Whether you have a quick question, need help setting up a complex flow, or want to report a bug, Fanaura has multiple support channels to get you the help you need. This page explains every way you can get assistance and what to expect from each.Documentation Index
Fetch the complete documentation index at: https://help.fanaura.com/llms.txt
Use this file to discover all available pages before exploring further.
Support Channels
Fanaura AI (Aura)
Your first line of support. Available 24/7 inside your Fanaura dashboard. Ask questions in natural language and get instant guidance.
Documentation
Comprehensive guides organized by topic. You are reading it right now. Search the sidebar or use Cmd + F to find what you need.
Email Support
For issues that Aura and documentation cannot solve. Response times vary by plan level.
Premium Support
Available on Pro plan and above. Faster response times and priority bug fixes.
Personal Consultant
Available on Complete plan. A dedicated Fanaura team member who knows your account.
Dedicated Account Manager
Available for Enterprise customers. Your single point of contact for everything Fanaura.
In-App Help: Fanaura AI (Aura)
How to Use Aura
What Aura Can Help With
- “How do I set up a presave campaign?” — Step-by-step guidance.
- “Why are my Instagram DMs not sending?” — Troubleshooting suggestions.
- “What is the difference between a blast and a flow?” — Feature explanations.
- “How do I invite a team member?” — Workflow walkthroughs.
- “What does the Engagement Score mean?” — Concept definitions.
Aura cannot make changes to your account on your behalf, and does not have access to your fan data or campaign results. For complex issues that require account investigation, Aura will recommend contacting the support team.
Documentation
Fanaura’s documentation is comprehensive and organized by topic:| Section | What It Covers |
|---|---|
| Getting Started | Account setup, first steps, quickstart guides |
| Dashboard | Overview metrics, navigation |
| Assets | Music, tours, merch, extras — creating and managing content |
| Launches | Campaign containers, cycle stages, launch workflows |
| Smart Links | Data-collecting landing pages, customization |
| Fans | Fan database, profiles, conversations, lists, heatmaps |
| Flow Builder | Automated workflows, triggers, actions, conditions, delays |
| Blasts | One-time email and SMS broadcasts |
| AI | Fanaura’s AI features, intent detection, suggestions |
| Integrations | Shopify, Instagram, SMS, Spotify, Apple Music, and more |
| Settings | Profile, team, billing, notifications, security, logs, rewards |
| Pricing | Plans, features, usage, overages |
| Reference | Glossary, shortcuts, platforms, privacy, troubleshooting, support |
This documentation is updated regularly as new features are added and existing features are improved. If you notice something outdated or incorrect, let us know through any support channel.
Email Support
For issues that Aura and documentation cannot solve, reach out to the Fanaura team directly.What to Include in Your Support Email
Response Times
| Plan | Expected Response Time |
|---|---|
| Basic (Standard Support) | Within 48 hours on business days |
| Pro (Premium Support) | Within 24 hours on business days |
| Complete (Personal Consultant) | Within 4 hours on business days |
| Enterprise (Dedicated AM) | Within 2 hours, including weekends |
These are target response times, not guarantees. Most inquiries are answered faster, especially for straightforward questions.
Feature Requests
Have an idea for something Fanaura should do? The team wants to hear it.How to Submit a Feature Request
Send your idea through email support or in-app feedback. Describe:- What you want: “I would love a Discord integration for fan community management.”
- Why it matters: “My most engaged fans are in my Discord server, and being able to trigger flows from Discord events would let me reward them.”
- How you imagine it working: “Similar to the Instagram integration, but for Discord messages and reactions.”
What Happens to Feature Requests
- Every request is logged and reviewed by the product team.
- Requests that align with the product roadmap are prioritized.
- Popular requests (submitted by multiple users) get higher priority.
- When a requested feature ships, the team may notify you.
Bug Reports
Found something broken? Report it so the team can fix it quickly.How to Report a Bug
Send a bug report through email support. Include:- What happened: Describe the unexpected behavior.
- What you expected: Describe what should have happened.
- Steps to reproduce: List exactly what you did to encounter the bug.
- Your browser and device: “Chrome 120 on macOS Sonoma” or “Safari on iPhone 15.”
- Screenshots or screen recordings: Visual evidence helps the engineering team understand the issue quickly.
Bug Priority Levels
| Priority | Description | Example |
|---|---|---|
| Critical | Feature completely broken, data loss risk | Campaigns not sending, fan data disappearing |
| High | Major feature impaired but workaround exists | Flow builder not saving, but editing JSON directly works |
| Medium | Feature partially broken, minor impact | Heatmap loading slowly, formatting issue in emails |
| Low | Cosmetic issue, no functional impact | Typo in UI text, alignment issue on one page |
Critical bugs are investigated immediately. High-priority bugs are typically addressed within 24-48 hours. Medium and low-priority bugs are batched into regular development cycles.
Premium Support
Available on the Pro plan and above, Premium Support offers:- Faster response times: Your inquiries are prioritized.
- Priority bug fixes: Issues affecting your account are escalated.
- Proactive guidance: Occasional tips and best practices based on your usage patterns.
- Direct access: Shorter path to the right person on the Fanaura team.
Premium Support is included with your Pro subscription at no additional cost.
Personal Consultant
Available on the Complete plan, your Personal Consultant is a dedicated Fanaura team member who:- Knows your account: They are familiar with your artist profile, fan base, and goals.
- Provides strategic guidance: Not just technical support, but strategic advice on how to use Fanaura most effectively.
- Helps with complex setups: Building intricate flows, designing multi-asset launches, or configuring advanced targeting.
- Offers regular check-ins: Periodic calls or messages to review your progress and suggest improvements.
- Responds quickly: Target response time of 4 hours on business days.
Your consultant is assigned when you subscribe to Complete. They will reach out to introduce themselves and schedule an initial onboarding session.
Enterprise: Dedicated Account Manager
Enterprise customers receive a Dedicated Account Manager who:- Manages your relationship: Your single point of contact for everything Fanaura.
- Coordinates with engineering: If you need custom integrations or features, your AM works with the engineering team.
- Provides training: Onboards new team members and trains your staff on new features.
- Delivers reports: Regular account health reports, usage analytics, and optimization recommendations.
- Is available broadly: Including weekends for urgent matters, with a target 2-hour response time.
Self-Service Resources
Before contacting support, try these self-service options:Review Troubleshooting
Common issues and solutions are documented in Troubleshooting.
What Happens Next
Whatever you need help with, Fanaura has a path to a solution:Quick Question?
Ask Aura or search the docs.
Technical Issue?
Check Troubleshooting, then contact email support.
Feature Idea?
Submit a feature request with details.
Something Broken?
File a bug report with steps to reproduce.
Strategic Guidance?
Upgrade to Complete for a personal consultant.
Enterprise Needs?
Contact sales for a dedicated account manager.