If you are experiencing an issue that the Support Chat cannot resolve, you can raise a formal support ticket and a member of the team will assist you directly. This guide explains how to access your tickets, how to create a new one, and what to expect after submitting.
How to Access Support
All support options are available from the Settings screen. From the navigation menu, tap or click Settings, then scroll down to the Help & Support section. You will see two options:
- Support Chat — the AI-powered chat where you can ask questions and get instant answers.
- My Tickets — where you can view all your submitted tickets and create new ones.
Settings — Help & Support — Mobile App
Settings — Help & Support — app.brandviper.ai
Viewing Your Tickets
Tap or click My Tickets to open your ticket history. All your tickets are listed here, organised by status. If you have not raised any tickets yet, you will see a message that reads: No tickets — You haven’t submitted any support tickets yet.
My Tickets screen — Mobile App
My Tickets screen — app.brandviper.ai
You can filter your tickets using the tabs at the top:
- All — shows every ticket regardless of status.
- Open — tickets that have been submitted and are waiting for a response.
- In Progress — tickets that are actively being worked on by the support team.
- Resolved — tickets that have been closed.
How to Raise a New Ticket
You can raise a support ticket in two ways:
- From the My Tickets screen — tap or click the + button at the top right.
- From the Support Chat screen — tap or click the New ticket button at the top right.
Either way, a Create support ticket form will appear.
Create support ticket form — Mobile App
Create support ticket form — app.brandviper.ai
Filling In the Ticket Form
The form contains three fields:
| Field | What to enter |
|---|---|
| Subject | A brief one-line description of your issue. For example: My Instagram posts are not publishing. Keep this short and specific so the team can identify the issue at a glance. |
| Priority | Select the urgency level for your issue — Low, Medium, or High. Medium is selected by default. Use High only for issues that are actively preventing you from using the platform. |
| Message | A detailed description of your issue. Include what you were trying to do, what happened, which platform or feature is affected, and any steps you have already tried. The more detail you provide, the faster the team can help. |
Tips for Writing a Good Ticket
- Be specific — instead of my posts are not working, say my scheduled Instagram post for 14 July did not publish and shows as Failed.
- Mention the platform affected if relevant — for example Facebook, Instagram, or TikTok.
- Include any error messages you have seen.
- Describe what you have already tried, so the team does not repeat steps you have covered.
Submitting Your Ticket
Once you have filled in all the fields, tap or click Submit ticket. Your ticket will be submitted and the support team will be notified.
What Happens After You Submit
Once your ticket is submitted it will appear in your My Tickets screen with a status of Open. The support team will review it and respond as soon as possible. When they reply, the ticket status will update to In Progress. Once your issue has been resolved, the ticket will be marked as Resolved.
Common Issues
I cannot find My Tickets
Go to Settings from the navigation menu and scroll down to the Help & Support section. My Tickets is listed there alongside Support Chat.
I submitted a ticket but have not received a response
Check your ticket status in the My Tickets screen. If it shows as Open, the team has received it and will respond. Response times vary depending on priority. If your issue is urgent, consider updating your ticket priority to High.
I need to add more information to a ticket I already submitted
Open the ticket from the My Tickets screen and add a follow-up message with the additional details. The support team will see your update when they next review your ticket.
My ticket is showing as Resolved but my issue is not fixed
Open the ticket from the My Tickets screen and reply to let the team know the issue is still ongoing. This will reopen the ticket for further assistance.
I am not sure whether to use Support Chat or raise a ticket
Start with the Support Chat — it can answer many common questions instantly and may resolve your issue without any wait time. If the chat cannot help, or if your issue requires action from the support team, raise a ticket using the New ticket button in the chat or from the My Tickets screen.