Support & Trust Center
Contact &
Support
We're a small team building in public. Every message gets a real reply — not a bot, not a template. Tell us what you need.
Support channels
| Channel | What it covers | Response SLA | Contact |
|---|---|---|---|
| Email — General | Billing questions, account access, automation troubleshooting, feature requests | 24–48 h (business days) | [email protected] |
| Email — Legal | Privacy requests, data deletion, DPDP Act inquiries, compliance questions | 48–72 h (business days) | [email protected] |
| Email — Partnerships | Press, partnership program questions, integrations, co-marketing | 3–5 business days | [email protected] |
| Bug reports | Unexpected behavior, failed DMs, connection errors, UI bugs | 24–48 h acknowledgement | [email protected] |
Standard SLA: 24–48 hours on business days. Pro Plus subscribers get priority support — their WhatsApp messages are answered first. Response times may occasionally be longer if we're dealing with a platform issue; we'll always acknowledge your message within 48 hours and keep you updated if a resolution takes longer.
Before you sign up — what to know
Supported account types
Instagram Business accounts and Instagram Creator (professional) accounts only. Personal Instagram accounts cannot use the Meta Messaging API and are not supported.
Price changes
If a plan's price changes, you'll receive email notice at least 14 days before it applies to your next renewal, with the option to cancel before then.
DM delivery speed
Typically 5–30 seconds after a comment, depending on Meta's webhook delivery. Not instantaneous — delivery depends on Meta's infrastructure.
Data retention
We store DM send records (comment ID, recipient IGSID, automation ID, timestamp) to power "once per user" deduplication and your analytics dashboard. Instagram access tokens are encrypted at rest (AES-256-GCM). See our Privacy Policy for full details.
Token handling
We use OAuth to connect your Instagram account — no password is ever stored. We store a long-lived Instagram access token (valid 60 days, auto-refreshed) that lets us send DMs on your behalf. You can revoke access at any time from your Instagram settings.
Meta API limitations
EngageDM uses official Meta APIs and is subject to Meta's rate limits and policy changes. We do not control Meta's API policies — features may be affected by platform changes outside our control.
Payments & refunds
Auto-renewing subscriptions via Dodo Payments, billed in INR in India and USD everywhere else. Cancel anytime from Billing — access continues to the end of the paid period. No refunds, except for duplicate charges, billing errors or where consumer law requires one. See our Refund Policy.
About us