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 |
| 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#
- Click the round chat bubble at the bottom right of any page in Heropost.
- The Heropost Support panel opens: "AI answers fast — the team can also help".
- 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.
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.
- In the left menu, click Ideas and Bugs at the bottom. On a phone, open the menu at the top of the screen first.
- Choose Report a bug or Suggest an idea.
- For a bug, choose How bad is it?: Critical — can't work, Annoying or Minor.
- 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.
- Press Attach screenshot or video to add up to 3 files.
- Press Send report (or Send idea).
- 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.
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.