Contact Support

How to contact the SaleAds.ai support team

If you didn't find the answer in our documentation, we're here to help.

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Before Contacting

To resolve your issue faster, have this information ready:

Basic Information

• Account email

• Your plan (PRO, BUSINESS, AGENCY)

• What you were trying to do

About the Issue

• Exact error message (if any)

• When the issue started

• What steps you took before the error

• Whether the issue is new or has always occurred

Technical Information

• Browser you use (Chrome, Firefox, Safari, Edge)

• Device (computer, tablet, mobile)

• Screenshot of the error (if possible)

To help you faster: this info allows us to understand and reproduce the issue.

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Support Channels

In-platform Chat

1. Click the chat icon in the bottom corner

2. Type your query

3. Our team will respond as soon as possible

You can write to us whenever you need.

Hours: Monday to Friday, 9:00 AM - 6:00 PM (Colombia time)

Email

Write to: [email protected]

Include:

• Descriptive subject

• Detailed description of the issue

• Screenshots if applicable

Response time: 24-48 business hours

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Support Priority

Plan	Support Type	Response Time
PRO	Standard	24-48 hours
BUSINESS	Priority	12-24 hours
AGENCY	VIP	4-12 hours

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Types of Inquiries

Technical Inquiries

• Platform errors

• Connection issues with Meta

• File upload errors

• Issues with AI generation

Billing Inquiries

• Questions about charges

• Plan changes

• Invoice requests

• Payment methods

Usage Inquiries

• How to use a feature

• Best practices

• Recommendations for strategies

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Information we CANNOT Resolve

Some topics are beyond our scope:

Meta issues

• Facebook account blocked → Contact Meta

• Ads rejected due to policies → Review Meta policies

• Business Manager issues → Contact Meta

Payment Issues

• Card declined by the bank → Contact your bank

• Charge disputes → Use Stripe or your bank

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Preparing a Good Inquiry

Example of an Effective Inquiry

Subject: Error launching strategy - "Error creating in Meta"

Description: When trying to launch my e-commerce strategy, I receive the error "Error creating in Meta Ads Manager."

Steps I followed:

1. I selected the "Dynamic Catalog" strategy

2. I uploaded 3 images successfully

3. The preview generated correctly

4. When clicking "Launch", the error appeared

Additional information:

• Plan: BUSINESS

• Browser: Chrome 120

• The error occurred today for the first time

• My Meta account has no restrictions (I checked)

Screenshot: [attached]

Example of an Ineffective Inquiry

"The platform doesn't work for me"

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Self-help Resources

Before contacting, check:

1. Frequently Asked Questions

2. Connection Errors with Meta

3. File Upload Errors

4. Launch Errors

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Feedback and Suggestions

Do you have ideas to improve SaleAds.ai?

• Share them in the support chat

• Write to: [email protected]

We value your suggestions and consider them for future improvements.

Your ideas help us improve SaleAds.

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System Status

If you suspect there is a general platform issue:

• Check the status on our status page

• Check our social media for announcements

• If there is a known incident, it will be posted

We keep you informed about the system status.

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We're here to help you succeed with your advertising campaigns.