How to get there
- Tap your avatar to open its menu. On the computer it is at the bottom, in the side menu; on mobile, at the top, in the header.
- Tap Help and support.
The Help and support screen opens, with the title «Is something not working?». It is the same on the web version and in the iOS and Android apps, and it is available for any account, whatever plan it has.
Write to us by WhatsApp or by email
The screen has two buttons:
- WhatsApp. It opens a chat with the ōrbita team. Tell us what happened in your own words.
- The button with our email address, orbita@orbitasolutions.org. It opens your email app with a message already prepared, with the subject «Bug report in ōrbita».
Choose whichever is more comfortable for you. If it is an error, email has an advantage: it already carries your account’s details.
What details the email carries
The message starts with «Tell us what went wrong:» and leaves room for you to write it. Below, ōrbita adds four details so that we can find your account without having to ask you for them:
- Your ōrbita email.
- Your user identifier.
- The companies you own, with their name and identifier.
- The version of the app you are using.
The email itself says so: «Please keep the lines below: they help us find your account.» Nothing else is attached: no screenshots, no logs, no content of your companies.
The WhatsApp message does not carry those details. If you write to us there, tell us which email you sign in to ōrbita with and in which company it happened.
What to tell us so we can solve it sooner
- What you were doing and what you expected to happen.
- The error message exactly as it appears, if there is one.
- In which company, and in which post or social network if it has to do with one.
- Whether it happens on the web version or in the mobile app.
- A screenshot, if you can.
Where to find answers
- This help center, at orbitasolutions.org/en/help/, has a guide for each part of ōrbita.
- The frequently asked questions gather the most common doubts.
- Inside the app, Company settings > Connections links to the guide on Instagram and Facebook page and My account > My agents, to the one on Connect your agent, right where they are needed.
Two things worth knowing:
- The Help entry in the side menu and the Help center row in My account > Legal open this help center.
- In each company’s menu, Brand > Customer questions is not ōrbita’s help: they are the questions customers ask that company, which ōrbita uses as content ideas.
Other places you can write to us from
- During a company’s sign-up, if preparing the strategy or the proposals takes longer than usual or fails, the chat itself offers you to write to us by email or by WhatsApp.
- On the company’s Home, the notice «We could not generate your plan» includes our email address.
- For everything that is not an error (questions about your account, suggestions, billing), write to orbita@orbitasolutions.org.