Help

Multi Post Social Customer Care: Fix Problems and Reach Support

Updated October 27, 2026 · Multi Post Social guide

How customer care works at Multi Post Social

Support at Multi Post Social is handled by people who use the product every day, by email, in English, with written answers you can keep and forward. There is no phone queue and no chatbot that pretends to be a person. The help center, which is the set of guides on this site, is written first, because most questions are answered faster by a page than by a ticket. When you do write in, the reply comes from a named teammate with the steps to fix the problem, and the ticket stays open until you say it is solved.

Multi Post Social customer care response targets depend on your plan and are listed below. Everyone gets an answer; paid plans get a faster one and, on Agency and Enterprise, a priority queue and a named contact. Security reports and failures that stop publishing for many customers are handled first regardless of plan.

Multi Post Social customer care quick fixes for the six most common problems

1. A channel shows Needs reconnect

Networks issue tokens that expire, and they revoke tokens when you change your password on the network, change a Page role, or clean up connected apps. The channel card turns amber and the queue for that channel pauses. Open Channels, press Reconnect, sign in on the network’s screen and approve the permissions again. Queued posts resume in order; posts whose slot passed while the channel was down are marked Missed and offered a Retry. On Meta channels, also check that your Instagram account is still linked to the same Facebook Page, because unlinking is the most common hidden cause.

2. A post failed

A failed post shows a red badge and a reason. The three usual reasons are an expired token, a rejected file, and a text that broke a rule, such as a link the network blocks or a caption over the limit after a mention expanded. Fix the cause and press Retry. Rejected files usually mean the wrong aspect ratio or a video that is too long or too large; the channels overview lists each network’s limits. If a post fails twice with no clear reason, Multi Post Social customer care asks you to check the status page before writing in.

3. Analytics are missing or late

Networks deliver metrics on their own schedule, from minutes to a day. A post published an hour ago may show impressions but not saves yet. If a whole channel shows nothing for more than 48 hours, reconnect it; analytics permissions are part of the token, and a partial reconnect can leave publishing working while insights stay empty. Historical data appears from the connection date on; metrics from before you connected are only available where the network offers them.

4. You cannot sign in

Use Show password to check the typing, request a one-time code if you are unsure, or reset the password from the link under the form. A new-device code goes to your email on the first sign-in from a new browser. Five wrong attempts lock the form for fifteen minutes. The login guide has a table of every message and its fix, including lost two-factor devices.

5. A billing question

Settings, Billing shows your plan, the number of channels you pay for, the next charge and every invoice as a PDF. Invoices carry your company name and tax number if you add them in Billing details. Downgrades take effect at the end of the paid period; upgrades take effect at once with a prorated charge. The pricing page answers refunds, taxes and nonprofit discounts; anything else goes to support with the invoice number.

6. Exporting or deleting your data

Settings, Data, Export creates one file with your posts, ideas, inbox items, members and settings; media files are listed with their links. Delete account on the same page disconnects every channel immediately and removes the data within 30 days. Both actions are yours to take without contacting anyone; Multi Post Social customer care can confirm a deletion in writing if you need the confirmation for your records.

Problem to fix table

How to reach Multi Post Social customer care

Email support@multipostsocial.com from the address on your account, or use the Help button inside the app, which attaches your workspace id and plan automatically. The contact page lists the separate addresses for sales, press and security reports. Support hours are Monday to Friday, 08:00 to 20:00 UTC, with a weekend rota for failures that stop publishing. Replies arrive within the target for your plan and often sooner.

We do not offer phone support, because written answers are easier to follow while you click through settings and easier to share with a teammate. Enterprise customers get a shared channel in their messaging tool and a named success manager who can schedule a call.

What to include in a ticket

One good message to Multi Post Social customer care saves two rounds of questions. Include the items below and most tickets are closed in the first reply.

• The account email and, if you have several, the workspace name.
• What you expected and what happened, in two sentences.
• Where it happened: browser, mobile app or web app, and the device.
• The exact message shown on screen, copied or as a screenshot. Crop out anything private.
• A link to the post from the queue or calendar, or the channel handle for connection problems.
• When it started and whether it happens every time.
• What you already tried, so we do not suggest it again.

Never include your password, a two-factor code, a backup code or a network password. Support will never ask for them. If someone claiming to be support does, stop and read the security guide.

Multi Post Social customer care levels per plan

Targets are for the first human reply, not for the fix; some problems depend on a network fixing something on its side. Security reports and outages that stop publishing for many customers jump the queue for every plan.

The status page

The status page shows the current state of publishing, inbox sync, analytics collection, the API and each network connection, with incident history. Check it first when several posts fail at once or when the inbox stops updating; if a network has an outage, our page says so and reconnecting your channel will not help. Subscribe to status updates by email or RSS from the page. Scheduled maintenance is announced there at least 48 hours ahead and happens in low-traffic windows.

Step by step: from problem to solved

1. Read the message on screen. Failed posts and channel cards state the reason; the table above maps each to a fix.
2. Check the status page. If a network or our service has an incident, wait for the all-clear before changing anything.
3. Try the first fix. Reconnect, Retry, reset, refresh. Most problems end here.
4. Search the help center. The module guides, from the scheduler to the inbox, explain the exact behavior of each button, and the FAQ answers the most asked questions.
5. Write to support with the items listed above, from your account email or the in-app Help button.
6. Reply to the ticket rather than opening a new one, so the history stays in one place.
7. Tell us when it is solved. The ticket closes and, if the cause was a gap in a guide, the guide gets fixed too.

Account recovery in detail

Losing access is the most stressful ticket Multi Post Social customer care handles, so the steps are written out here. If you forgot the password, use the reset link under the login form; it reaches your account email within a minute and works for one hour. If you lost your two-factor device, use a backup code. If you have neither, write to support from the account email with the subject Account recovery. We reply with a short set of questions only the account holder can answer, such as the names of connected channels and the approximate date you registered, and we wait 24 hours before resetting two-factor so that the real owner has time to object if the request was not theirs.

If you no longer control the account email, for example a former employee’s address, recovery goes through the workspace owner or an admin, who can change the email on a member’s profile or simply invite you fresh. If the owner has left and nobody has admin rights, support can transfer ownership to a verified representative of the paying company, using the billing details on the invoices as proof. Expect this to take a few business days; it protects every customer from the same request made by someone else.

A compromised account, meaning someone else posted or changed settings, is handled as a security incident. Write to the security address in the security guide, and we end all sessions, reset the password, pause the queue and send you the activity log for the period in question. Networks also let you remove a connected app from their side; doing so immediately stops any posting until you reconnect.

Self-help resources

Most Multi Post Social customer care answers already exist on this site. The module guides explain each screen from top to bottom: the scheduler for queue and calendar behavior, the inbox for replies and labels, the analytics guide for what each number means, and the collaboration guide for roles and approvals. Each channel page lists that network’s formats, limits and quirks, which solves most failed-media questions without a ticket.

The FAQ collects the questions asked most across all plans. The glossary defines terms you may meet in an error message or a report. The changelog tells you what changed recently, which is often the answer to why a screen looks different. And the roadmap shows what is planned, so you can vote for a feature instead of asking whether it exists. When a ticket reveals a gap in any of these pages, we fix the page as well as the ticket.

What support can and cannot do

Multi Post Social customer care can explain any screen, fix anything on our side, reissue invoices, help you recover an account through verified steps, and escalate bugs to the engineers with your details attached. Support can also tell you plainly when something is not possible yet and point you to the roadmap to vote for it.

Support cannot change what a network allows: we cannot publish a format a network reserves for its own app, lift a network’s posting cap, or recover a post the network removed. Support cannot see your network passwords and cannot sign in to your social accounts for you. And support cannot bypass identity checks to restore access faster; the waiting period on two-factor resets protects you on the day someone else asks.