Get in touch
Inside Brand OS, open your profile menu and choose Support. An assistant answers there immediately and can read your own account, so it can tell you what actually happened rather than guessing. Every conversation carries a “Talk to a person” button that works at any point, including before the assistant has said anything.
If you cannot get into the app, email support@aifactory.fyi. Either way a person replies within one business day, and on the same business day if you are on our Agency plan. Anything touching account access, a failed publish, or a live campaign gets looked at the same day whatever your plan.
What to include
- The email address on your account and the brand you were working in.
- What you expected to happen, and what happened instead.
- The page you were on, and roughly when.
- A screenshot, if the problem is visual. Attach it to an email; the in-app conversation takes text for now.
Common requests
- Delete my data. See Data Deletion You can do it yourself in Settings, or email us.
- Disconnect a Facebook Page or Instagram account. Settings → disconnect. This revokes and deletes the access tokens we hold immediately.
- A post published when it shouldn't have. Email us straight away with the brand and the post. Then turn autopilot down in the trust settings.
- Report abuse of the service. See our Acceptable Use Policy.
- Security disclosure. Email us with “Security” in the subject. Please give us a reasonable window to fix an issue before disclosing it publicly.
Before you write in
If a Facebook or Instagram feature has stopped working, check that the connection is still authorised. Meta expires access tokens periodically, and reconnecting the account resolves most publishing and listening failures on its own.
Who we are
Brand OS is built and operated by AI Factory. For privacy questions see our Privacy Policy; for the rules of the road see our Terms of Service.