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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.

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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.

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In-App Help: Fanaura AI (Aura)

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How to Use Aura

1

Open Chat

Look for the AI assistant icon in your Fanaura interface and click to open the chat.
2

Ask Your Question

Type your question in natural language.
3

Get Guidance

Aura responds with guidance, instructions, and links to relevant documentation.

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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.
Start with Aura for quick answers. It is available 24/7 and can resolve most common questions instantly.

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Documentation

Fanaura’s documentation is comprehensive and organized by topic:
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.

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Email Support

For issues that Aura and documentation cannot solve, reach out to the Fanaura team directly.

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What to Include in Your Support Email

For the fastest resolution, always include these details:
  1. What you were trying to do: “I was trying to send an SMS campaign to 5,000 fans.”
  2. What happened instead: “The campaign shows as ‘queued’ but no messages are being sent.”
  3. Error messages: Include any error text you see on screen.
  4. Steps to reproduce: If the issue is repeatable, list the steps.
  5. Screenshots: A picture is worth a thousand words.
  6. Your account email or artist name: So the team can look up your account.

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Response Times

These are target response times, not guarantees. Most inquiries are answered faster, especially for straightforward questions.

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Feature Requests

Have an idea for something Fanaura should do? The team wants to hear it.

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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.”
The more specific and well-reasoned your request, the more useful it is to the product team. “Add Discord integration” is good. “Add Discord integration so I can trigger flows when fans react to specific messages, which would let me identify my most engaged community members” is great.

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What Happens to Feature Requests

  1. Every request is logged and reviewed by the product team.
  2. Requests that align with the product roadmap are prioritized.
  3. Popular requests (submitted by multiple users) get higher priority.
  4. When a requested feature ships, the team may notify you.

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Bug Reports

Found something broken? Report it so the team can fix it quickly.

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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.

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Bug Priority Levels

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.

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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.

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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.

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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.

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Self-Service Resources

Before contacting support, try these self-service options:
1

Search the Documentation

Most questions are answered in these docs.
2

Ask Aura

The AI assistant handles common questions instantly.
3

Check Activity Logs

Settings > Logs often reveals what went wrong.
4

Review Troubleshooting

Common issues and solutions are documented in Troubleshooting.
5

Test in a New Browser

Sometimes clearing cache or switching browsers resolves interface issues.

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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.
The Fanaura team is here to help you succeed. Your fan engagement journey is a partnership, and we are committed to supporting you every step of the way.