How can we help?

Use the same sign-in method you used when registering. For an email-and-password account, check that you verified your email and use Reset password if needed. Check spam or junk folders for account emails. If two-factor authentication is enabled, use the current code from your authenticator app. Contact us if you have lost access.

Generation time varies with the request and the services involved. Check the generation status in your workspace before starting another job. If it fails, note the error message and Reel name, check your input media and try again. For repeated failures, email us the approximate time and steps that led to the issue.

Check Connected accounts in Account and review the permissions granted by the platform. A platform marked “Needs setup” is not yet available in this installation. If publishing fails, check the error and confirm that your account is eligible to publish on that platform. Before disconnecting, note that doing so permanently removes its Distribution history. Disconnecting does not delete posts already on the platform.

Metrics depend on the platform’s permissions, update timing and available data. Social figures are the latest lifetime totals observed in the selected dates, rather than activity only within those dates. Affiliate clicks are visits during the selected period in Asia/Bangkok time; repeat visits count. Clicks do not measure purchases or unique visitors. Period comparisons are available for affiliate clicks.

Open Tracking, choose the period and filters you need, then use the export control to download CSV or XLSX. If there is no matching data, broaden the filters or check that the selected content has published successfully.

Email the team from the address associated with your ReelCast account and describe the data you want removed. We may ask you to verify account ownership. Do not include passwords or verification codes. Read the Privacy Policy for more on stored data and connected accounts.