# Get help: support chat, email and Ideas and Bugs

Ask the support chat in Heropost for an instant answer, email the team, or send a bug report or an idea with screenshots from Ideas and Bugs. Here's how each works and what to include.

Last checked: Oct 8, 2026 on the live app. Source: https://heropost.ai/docs/troubleshooting/get-help/

## Ways to reach us

| Way | Best for | Where |
|---|---|---|
| **Support chat** | Quick questions, and anything you want the team to look at | The chat bubble at the bottom right of Heropost |
| **Email** | Longer problems, screenshots, or when you can't sign in | support@heropost.ai |
| **Ideas and Bugs** | Reporting a bug or suggesting a feature, with screenshots or a screen recording | Bottom of the left menu |

Support is by chat and email; there's no phone support.

## The support chat

1. Click the round chat bubble at the bottom right of any page in Heropost.
2. The **Heropost Support** panel opens: "AI answers fast — the team can also help".
3. Type your question and press Enter (Shift+Enter starts a new line).

- **If the assistant knows the answer,** it replies in the chat straight away.
- **If it needs the team,** it says so: "Got it — we're on it. You'll get our answer at {your email}…" The team replies **by email**, to the address on your Heropost account, so you can close the page. Add more details in the chat at any time: "Added to your ticket — we'll include it in our reply."
- **Text only.** The chat doesn't take attachments. Email screenshots to support@heropost.ai, or use Ideas and Bugs.
- Your conversation is kept in this browser, so it's still there after a reload.

[Screenshot: The Heropost Support chat panel open on a page]

Where the bubble isn't:

- **On a phone,** the bubble is hidden on Home. Open any other page, such as the Calendar, to reach it.
- The payment and plan pages (**Choose your plan**, checkout) don't have it. Email us instead.

If a message doesn't send, you'll see "Something went wrong sending that. Please try again, or email support@heropost.ai." Sending many messages quickly shows "You're sending messages quickly — give it a minute and try again."

## Email

Write to **support@heropost.ai** from the email address on your Heropost account, so we can find your account straight away. Email is the way to reach us when you can't sign in.

## Ideas and Bugs

Send a bug report or an idea straight to the Heropost team, with screenshots or a short video.

1. In the left menu, click **Ideas and Bugs** at the bottom. On a phone, open the menu at the top of the screen first.
2. Choose **Report a bug** or **Suggest an idea**.
3. For a bug, choose **How bad is it?**: **Critical — can't work**, **Annoying** or **Minor**.
4. Write one line (what happened, or your idea), and add details in the larger box if you can: the steps, what you expected, what you got.
5. Press **Attach screenshot or video** to add up to 3 files.
6. Press **Send report** (or **Send idea**).

[Screenshot: The Ideas and Bugs page with Report a bug selected]

- Attachments: images (jpg, png, gif, webp) up to 10 MB, videos (mp4, mov, webm) up to 100 MB, 3 files at most.
- Your account, workspace and browser details go with the report automatically, so you don't need to explain who you are.
- When it's sent you'll see "Bug report sent — thank you!" (or "Idea sent — thank you!"). "It's with the team now. We may email you back if we need more details."
- Reports are one way: there's no list of past reports to follow. If you need an answer, use the chat or email.

| Message | What to do |
|---|---|
| "Attachments must be images (jpg, png, gif, webp) or videos (mp4, mov, webm)." | Attach a supported file type. |
| "Videos must be smaller than 100 MB." or "Images must be smaller than 10 MB." | Use a smaller file. |
| "One attachment failed to upload. Remove it and try again." | Remove the file and add it again. |
| "Something went wrong sending your report. Please try again." | Try again. |
| "An unexpected error occurred while processing your request." | You may have sent the same report already today, or more than 10 in an hour. Wait, or email us instead. |

## What to include so we can help fast

- **The exact message**, copied from the screen or from **Content → Posting Errors**.
- **Which post, account and network,** and the workspace.
- **When it happened,** with your time zone.
- **A screenshot** of the screen, and the browser you use.
- **For an AI tool that won't connect** (ChatGPT, Claude, Cursor and others): a screenshot of the exact screen in that tool, and the error text it shows.

Many answers are already in the docs: paste the message you see into the docs search, or browse [Every error message, explained](/docs/troubleshooting/error-index/).

## Questions

**Can I call you?**

No. Support is by chat and email.


**Where do the team's answers to my chat question arrive?**

By email, at the address on your Heropost account. They don't appear in the chat panel.


**How do I report someone misusing my likeness in Hero_Photo?**

Email support@heropost.ai with "Likeness report" in the subject line.