support and select the Billing / plan issue chip. The assistant can check your subscription status and guide you through resolution.
The AI assistant is not responding
The AI assistant is not responding
Wait 8 seconds for the retry button to appear, then click Retry diagnosis. If the issue persists, use the Submit a ticket form to reach the team directly.
I need to check if the problem is on my end or a platform outage
I need to check if the problem is on my end or a platform outage
Visit the system status page to see if any services are experiencing issues. If all systems show operational, the problem is likely specific to your account — open a support ticket with details.