Support
Need a hand?
Email us and we'll answer. Send the diagnostics with your message and it's usually sorted on the first reply.
Email
For anything: a bug, a billing question or an idea.
support@viralfeed.cloudYour account
Your key, your credits, your history and your invoices. Cancelling happens there too.
Open my account ↗
Before you write: copy the diagnostics
- Open ViralFeed from your browser toolbar.
- Go to Settings and scroll down to «Help».
- Press «Copy diagnostics» and paste it into your message.
It carries your version, your language, your browser, whether a key is set, how many credits you have left and the last few errors. It does not carry your accounts, your posts or your key, and nothing is sent anywhere on its own: it goes to your clipboard and you paste it where you want.
What you ask us most
I paid and I'm still on the free plan
The key isn't pasted yet. Open ViralFeed → Settings, paste it into the «Your key» box and press «Check the key». This month's remaining credits should appear underneath: if they do, you're on Pro. If you can't find the key, sign in to your account with the email you paid with and it's there.
«You've used up this month's credits»
The 500 monthly credits went on downloads, scripts and exports. They come back on the 1st. Meanwhile sorting, YouTube scripts and exporting up to 25 posts keep working: none of those spend credits.
It charged 3 credits and I only clicked once
It's charged per file, not per click. A three-image carousel is three files and therefore three credits. The download notice tells you how many it was.
A download was interrupted and I still got charged
It shouldn't be: when the browser reports it was cut off, or that it didn't accept it, the credit comes back on its own and a «+1 refunded» row appears in your History. If it doesn't, send us the diagnostics and we'll refund it by hand.
«This costs … and your balance is …»
You have credits left, but not enough for what you asked, so nothing was done and nothing was charged. Ask for something smaller — fewer files, a shorter video — or wait for the 1st, when they come back.
The bar doesn't show up on this page
ViralFeed only sorts on profiles, mostly. It doesn't sort in the feed, on company pages or inside an open post. The Sort tab tells you what works on each network. (On Instagram and TikTok Explore you do get each post's card with its three buttons, without sorting.)
It stopped working overnight
That's usually the network changing something under the hood. Send us the diagnostics and say which network and which page you were on: that's normally enough to find it fast.