Home/Support
How can we help?
Answers to common issues, the right guide for each question, and the team behind them.
Popular:Instagram connectionDMs not replyingResponse timesRefunds
Documentation
Setup guides and API docs.
Open the docs → 💬Help assistant
Ask the AI helper inside your dashboard. It checks your account, and when it cannot solve a problem it passes it to the team by email.
Open the dashboard → 🟢System status
Check whether a ViralDM component is having trouble before you write.
viraldm.app/status →Browse by topic
Find the right guide
Setup guides and API docs
Connect Instagram, build your first automation, and use the REST API.
Open docs → ₹Plans and pricing
What each plan includes, from Free to Agency Pro.
See pricing → ↩️Refunds and cancellation
When a payment can be refunded and how to cancel a plan.
Refund policy → 🔐Account security and 2FA
Two-factor login, active sessions, and how we store your data.
Security → 🗑️Delete your data
Remove your account and the data ViralDM holds about you.
Data deletion → 🤖MCP for AI assistants
Run ViralDM from Claude, ChatGPT, Cursor or n8n.
MCP server → 📏Automation rules
What you may and may not send with ViralDM.
Acceptable use → 📋What's new
Product updates, newest first.
Changelog →Common issues
Fix it in a minute
The problems we hear about most, with the checks that solve them. The search box and topic chips above filter this list too.
Getting startedInstagram connection failing?
- Ensure your account is Business or Creator (not Personal)
- Allow all requested permissions during OAuth
- Try disconnecting and reconnecting
AutomationsDMs not auto-replying?
- Check the automation is Active (toggle ON)
- Verify keywords match incoming DMs
- Accept message requests in Instagram (for new senders)
- Check Pre-conditions (must follow, etc.)
Automations · BillingAI replies showing fallback message?
- AI replies are on Starter and above — the Free plan sends your written reply instead
- Starter includes 3,000 AI replies a month; after that your written reply goes out, and nothing stops
- Check the AI toggle is on inside that automation
- Still seeing the fallback? Write to support with the automation name and we will look
Automations · DevelopersWebhook not firing?
- Open Accounts and confirm the Instagram account shows Connected — reconnect if not
- Press Fix DMs on the account card; it re-links the webhook
- Comment the keyword from a different account and wait 30 seconds before deciding it failed
AutomationsCan ViralDM publish posts to Instagram for me?
Yes. Instagram posts, Reels and Stories schedule from the dashboard, and LinkedIn posts too. Comment-to-DM, public replies, AI Comments, Comment Rewind and DM automation all work today.
Nothing matches that. Try “Instagram”, “refund” or “API”, or write to [email protected].
Support hours
How fast we answer, by plan
Every signed-in account can use the help assistant in the dashboard. Human support depends on your plan.
| Plan | Response time | Channels |
|---|---|---|
| Starter | 48 hours | |
| Growth | 24 hours | Priority email support |
| Agency and Agency Pro | 4 hours | Email, dedicated manager, 24/7 WhatsApp support |
What to include when you write
- The email you signed up with
- The Instagram account it is about
- The automation name, if there is one
- What you expected and what happened
- A screenshot, if you have one
Email directory
The right inbox for every question
Writing to the right address gets you to the right person faster. For live system status, see viraldm.app/status.
- General
[email protected]- Support
[email protected]- Sales
[email protected]- Billing
[email protected]- Privacy
[email protected]- Security
[email protected]- Legal
[email protected]- Abuse Reports
[email protected]
Still stuck?
Write to [email protected] with your account email and the automation name. Or send a message from the contact page.