Support

A person on the Reelspan team reads every message. Before you write, two quick checks often answer the question:

• Is something down? The site, the dashboard and the API are checked every minute at status.reelspan.com.
• Is it a known error? Look the error_code up in Errors or Troubleshooting.

Email

Write to [email protected]. We reply within one business day, usually sooner. The Agency and Scale plans include priority support. You can also use the form at reelspan.com/contact.

What to include

The fastest fixes start with:

• The request_id of the post (and the job_id if it was scheduled). It is in every post response, in Post status, in history and in webhooks, and it lets us find exactly what happened on each network.
• The network that failed and its error_code and error from the result.
• What you sent: the endpoint, the fields (without the file), and the time with its timezone.
• What you got back: the HTTP status and the response body.
• The profile's username, if the problem is with one profile or account.
• The SDK and version, if you use one.

Never send your API key, a webhook signing secret, or a network password. We don't need them to investigate. If a key was exposed, revoke it in the dashboard under API keys and create a new one.

Security problems

If you found a vulnerability, please don't post it publicly. Email [email protected] with "Security report" in the subject, and read the vulnerability disclosure policy for what is in scope, the rules for testing (use a test key, rs_test_…, so nothing is posted) and safe harbour. We reply within two working days.

Feature requests

Missing a network, a field or an endpoint? Email support with what you are trying to do. New features are announced in the changelog.