How to get help

Stuck? There are three ways to get help, from fastest to most hands-on.

1. Ask the help assistant

When you're signed in, the Help button at the bottom right of every app page opens the help assistant. It answers from these help articles and can see your own recent videos, their processing status, your recent posts and connected accounts, so it can tell you what a message on one of your videos means. It links the articles it used. It only answers questions about Reeltopus, and when something needs a person it points you to the contact form. If its answer doesn't solve the problem, use the contact form or email below.

2. Use the contact form

The contact form at /help/contact is the best way to reach us when something's wrong with your account or a video. Sign in first: the form sends your message along with your workspace name, plan and role, your latest videos and their processing status, your latest posts and your connected accounts. That way you don't have to describe what we can already see, and we can start looking right away. You get an email copy of your message, and our reply comes to your email address.

3. Email us

Write to support@reeltopus.com. Send it from the email address on your Reeltopus account so we can find your workspace.

When you'll hear back

We reply within one business day (Monday to Friday).

What to include

The more specific you are, the faster we can fix it.

• A link to the project or clip. Copy it from your browser's address bar while you have it open.
• What you expected to happen, and what happened instead.
• The exact error message, if you saw one. A screenshot helps.
• When it happened, roughly, and whether it happens every time.
• For posting problems: which platform and which connected account.
• For API problems: the X-Request-Id from the response, and the endpoint you called.

Please don't send passwords, API keys or card details.

Before you write: quick checks

Some problems have a quick fix you can do yourself:

• A video failed to process. The hours it used are returned automatically, and running it again is free. See Upload or processing failed.
• A post failed or an account says "needs reconnecting". Reconnect it on Connections. See Connect your social accounts.
• An export failed. Press the export button again. See Export clips.
• You can't see a page or button. Your role may not allow it. See Teams and roles.

Other addresses

• Refunds: see Refunds and cancellation for how to ask.
• Privacy and data requests: privacy@reeltopus.com. See Privacy and your data.
• Security vulnerabilities: security@reeltopus.com. See Security and single sign-on.