Support
How to get help from the Sofia team, how long to expect, and what to include in your message to get a quick answer.
Write to us: the team replies within 24 hours on business days. You can also search the help center first, reachable from the user menu.
| Channel | Best for |
|---|---|
| Email, [support@sofia-post.com](mailto:support@sofia-post.com) | Anything about your account, a post, a network or your billing |
| Help center, “Help center” in the user menu | An answer already written, with step-by-step guides |
Check first
Most questions already have a written answer.
- [Troubleshooting](/developers/troubleshooting): failed post, connection errors, rejected media, sign-in problems.
- [Posting rules by network](/developers/platforms): most “the network rejected my post” cases are a network rule.
- [Plans and limits](/developers/plans): one more establishment, campaign, AI quota.
How to ask so you get an answer
Follow this order: goal, environment, changes, results. It is the difference between a question answered in one message and an exchange of clarifications.
Goal
What did you want to do?
- I want to schedule a post on Instagram tomorrow at 6 pm.
- I want to connect the Facebook Page of my second establishment.
- I want to invite my partner as an owner.
Environment
- On the web or in the mobile app? Which browser, which system?
- Which establishment and which network are involved?
Changes
What changed just before it broke? A password change, a reconnection, a plan change. “It was working” is useful; “it was working until I changed my password on Instagram” is much more so.
Results
What happened, and what did you expect? Quote the exact text of the message rather than describing it, and attach a screenshot when the interface is involved.
The reasons for a failed post come from the network and not from Sofia: their exact wording, visible in “See the report”, often helps identify the problem.