Get help with Elurvo

Contact us

Email is the best way to reach us. Plain words are fine: you do not need any technical detail beyond what you saw on screen.

support@elurvo.com

To help us sort it out quickly, include:

• the email address you sign in with;
• the brand and social account involved (for example, the YouTube channel name);
• what you were doing, what you expected and what happened instead;
• the exact error message, or a screenshot of it;
• roughly when it happened, and your timezone.

Never send us your password, a sign-in code or a social account password. We will never ask for them.

A post failed to publish

If a network has a temporary problem, Elurvo tries again automatically a few times before it stops. When a post does fail, workspace owners and admins get a notification in the app, and the post appears under Needs attention on Home and in the Queue with the reason.

• Retry sends the post again within about a minute. Use it once the cause is fixed, for example after reconnecting the account.
• Edit opens the post so you can change the caption, media or settings, then schedule it again.
• Messages that mention reconnecting, expired access or missing permissions mean the account needs to be connected again. See Social accounts below.
• TikTok limits how often apps can post. If the message says to retry in an hour, wait an hour first. If it says direct posting is blocked, switch the post to TikTok's Inbox (drafts) option and retry.
• A post marked live with a warning was published, but an optional extra step did not finish. The details are in Settings, under Activity.

If a post keeps failing with the same message, email us with the message and the post's scheduled time.

Signing in and your password

• Forgot your password? Request a reset link. The link in the email opens a page where you choose a new password. If the link has expired, request another.
• Signed up with Google? Use Continue with Google on the sign-in page; there is no separate Elurvo password to reset.
• Waiting for a confirmation email? Try signing in: if the address still needs confirming, Elurvo offers to send the link again. Check your spam folder too.
• Seeing "You're on the list"? Elurvo is in early access and lets people in a few at a time. We email you when your account is ready.
• Lost access to the email address on your account? Email us from another address and we'll help.

Social account connection problems

Open Social accounts in the app. Each account shows its status: Connected, Expiring in a few days, Needs attention, Needs reconnecting or Disconnected. Choose Reconnect and sign in to the network again to renew access.

• Approve every permission the network asks for. Posting needs them, and a skipped one shows as missing.
• If nothing happens when you connect, your browser may have blocked the sign-in window. Allow pop-ups for Elurvo and try again.
• Instagram needs a professional (Business or Creator) account linked to a Facebook Page you manage. Facebook needs access to at least one Page.
• Make sure you are signed in to the right account on the network itself before you connect, especially if you manage more than one.

Billing and cancelling

Workspace owners and admins manage billing in Settings, under Billing. Once a workspace has a paid plan, Manage subscription opens the secure billing portal for plan and payment details. See Pricing for current plans.

If you cannot change or cancel what you need there, email us and we will sort it out.

Your data and deleting it

Disconnecting an account in Social accounts deletes its access tokens straight away. You can delete your account or workspace in Settings, under Team and roles. The data deletion instructions cover every option, and the Privacy Policy explains what we keep and why.