Select Support at the bottom of the left sidebar. Ocoya offers three ways to get help.
The Support dialog, reached from the bottom of the left sidebar.
| Live chat support | Opens the chat widget. Best for something blocking you now |
| Email support | Copies the support address so you can write from your own mail |
| Help center | These articles |
Which to use
Live chat for anything urgent or interactive — a post that won’t publish, a channel that won’t connect, a charge you don’t recognise.
Email when you need to attach something, when the answer isn’t urgent, or when you want a written trail — a billing query, or a request to delete your account.
What to include
The same details answer most questions in one round trip instead of three:
- The exact error text, copied rather than described. Ocoya quotes the network’s own message, and that message is usually the answer.
- Which channel and which brand. Most problems are specific to one of each.
- When it happened, or the post’s scheduled time.
- What you expected versus what happened.
For a post that didn’t go out, the three that matter most are the error message, the channel, and the scheduled time.
Worth checking first
A few problems have the same answer nearly every time:
- A post didn’t publish → the channel usually needs reconnecting
- AI output sounds generic → the brand description
- A channel disappeared → you’re in a different brand
- You can’t edit a post → it’s locked