Support

The Support section in the cabinet menu is your conversations with the ParrotPoster team. You can also write to support@parrotposter.com. Questions about payment, refunds and invoices for legal entities are handled by support.

Create a request

  1. Open Support and click New conversation.
  2. Pick a Category: Bug, Publishing error, How to set up, Billing, Account, Plugin or Other.
  3. Describe the issue in Describe the problem. Optionally attach a Related item (optional), for example a post.
  4. Add Attachments with Choose files. You can attach up to 5 JPEG, PNG, WebP or PDF files, 10 MiB each and 25 MiB total.
  5. Click Send. Attachments upload first, then the conversation is created.

If you have too many open conversations, you see "You have too many open conversations": mark some as resolved or continue an existing one. For a different issue, create a separate conversation.

What to include

  • what you did and what you expected to see;
  • which social network and which account it happened with;
  • the full error text;
  • a screenshot of the error or the post;
  • for payments — the account email and the payment time.

Draft from ParrotAI

If you click Contact support in ParrotAI, the form opens with text prefilled. Edit it before sending. If the draft failed to load you see "Could not load the draft from ParrotAI" — describe the problem manually. A post card with a publishing error has a Get help with this error button.

Statuses and replies

Conversations are split into Open and Resolved. Statuses:

  • Waiting for support — waiting for the team's reply;
  • Waiting for your reply — support replied and is waiting for you;
  • In progress — the request is being handled;
  • Resolved — the conversation is closed.

Click Reply to answer. A reply in a resolved conversation reopens it. If the issue is solved, click Mark resolved. If you do not reply for a long time, a conversation may be completed — it is marked "Completed without a reply".

Notifications

Support replies arrive by email. You can manage them:

  • globally — Settings → Notifications, the Support replies switch ("Email me when support replies to a conversation"); addresses go in the Email field, several separated by commas;
  • per conversation — the Mute email button (to restore, Enable email).