Contacting support

First, the quick answers

• Help for this page: the "?" button in the app opens the manual article for the screen you are on.
• The help assistant, Maroja, answers from this manual in the corner of the help centre and inside that help panel (Ask the assistant about this page). Ask in the language you read the site in (English, Arabic, French, Spanish, Portuguese, German, Turkish, Indonesian, Hindi or Urdu): it looks for the article in that language's edition of the manual and answers in it. A question about prices, what a plan includes, the currency you pay in or the free trial ("How much is Pro?", "Is it free?", "What does Starter include?") is answered with the Plans and pricing page of that language (/pricing) first, then the Plan & usage article. On the public site, once it has answered, Want us to follow up? opens under the chat (on a phone it is one row: Yes, please opens the form and No thanks closes it). Fill in Your name and Work email (Phone (optional) and Company (optional) if you like) and click Send my details (while it says Sending…, the ✕ is greyed out and Escape does not close the panel, so you see the outcome): "Thank you. We have your details and will be in touch shortly." shows under that chat, and the cursor goes back to Ask a question…. A phone number needs 7 to 15 digits (a leading +, spaces, dashes, dots and brackets are fine); anything else shows "Enter a phone number with 7 to 15 digits, like +44 20 7946 0000, or leave it empty." under Phone (optional), and nothing is sent until you correct or clear it. The form does not open on its own again after you have sent it or clicked No thanks; Ask a person under the box opens it whenever you want. Start a new chat clears the conversation and that thank-you line. When a question cannot be answered, it goes back into Ask a question… and a line under the chat says why: "You've asked a lot of questions in a minute. Please wait a little: the Send button works again on its own shortly." (the assistant takes up to 10 questions a minute; the Send arrow stays greyed out until it takes questions again, then the line goes away), "The answer is taking too long. Your question is back in the box: send it again, or try a shorter question." (no answer within 45 seconds), "You seem to be offline. Check your connection, then send your question again." or, for anything else, "Something went wrong. Please try again." The assistant also answers only a limited number of questions per hour and per day (more when you ask from inside the app, signed in, than on the public site). Past that limit its reply starts with "I have answered a lot of questions for now, so I can't write a new answer at the moment. Please try again later." and then lists the closest articles in the manual: open one of them, or ask again later.
• Every article in the help centre has its own address you can share or send to support: /help/ followed by the article id, for example /help/trouble-support (Arabic: /ar/help/trouble-support). The help centre's front page, /help, lists every section and article. To find one, type in Filter articles (above the contents list): only the articles that contain every word you typed stay, in their title, their summary or their text (so you can type an error message exactly as you see it), in any order. When no article has every word ("olvidé mi contraseña": no article says "olvidé"), the articles with the most of your words stay instead, and the line under the box says "No article has every word. Closest matches: [number]". A channel's name typed in Urdu or Hindi letters (for example انسٹاگرام or यूट्यूब) finds its article as the name in Latin letters does, here and with the assistant. A short word in Latin letters (three letters or fewer) matches only from the start of a word ("vat" does not find "private"), a single letter such as "x" only as a whole word, and a longer word or a word in Arabic letters also inside a word ("password reset" finds "Logging in and resetting your password", "connect" finds "Reconnect"); small words such as "how", "do", "the" and "a" are left out unless you typed nothing else. Accents and capital letters do not matter, and in Arabic أ, إ and آ match ا, ة matches ه, ى matches ي, and diacritics and the tatweel are ignored. Matching articles: followed by their number shows under the box, Best matches under it lists up to five articles with every word in their title or summary (title matches first; click one to open it), the contents list keeps only the sections with matches, and the video playlists are hidden until you clear the box. When no article matches, "No article matches. Try another word, or ask the assistant." shows with the button Ask the assistant about “[your words]”, which opens the assistant with your words in its box (the button also shows under "Closest matches"). On an article's own page the contents list is beside the article; on a phone it is folded under the Contents button above the article, which opens it with its own Filter articles box. That box searches the titles, the section names and the articles' text the same way; when nothing matches it shows Ask the assistant about “[your words]” and Search the whole help centre for “[your words]”, which opens /help with your words already in Filter articles. What you type in Filter articles on /help is kept in the page's address (for example /help?q=password), so going Back from an article, or reloading, brings your search and its results back. Changing the language at the top of an article opens the same article in that language.
• Video tutorials: the front page, /help, starts with Video tutorials, our YouTube playlists in the order of the app, each with its number of videos (Videos: followed by the number). The playlist names are in the language you read the page in; the videos themselves are in English, which the line above the list says (Video in English). Click a playlist to open it on YouTube in a new tab. An article that has a video shows it at the top, on its own page and in the "?" panel: click the play button on the picture to watch it there, or Watch on YouTube. The videos are in English; in other languages the card says Video in English. When the assistant's answer comes from an article with a video, it ends with Watch the video: and the link.
• The status page lists any incident we are already working on. Click an incident to open its page with every update we posted, newest first; when we correct the wording of an update after posting it, the update says Edited with the time (you are not emailed again for a correction). To be told by email when something happens, click Subscribe to updates, type your address in Email and click Send confirmation, then open the email we send ("Check your inbox and confirm the subscription."). Click Confirm subscription in it: a page opens asking "Confirm status updates for (your address)?"; click Confirm subscription there too, and the status page says you are subscribed (opening the email's link alone changes nothing). Every status email ends with Turn off this kind of email: it opens "Stop status update emails from OmniBrand?"; click Unsubscribe and the status page says "You are unsubscribed." (your address is deleted). If it was already removed, it says "You are not subscribed to status updates." instead. Both pages, and the status page after them, are in Arabic when you subscribed from the Arabic page. An incomplete address shows "Enter a full email address, like name@company.com." under the box instead; correct it and send again. "That did not work. Try again in a minute." means the request itself failed. To subscribe another address, change the address and click Send confirmation again. Each part of the service shows its state there: Publishing reads Degraded when several scheduled posts are going out more than 10 minutes late. They stay in the queue and go out as soon as the delay clears, so you do not need to schedule them again; a post more than 6 hours late is not published, and you are told.
• Maintenance notices: when we plan maintenance, or something needs fixing on our side, a banner shows at the top of every page of the app and on the status page. Planned maintenance gives the start and end on your own clock ("From (start) to (end)." or "Starts (start)."); Maintenance under way says when it is expected to end ("Expected to end (end)."), or "Since (start). We will remove this notice when it is over." when we do not know yet. The text is ours, in Arabic when you use the app in Arabic and we wrote one, otherwise in English. A blue (information) banner can be closed with Hide for this browser; an amber or red one stays until the work is over. See the status page opens /status for the details. You do not need to do anything unless the banner says so; posts held during an outage go out by themselves.

When to write to support

• Something in this manual does not match what you see, or a fix here did not work.
• An account error says the problem is on OmniBrand's side (for example "the OmniBrand app registration was refused").
• You want an inbox bot set up or changed (bots for bookings, orders, after-hours and so on are built by OmniBrand's team, not in the app).
• You need a full export of a workspace, or to withdraw an account deletion when Cancel deletion is not showing.
• Billing questions that Billing does not answer.

How to write

Email support@omnibrand.app (also shown at the bottom of every public page) from the address you sign in with, and include:

1. The account and workspace name.
2. The page address, or the account concerned.
3. What you did, what you expected and what happened instead, with the exact message on screen.
4. The time it happened and your browser.

Related

• A page looks broken or will not load