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Support

Need help with XenonFlare? We're here to assist you with any questions or issues you may encounter.

Contact Methods​

Email Support​

For technical support, billing inquiries, or general questions:

Email: [email protected]

Response Time: We typically respond within 24 hours during business days.

What to Include​

When contacting support, please include:

  • Account Email: The email address associated with your XenonFlare account
  • Issue Description: A clear description of the problem you're experiencing
  • Error Messages: Any error messages or codes you've received
  • Steps to Reproduce: What you were doing when the issue occurred
  • API Requests: For API-related issues, include the request details (without your API key)

Common Issues​

Authentication Problems​

If you're having trouble authenticating:

  1. Verify your API key is correct and hasn't expired
  2. Check that you're including the key in the correct header format: X-API-Key: xf_...
  3. Ensure your account email is verified
  4. Try regenerating your API key from the Dashboard

Upload Failures​

If your video uploads are failing:

  1. Check that your file size is within your plan's limits
  2. Verify the video format is supported (MP4, MOV, AVI, MKV)
  3. Ensure you have sufficient storage quota remaining
  4. Confirm your connected social accounts are still authorized

Platform Connection Issues​

If you can't connect your YouTube, Instagram, or TikTok account:

  1. Make sure you're logged into the correct social media account
  2. Grant all requested permissions during the OAuth flow
  3. Try disconnecting and reconnecting the account
  4. Clear your browser cache and cookies

Scheduling Problems​

If scheduled posts aren't publishing:

  1. Verify the scheduled time is in the future
  2. Check that auto-publish is enabled for the target platforms
  3. Ensure your connected accounts haven't been revoked
  4. Confirm you're on a plan that supports scheduling (not Free tier)

Documentation​

Before reaching out, you may find answers in our documentation:

Feature Requests​

Have an idea for a new feature? We'd love to hear it!

Send your suggestions to: [email protected]

Please include:

  • A clear description of the feature
  • Your use case and how it would help you
  • Any examples from other platforms (if applicable)

Status & Updates​

For real-time platform status and maintenance updates:

Emergency Support​

For critical production issues affecting your business:

Email: [email protected] with subject line: [URGENT]

We prioritize urgent requests and aim to respond within 4 hours.

Note: Support is provided in English. For the fastest resolution, please provide as much detail as possible about your issue.