Support
📧
Email Support
Response within 24 hours
support@viraldm.app
📚
Documentation
Setup guides & API docs
/docs
Common Issues
Instagram connection failing?
- Ensure your account is Business or Creator (not Personal)
- Allow all requested permissions during OAuth
- Try disconnecting & reconnecting
DMs not auto-replying?
- Check automation is Active (toggle ON)
- Verify keywords match incoming DMs
- Accept message requests in Instagram (for new senders)
- Check Pre-conditions (must follow, etc.)
AI replies showing fallback message?
- Enable AI toggle in automation
- Check AWS credentials in env vars
- Verify model has access (Bedrock console)
Webhook not firing?
- Confirm Meta app is in Live mode
- Check webhook subscription is active
- Accept Instagram Tester invites (if dev mode)
Support Hours
| Plan | Response Time | Channels |
|---|---|---|
| Starter | 48 hours | |
| Growth | 24 hours | Email, Chat |
| Agency | 4 hours | Email, Chat, Phone, Dedicated manager |
Status
Check live system status: status.viraldm.app
Email Directory
- General: hello@viraldm.app
- Support: support@viraldm.app
- Sales: sales@viraldm.app
- Billing: billing@viraldm.app
- Privacy: privacy@viraldm.app
- Security: security@viraldm.app
- Legal: legal@viraldm.app
- Abuse Reports: abuse@viraldm.app