> ## Documentation Index
> Fetch the complete documentation index at: https://docs.socializioz.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Support
> Get help with Socializioz through the AI chat assistant, submit support tickets, track open cases, and contact the team for billing or technical issues.
Socializioz includes a built-in support system that starts with an AI assistant and can escalate to the team when needed. Access it from **Support** in the sidebar or settings.
## 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 |
If issues are detected, you see a summary card for each one with a **Start ticket** button. Clicking it opens an AI support conversation pre-loaded with the relevant context. If no issues are found, the diagnostics section is hidden.
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:
Describe your issue and try the suggested solutions.
After the assistant has responded at least twice, a **Want to escalate to the team?** option appears below the chat. Click it.
A confirmation dialog explains that your conversation transcript and account diagnostics will be sent to the team for human review. Click **Confirm** to proceed.
Your ticket status changes to **Escalated**. You receive a reference code to track the case. The conversation transcript (up to 8,000 characters) and a snapshot of your account state are attached to the ticket.
### 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
* Email
* Request type (General Support, Report a Bug, Feature Request, Billing Issue, Partnership Inquiry, Other)
* Message
**Optional fields:**
* Priority (Low, Normal, High, Urgent -- defaults to Normal)
* Subject
After submitting, you receive a ticket reference code (format: `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 |
Each row shows the reference code, topic, platform, status, and last update time. Click any ticket to reopen its conversation.
### 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.
## Tracking your cases
The **My Cases** section shows support cases created through the AI chat — these are separate from tickets submitted through the form. Cases are created automatically when you start an AI support conversation, either from a diagnostics card or a deep link.
Each case row shows:
* **Reference code** — a unique identifier (for example, `#A1B2C3`) for the case
* **Topic** — the issue category (connection, publishing, billing)
* **Platform** — the social platform involved, if applicable
* **Status** — current state with a color-coded badge
* **Last updated** — relative timestamp of the most recent activity
### Case statuses
| Status | Badge color | Meaning |
| ----------- | ----------- | ----------------------------------------- |
| Open | Amber | Case created, awaiting resolution |
| In Progress | Blue | Being actively worked on |
| Escalated | Red | Sent to the support team for human review |
| Resolved | Green | Issue addressed |
### Filtering cases
Use the toggle at the top of the case list to switch between **Open** (shows Open, In Progress, and Escalated cases) and **All** cases. The list shows up to 10 cases at a time, sorted by most recent activity.
Click any case to reopen its AI support conversation and continue where you left off.
Cases update in real time. When the AI assistant or the support team changes a case status, the update appears in your list without needing to refresh.
## 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 |
| Pro | AI support chat, priority support |
| Enterprise | AI support chat, dedicated account manager, 24/7 support |
See [plans and billing](/account/plans-and-billing) for full plan details.
## 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](/features/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](/features/scheduling) |
| Post failed with "Media validation failed" | Attached media does not meet the platform's requirements | Check the [video resolution table](/features/composer#video-resolution-reference) 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](/features/analytics) section and reconnect with required permissions |
| AI assistant not responding | Temporary service disruption | Check the [system status](/features/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 a Business or Creator account, or permissions were not granted during OAuth | Follow the [Instagram prerequisites](/getting-started/connecting-accounts#instagram) before connecting — a Facebook Page is not required |
| Scheduled post shows "Overdue" | The post missed its scheduled time (usually due to a temporary outage) | Click the post in the [schedule](/features/scheduling) and retry or reschedule it |
## Troubleshooting workflow
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.
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.
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.
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.
Visit the [system status](/features/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.
## Related
* [Troubleshooting](/features/troubleshooting) — resolve common issues with publishing, connections, and app errors
* [System status](/features/system-status) — check if Socializioz services are running normally
* [Connections](/features/connections) — manage account health and reconnect expired tokens
* [Plans and billing](/account/plans-and-billing) — support tiers and billing issues
* [Security](/account/security) — compromised account recovery and reporting security issues