Support
Last updated: April 2026
We’re here to help you get the most out of VideoToReels — the AI-powered video editor and multi-platform social media scheduler. This page lists every way you can reach the team, what response times to expect, and how to escalate urgent issues.
Get in touch
Email support
support@videotoreels.com
Best for product questions, billing, and integration help.
Security & privacy
security@videotoreels.com
Vulnerability reports, data-deletion requests, GDPR enquiries.
In-product help
Sign in → Settings → Help → Support.
Submit a ticket with workspace context attached automatically.
Service status
https://status.videotoreels.com
Live availability of the editor, scheduler, and platform integrations.
Response times
We aim to acknowledge every request as quickly as possible. The targets below apply Monday – Friday, 09:00 – 18:00 CET. Requests received outside business hours are handled the next business day, except where noted.
| Severity | First response | Examples |
|---|---|---|
| Critical | Within 4 hours, 24/7 | Service outage, data loss, security incident. |
| High | Within 1 business day | Failed publish, broken OAuth connection, billing block. |
| Normal | Within 2 business days | Feature questions, configuration help, account changes. |
| Low | Within 5 business days | Feature requests, general feedback. |
What we support
In scope
- Connecting and disconnecting social accounts
- Scheduling, editing, and publishing posts
- Video editor, AI captions, and rendering issues
- Billing, plan changes, and invoices
- Account access, password resets, and 2FA
- Data export, deletion, and GDPR / CCPA requests
- Slack, Discord, and other integration setup
Out of scope
- Outages on third-party platforms (YouTube, Instagram, TikTok, etc.). We will acknowledge the issue and work around it where possible.
- Account-specific moderation actions taken by social platforms
- Custom development or one-off integration work
- Strategy or content advice — please see our blog and resources page.
What to include in your request
Sharing the following details helps us resolve your issue on the first reply:
- The email address on your VideoToReels account
- Workspace name, if you belong to a team
- The URL or screen where the problem happened
- Steps to reproduce, plus the time (and timezone) it last occurred
- Screenshots or screen recordings, if relevant
- Browser, OS, and (for mobile) device model
Critical issues & security
For confirmed outages or suspected data incidents, email support@videotoreels.com with [CRITICAL] in the subject. For vulnerability reports, please use security@videotoreels.com and follow responsible-disclosure practice — we will acknowledge within one business day and credit valid reports.
Marketplace partners
VideoToReels is the developer responsible for support of the VideoToReels integrations available on the Slack Marketplace and other partner directories. Listing-related questions, including those received via Slack’s App Directory review process, should be sent to support@videotoreels.com. We monitor this address every business day and respond within the timelines above.
Self-service resources
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