Support

01What to include

The more of this you send, the faster we can answer without a second round of questions.

• Your workspace name and the email address of your Velivoa account.
• What you were trying to do, and what happened instead.
• The platform involved (Facebook, Instagram, LinkedIn, X, TikTok or YouTube).
• Any error message, including the Reference code Velivoa shows under errors. A screenshot helps.

02A social account won't connect

Open Social Accounts and select Reconnect next to the account, then approve every permission the platform asks for. Access can expire when you change your password, remove Velivoa in the platform's settings, or the platform asks for a new approval.

For Facebook and Instagram, make sure you're an admin of the Page and that Instagram is a Business or Creator account linked to that Page. If the account says Needs reconnect, the token has stopped working and publishing stays paused until you approve it again.

03YouTube

Connect your channel from Social Accounts → YouTube and sign in with the Google account that owns or manages the channel. Then use Manage channel to see your videos, upload, edit or delete them. YouTube can take a few minutes to finish processing a new upload before it looks ready.

To remove Velivoa's access, disconnect the channel in Velivoa or visit myaccount.google.com/permissions. Signing in with Google and connecting a channel are separate steps. How we use that data is in the Privacy Policy.

04A post failed to publish

Open the post to see what the platform said and the suggested fix, for example shorten the text, change the media, or reconnect the account, then select Retry. Temporary platform errors are retried automatically.

A post that already went out lives on that network. Deleting it in Velivoa does not remove the copy on Facebook, Instagram, LinkedIn, X, TikTok or YouTube. Delete that copy on the network itself.

05Billing and payments

Plans, invoices and your wallet are under Billing. Card payments run through Paystack, so we never see your full card number. If you were charged but your plan didn't update, email us with the payment date, the amount, and the last four digits of the card.

Cancelling auto-renewal keeps the plan active until the end of the period you already paid for. The details are in the Terms of Service.

06Deleting your account or data

You can disconnect a social account yourself, instantly, from Social Accounts. To delete the whole Velivoa account, or only the Google and YouTube data we hold, use the data deletion page. We finish those requests within 30 days.