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Get support

Find answers in Help and these docs, report a bug or send feedback from inside Convia, check service status, and reach the right contact.

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When something in Convia Pro isn't working or you have a question, start with the docs and the in-app Help, then contact support from inside Convia. This page lists every support channel Convia offers and what to include so your request can be answered quickly.

Look it up first

  • These docs. The FAQ answers common questions, and Troubleshooting covers fixes for sign-in, connections, publishing, analytics, imports and billing.
  • Help & Guide. Open the launcher (the button with your workspace name at the bottom left) and choose Help & Guide under Support. It opens a help panel beside the page you're on, with a search box for help topics.
  • What's New. Also under Support, it lists recent releases by the date they shipped, which helps when something looks different from last week.

Report a problem or send feedback

Report Bugs is how you contact support from inside Convia.

  1. Open the launcher and choose Report Bugs under Support. The Reports & Feedback page opens.
  2. Click New Report.
  3. Choose a Type: Content/Prompt Issue, Bug, Feature Request or General Feedback.
  4. Describe the issue or suggestion in Description.
  5. Click Submit Report.

Your report is added to the Reports & Feedback list. Filter the list by type or by status (Open or Resolved), and open a report to see its status, when it was submitted, and any Resolution Notes added when it was handled.

Report a problem with a specific post

  1. Open the post.
  2. Click More actions (the ⋯ button at the bottom left) and choose Flag / Report problem.
  3. Pick a type, describe the problem and click Submit Report.

The report carries the post's title and platform, so you don't need to describe which post you mean. It also flags the post for review in the approval queue, and if your workspace requires approval, a scheduled post goes back to waiting for approval until a manager looks at it.

Check service status

Convia reports its live status, including scheduled publishing and background jobs, to https://status.conviapro.com. If posts aren't going out or jobs seem stuck for everyone on your team, check there first.

What to include in a report

A good report gets a faster answer. Include:

  • Where it happened: the workspace, the page, and the post, episode or campaign involved.
  • What you expected and what happened instead.
  • The exact message Convia showed, if any. For a failed post, check Settings → Publishing history, which records each publish attempt and what the platform said back.
  • A reference code, if Convia gave you one. For example, a refused plan change shows a reason and a reference code to quote to support.
  • When it happened, keeping in mind that Convia shows times in your workspace's time zone.

Who to ask for what

Some questions are answered fastest by someone other than Convia's support:

You need Ask
A different role, or access to a page you can't open An owner or manager of your workspace. They change roles in Settings → Members
A workspace for another show Your workspace admin. The workspace switcher says Need another show? Contact your workspace admin.
Billing for an agency's managed accounts Your sales representative or account manager. The agency billing page names sales@conviapro.com
Access to a workspace whose agency account is paused Your account administrator at the agency
A change to a plan with custom pricing Convia support, through Report Bugs. Billing asks you to contact support so your rate isn't disturbed
A request about personal data, including guest data privacy@conviapro.com
Prices and plan comparisons The pricing page at https://conviapro.com/pricing

The Terms of Service and Privacy Policy are at https://conviapro.com/terms and https://conviapro.com/privacy.