Help
Contact support
How to reach the Svay team, and what to include so we can help on the first reply.
Email 1@svay.ai. A person on the Svay team reads every message.
What to include
Section titled “What to include”The fastest replies come from messages that answer these up front:
| Include | Why it helps |
|---|---|
| Your workspace name | Most problems are specific to one workspace’s setup, connections or credits. |
| The page you were on | Copy the address from your browser, or name the page, for example Creative Space → Video. |
| What you expected, and what happened | One sentence each is enough. |
| The exact error message | Copy it rather than paraphrasing. If the message shows a short reference code, include it: it lets us find the exact failure in our logs. |
| For a video, the run | Open it in Runs and copy the address. The run’s Activity tab is the most useful thing for us to look at. |
Before you write
Section titled “Before you write”A few things are quicker to check yourself:
- Is your role high enough? Viewers cannot create, approve or publish. See Team and roles.
- Is the account still connected? Social accounts expire periodically. Check Integrations.
- Is the run waiting for you? A run marked Waiting needs your approval to continue. See Runs.
The Troubleshooting page covers the most common problems.
Booking a call
Section titled “Booking a call”For onboarding help, a walkthrough for your team, or to talk about pricing for your volume, book a strategy call.