Support Channels
Aura Chat
Your first line of support. Available 24/7 inside your dashboard. Ask questions in natural language and get instant guidance grounded in your account data.
Documentation
Comprehensive guides organized by topic. You are reading it now. Search the sidebar or use Cmd + F to find what you need.
Email Support
For issues that Aura Chat and documentation cannot solve. Response times vary by plan level.
Premium Support
Available on the Pro plan. Faster response times and priority bug fixes.
Personal Consultant
Available on Enterprise plans. 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: Aura Chat
How to use Aura Chat
1
Open Chat
Go to Chat in the sidebar (
/chat) or click the chat icon in the app header.2
Ask your question
Type your question in natural language.
3
Get guidance
Aura Chat responds with guidance, data from your account, and links to relevant documentation.
What Aura Chat can help with
- “How do I set up a presave campaign?” for step-by-step guidance.
- “Why are my Instagram DMs not sending?” for troubleshooting suggestions.
- “What is the difference between a blast and a flow?” for feature explanations.
- “How many fans do I have in Nashville?” for live data from your fan database.
- “How do I invite a team member?” for workflow walkthroughs.
Aura Chat has full read access to your fan data, releases, campaigns, and flows within your workspace. It can take many actions on your behalf (create assets, query fans, build tours). For billing disputes, account access issues, or bugs that require engineering investigation, Aura Chat will recommend contacting the support team.
Documentation
Fanaura’s documentation is organized by topic:This documentation is updated regularly as features ship. If you notice something outdated or incorrect, let us know through any support channel.
Email Support
For issues that Aura Chat and documentation cannot solve, reach out to the Fanaura team directly.What to include in your support email
Response times
These are target response times, not guarantees. Most inquiries are answered faster.
Feature Requests
Have an idea for something Fanaura should do? The team wants to hear it. 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 triggering 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.”
Bug Reports
Found something broken? Report it so the team can fix it quickly. Include:- What happened and what you expected
- Steps to reproduce
- Browser and device (e.g., “Chrome 120 on macOS”)
- Screenshots or screen recordings
Premium Support (Pro)
Included with Artist Pro at no additional cost:- Faster response times
- Priority bug fixes
- Shorter path to the right person on the Fanaura team
Enterprise
Enterprise customers receive a dedicated account manager for relationship management, training, custom integrations, and regular account health reports.Self-Service Resources
1
Search the documentation
Most questions are answered in these docs.
2
Ask Aura Chat
Open
/chat for instant answers grounded in your account.3
Check Activity Logs
Settings → Logs often reveals what went wrong.
4
Review Troubleshooting
See Troubleshooting.
What Happens Next
Quick question?
Ask Aura Chat 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.
Enterprise needs?
Contact sales for a dedicated account manager.