Contact support
If something on Keepface isn’t working — or you have a question this help center didn’t answer — here’s how to reach us.
Channels
| Channel | Best for | Response time |
|---|---|---|
| In-app chat (bottom-right bubble) | Most things — fastest, with full account context | Usually within a few hours, business days |
| Email: support@keepface.ai | Anything that can wait, or if you can’t log in | Within 1 business day |
Telegram: @KeepfaceSupportBot | Quick questions, status checks | Usually within hours, business days |
| Disputes | Use the dispute action inside the campaign — keeps the evidence trail intact | Up to 5 business days for review |
What to include
Help us help you faster:
- What you were trying to do (“Approve a deliverable on campaign #482”)
- What you saw instead (“Got a ‘permission denied’ message”)
- Screenshots if visual
- Browser + device if it’s a UI bug
- Time when it happened (rough is fine — “around 14:00 Baku time today”)
- Workspace name if you manage multiple
Don’t include
- Passwords, even partial ones — we will never ask
- Card numbers — we don’t need them, Stripe stores everything
- Other people’s private info — if a third party is involved, redact
Hours
We’re staffed roughly 9:00–19:00 Baku time, Mon–Fri. Outside hours, urgent things still get triaged — payment failures, fraud, account compromise — but feature questions wait until the next morning.
What to expect
- Acknowledgement within the response time above
- A clear next step — fix, workaround, or “we need X from you to proceed”
- A resolution timeline if it’s not solvable in the first reply
If we can’t help (genuinely outside the platform — e.g. a bank’s processing delay), we’ll tell you and where to go.
For brands
You can also reach your Account Manager directly if your Company is on a paid tier. Their contact is in Workspace settings → Support contact.
For influencers
Payout-specific issues go to payouts@keepface.ai for fastest routing.
Bug reports
We treat bug reports as gold. If you’ve found a reproducible bug, report it (brand) or report it (influencer) — we’d rather hear from you twice than miss it once.