Have a question, hit a snag, or want to tell us we got something wrong? We would genuinely like to hear from you. InstaPicker is run by a small team, and we read every message that comes in, so you are talking to people who actually build and maintain the tool, not a wall of canned replies.
The fastest way to reach us
Email is best. Send us a note at [email protected], and we will get back to you. We aim to reply within one business day, and most of the time it is sooner. If your message is time-sensitive, for example, you are mid-giveaway and something isn't loading, say so in the subject line, and we will jump on it.
What to include so we can help quickly
A little context goes a long way. When you write in, it helps us a lot if you mention the email address tied to your InstaPicker account, a short description of what you were trying to do, and what happened instead. If something looked broken on screen, a screenshot is worth a hundred words. The link to the Instagram post you were drawing from is useful too, since it lets us check whether the issue was with the comments, a filter setting, or the tool itself.
Things people usually contact us about
A good chunk of our messages fall into a few buckets, and we are happy to help with all of them.
Getting started. If you are new and not sure how to run your first draw, write in and we will walk you through it. There is no such thing as a question that is too basic here. Everyone ran their first giveaway once.
Account and billing. Questions about your free trials, switching plans, updating payment details, or canceling all go to the same inbox. If you are weighing up which plan suits you, take a look at http://instapicker.com/pricing first, then email us with anything that is still unclear and we will give you a straight answer.
Something not working. If a draw won't load, comments aren't pulling in, or the winner reveal acts strangely, tell us what you saw. Bugs happen, and the faster you report one, the faster we can fix it for you and for everyone else.
Feature requests. A lot of what InstaPicker does today started as someone emailing to say "I wish it could do this." If you have an idea, send it over. We can't promise to build everything, but we do keep a list and we genuinely use it.
Partnerships and press. If you run an agency, want to talk about a larger plan, or you are writing about giveaway tools and need details, reach the same address and flag it as a partnership or press note so we route it to the right person.
When you can expect to hear back
We are a small team spread across a few time zones, which works in your favor more often than not, since someone is usually around. We answer messages in the order they arrive, with anything urgent moving to the front. If you write over a weekend or a holiday, give us until the next working day. We would rather send you a thoughtful reply a few hours later than a rushed one that misses the point. You will always get a response from us. We do not let messages quietly disappear.
Our promise on replies
We try to treat your inbox the way we would want ours treated. That means no leaving you hanging for a week, no bouncing you between five departments, and no replies that clearly didn't read your message. If we need more information to solve your problem, we will ask plainly. If we can fix it on our end, we will, and we will tell you when it is done.
A few things we can't do by email
There are a couple of requests we have to handle carefully. We can't run your giveaway for you or pick your winner from our side, because the draw is meant to happen in your account where your audience can see it. We also can't share another user's account details with you, even if you ask nicely, since protecting everyone's privacy cuts both ways. And we can't give legal advice about running contests in your country. For that, a local professional is the right call. Everything else, though, send it over.
A note on privacy
When you email us, we only use your details to answer you and improve the service. We do not sell your information or add you to some endless marketing list because you asked a support question. If you want to know exactly how we handle data, our privacy policy spells it out.
Prefer to test before talking?
Sometimes the quickest answer is just trying it. Every new account gets 3 free trials, so if you are on the fence about whether InstaPicker fits your giveaway, run a real draw first and bring us any questions that come up. You can start from http://instapicker.com/pricing and email us at [email protected] the moment you need a hand.
We are looking forward to hearing from you, and we hope your next giveaway is your best one yet.