Support

How to get help with GPTpost, what we aim to respond in, and which mailbox to use so your message reaches the right place first time.

1. Where to write

You need	Address	Target first response
Product help, bugs, billing, cancellation	`support@oraglegpt.org`	2 business days
Privacy, data access, deletion, GDPR or CCPA requests	`privacy@oraglegpt.org`	Acknowledged in 72 hours
Security vulnerability reports	`security@oraglegpt.org`	2 business days
Data Processing Addendum, SCCs, security questionnaires, procurement	`dpa@oraglegpt.org`	5 business days
Legal notices, copyright complaints, disputes, appeals	`legal@oraglegpt.org`	5 business days

Do not send passwords, OAuth tokens, API keys, or full card numbers to any of these addresses. We will never ask you for your password. If you have already sent a credential, rotate it and tell us.

2. Support hours and targets

Support is provided by email, in English, Monday to Friday, excluding public holidays in the United States.
The response times in the table above are targets, not contractual guarantees. Unless a written service level agreement is signed in an order form, the Service carries no contractual availability or response commitment. This is stated plainly in Terms of Service section 10, and we would rather you knew it up front than discovered it during an incident.
Enterprise customers who need contractual response times and a named escalation path should write to dpa@oraglegpt.org to discuss an order form.

3. Priority levels

We triage on impact, not on who shouts loudest.

Priority	Definition	Target first response
P1 - Critical	The Service is unavailable, data is at risk, or a security incident is suspected	4 business hours
P2 - High	A core function is broken for a whole workspace: publishing fails, an integration is down, or a login is blocked	1 business day
P3 - Normal	A feature misbehaves but there is a workaround	2 business days
P4 - Low	Question, guidance request, or feature suggestion	5 business days

Suspected security issues are always P1 and should go to security@oraglegpt.org, not to support.

4. How to get a fast, useful answer

Include as much of this as you can. It usually removes an entire round trip:

What you expected to happen, and what happened instead.
The workspace name and the email address on the account.
The exact time, with the time zone, when it happened.
The social platform and account involved, if the problem is a publishing or connection failure.
The error message, copied as text rather than described.
The request ID, if one was shown. Every response we serve carries an X-Request-ID header, and quoting it lets us find the exact request in our logs.
A screenshot, with any tokens or personal data of third parties removed.

5. Things you can fix yourself in under a minute

Symptom	Most likely cause	Fix
A scheduled post did not publish	The connected account's token expired or was revoked at the platform	Reconnect the account in Settings, Connected accounts. Check the publication attempt log for the provider's exact error
"Reconnect required" on an account	The platform expired the token, or a password change at the platform invalidated it	Reconnect. Platform tokens expire on the platform's schedule, not ours
A post was rejected by the platform	The content breached that platform's own rules, or exceeded a media or length limit	Read the provider error in the attempt log. The limit is the platform's, and we cannot override it
Publishing suddenly stopped for one account	The platform rate-limited the account	Wait for the window to reset. Do not retry in a loop; that extends the limit
You cannot sign in	MFA device lost	Use a recovery code. If you have none left, write to `support@oraglegpt.org` from the account address
An AI feature returns nothing	No AI provider is configured for the workspace, or the monthly budget is exhausted	Check Settings, AI providers and the budget
An invited user never got an email	This build sends no email at all. It contains no mail client and no notification-delivery route, so no invitation, verification, reset or alert message is ever generated	Give the person their credentials yourself. An administrator creates the member record in the workspace; nothing is mailed to them

6. What support can and cannot do

We can:

investigate failures, errors, and unexpected behaviour in GPTpost;
explain how a feature works and why a platform rejected something;
help with billing, plan changes, cancellation, and invoices;
route a privacy request to the right process;
restore access to an account for a verified account holder.

We cannot:

recover a published post from a social platform, or delete one that the platform has already distributed;
lift a rate limit, restriction, or ban imposed by a social platform. That is between you and the platform;
approve a platform's app review on your behalf;
read data out of another customer's workspace, whoever asks;
restore data after the deletion windows in Data Deletion Policy have passed. Deletion is designed to be irreversible, which is a feature rather than a defect;
give you legal, tax, or regulatory advice.

7. Account security and verification

For anything that changes access to an account, we verify that you control the account first. Expect us to:

require the request to come from the address on the account;
require a second factor where one is enrolled;
decline to add a new administrator or change the billing contact on the basis of an email alone.

This is deliberate friction. It is what stops someone else taking your workspace by writing us a convincing message.

8. Service status and incidents

Current availability, incident history, and our maintenance and notification practice are published at Service Status.

During an incident, the status page is updated before individual replies go out. Checking it first will usually answer the question faster than we can.

9. Feature requests

Send them to support@oraglegpt.org with "Feature request" in the subject. We read all of them. We do not commit to a roadmap or a delivery date in a support reply, and we will not tell you something is coming if it is not planned.

10. Escalation

If a support response has not resolved your issue:

Reply and ask for it to be escalated, quoting the original reference.
If it is still unresolved, write to legal@oraglegpt.org with the reference and a summary.
Enforcement decisions have their own appeal route, in Acceptable Use Policy section 9.
Privacy decisions have their own appeal route, in Your Privacy Rights: GDPR, UK GDPR, and US State Privacy Laws section 7.

Page	What it covers
Service Status	Availability, incidents, and maintenance
Refund and Cancellation Policy	Cancellation, refunds, and billing disputes
Security	Security controls and vulnerability reporting
Data Deletion Policy	How to delete your data, and how long it takes
Acceptable Use Policy	What is not allowed, and how enforcement works

12. Contact

GPT LLM ORAGLE Ltd. Liability Co.
30 N Gould St, Ste N
Sheridan, WY 82801
United States

We correspond as the Company and do not identify individual staff in support correspondence.