Support Center
We are here to help. Most questions are answered below — if not, email us directly.
Contact Us
Primary support:
support@sophieflow.comResponse time:
- Monday–Friday: within 4 hours
- Weekends: within 24 hours
For billing questions include your account email in the message.
Frequently Asked Questions
Getting Started
Q: How do I connect my social accounts?
Go to Settings → Social Accounts → click Connect next to any platform. You will be guided through the authorization process for each platform.
Q: How do I set up my brand voice?
Go to Brand Kit → Brand Voices → Create New. You can paste your website URL and SophieFlow will automatically analyze your brand and generate a complete brand brief.
Q: What is SophieAI?
SophieAI is your conversational campaign builder. Open it from the left sidebar and type what you want to create — SophieAI handles the rest including platform selection, scheduling and image generation.
Billing & Plans
Q: How do I upgrade or downgrade my plan?
Go to Settings → Billing → Change Plan. Upgrades take effect immediately. Downgrades take effect at the next billing cycle.
Q: Can I cancel anytime?
Yes. Cancel from Settings → Billing → Cancel Subscription. You keep access until the end of your billing period.
Q: How do AI credits work?
Credits are consumed by AI actions — generating posts, creating images and running SophieAI campaigns. Your allowance resets every month. Check current usage in Settings → Billing.
Q: Do unused credits roll over?
No. Credits reset on your monthly billing date.
Publishing
Q: Why did my post fail to publish?
The most common reasons are an expired social account token or platform API restrictions. Go to Settings → Social Accounts and reconnect any account showing an error status.
Q: Can I schedule posts in advance?
Yes. In the Composer click Schedule Post and select your date and time. SophieFlow also suggests optimal posting times per platform.
Q: What happens if a platform is down when my post is scheduled?
SophieFlow will retry failed posts automatically. If publishing fails after multiple attempts you will receive an email notification.
Account & Security
Q: How do I change my password?
Settings → Profile → Change Password.
Q: How do I delete my account?
Settings → Profile → Delete Account. This permanently removes all your data within 30 days. This action cannot be undone.
Q: How do I add team members?
Settings → Teammates → Invite. Enter their email and select a role. They will receive an invitation email.
Still Need Help?
Email us at support@sophieflow.com
Include as much detail as possible — your account email, which feature you are using and what you expected to happen.
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