> ## Documentation Index
> Fetch the complete documentation index at: https://help.fanaura.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Contact & Support

> How to get help with Fanaura, from Aura Chat in the app to email support, feature requests, and bug reports.

Whether you have a quick question, need help setting up a complex flow, or want to report a bug, Fanaura has multiple support channels. This page explains every way to get assistance and what to expect from each.

## Support Channels

<CardGroup cols={2}>
  <Card title="Aura Chat" icon="message-circle">
    Your first line of support. Available 24/7 inside your dashboard. Ask questions in natural language and get instant guidance grounded in your account data.
  </Card>

  <Card title="Documentation" icon="book">
    Comprehensive guides organized by topic. You are reading it now. Search the sidebar or use Cmd + F to find what you need.
  </Card>

  <Card title="Email Support" icon="envelope">
    For issues that Aura Chat and documentation cannot solve. Response times vary by plan level.
  </Card>

  <Card title="Premium Support" icon="star">
    Available on the Pro plan. Faster response times and priority bug fixes.
  </Card>

  <Card title="Personal Consultant" icon="user">
    Available on Enterprise plans. A dedicated Fanaura team member who knows your account.
  </Card>

  <Card title="Dedicated Account Manager" icon="handshake">
    Available for Enterprise customers. Your single point of contact for everything Fanaura.
  </Card>
</CardGroup>

## In-App Help: Aura Chat

### How to use Aura Chat

<Steps>
  <Step title="Open Chat">
    Go to **Chat** in the sidebar (`/chat`) or click the chat icon in the app header.
  </Step>

  <Step title="Ask your question">
    Type your question in natural language.
  </Step>

  <Step title="Get guidance">
    Aura Chat responds with guidance, data from your account, and links to relevant documentation.
  </Step>
</Steps>

### What Aura Chat can help with

* "How do I set up a presave campaign?" for step-by-step guidance.
* "Why are my Instagram DMs not sending?" for troubleshooting suggestions.
* "What is the difference between a blast and a flow?" for feature explanations.
* "How many fans do I have in Nashville?" for live data from your fan database.
* "How do I invite a team member?" for workflow walkthroughs.

<Note>
  Aura Chat has full read access to your fan data, releases, campaigns, and flows within your workspace. It can take many actions on your behalf (create assets, query fans, build tours). For billing disputes, account access issues, or bugs that require engineering investigation, Aura Chat will recommend contacting the support team.
</Note>

<Tip>
  Start with Aura Chat for quick answers. It is available 24/7 and resolves most common questions instantly.
</Tip>

## Documentation

Fanaura's documentation is organized by topic:

| Section | What it covers |
| - | - |
| **Getting Started** | Account setup, first steps, quickstart guides |
| **Dashboard** | Overview metrics, navigation |
| **Assets** | Music, tours, merch, extras |
| **Launches** | Campaign containers, cycle stages, launch workflows |
| **Smart Links** | Data-collecting landing pages, customization |
| **Fans** | Fan database, profiles, lists, heatmaps |
| **Flow Builder** | Automated workflows, triggers, actions, conditions, delays |
| **Blasts** | One-time email and SMS broadcasts |
| **Aura Chat** | Agentic assistant, queries, and actions |
| **Integrations** | Instagram, SMS, Spotify, Apple Music, and more |
| **Settings** | Profile, team, billing, notifications, security, logs, rewards |
| **Pricing** | Plans, features, usage, overages |
| **Reference** | Glossary, shortcuts, platforms, privacy, troubleshooting, support |

<Info>
  This documentation is updated regularly as features ship. If you notice something outdated or incorrect, let us know through any support channel.
</Info>

## Email Support

For issues that Aura Chat and documentation cannot solve, reach out to the Fanaura team directly.

### What to include in your support email

<Warning>
  For the fastest resolution, always include these details:

  1. **What you were trying to do**: "I was trying to send an SMS campaign to 5,000 fans."
  2. **What happened instead**: "The campaign shows as 'queued' but no messages are being sent."
  3. **Error messages**: Include any error text you see on screen.
  4. **Steps to reproduce**: If the issue is repeatable, list the steps.
  5. **Screenshots**: A picture is worth a thousand words.
  6. **Your account email or artist name**: So the team can look up your account.
</Warning>

### Response times

| Plan | Expected response time |
| - | - |
| Basic (Standard Support) | Within 48 hours on business days |
| Pro (Premium Support) | Within 24 hours on business days |
| Enterprise (Dedicated AM) | Within 2 hours, including weekends for urgent matters |

<Note>
  These are target response times, not guarantees. Most inquiries are answered faster.
</Note>

## Feature Requests

Have an idea for something Fanaura should do? The team wants to hear it.

Send your idea through email support or in-app feedback. Describe:

* **What you want**: "I would love a Discord integration for fan community management."
* **Why it matters**: "My most engaged fans are in my Discord server, and triggering flows from Discord events would let me reward them."
* **How you imagine it working**: "Similar to the Instagram integration, but for Discord messages and reactions."

<Tip>
  The more specific and well-reasoned your request, the more useful it is to the product team.
</Tip>

## Bug Reports

Found something broken? Report it so the team can fix it quickly.

Include:

* **What happened** and **what you expected**
* **Steps to reproduce**
* **Browser and device** (e.g., "Chrome 120 on macOS")
* **Screenshots or screen recordings**

| Priority | Description | Example |
| - | - | - |
| **Critical** | Feature completely broken, data loss risk | Campaigns not sending, fan data disappearing |
| **High** | Major feature impaired but workaround exists | Flow builder not saving |
| **Medium** | Partial breakage, minor impact | Heatmap loading slowly |
| **Low** | Cosmetic issue | Typo in UI text |

## Premium Support (Pro)

Included with Artist Pro at no additional cost:

* Faster response times
* Priority bug fixes
* Shorter path to the right person on the Fanaura team

## Enterprise

Enterprise customers receive a dedicated account manager for relationship management, training, custom integrations, and regular account health reports.

## Self-Service Resources

<Steps>
  <Step title="Search the documentation">
    Most questions are answered in these docs.
  </Step>

  <Step title="Ask Aura Chat">
    Open `/chat` for instant answers grounded in your account.
  </Step>

  <Step title="Check Activity Logs">
    **Settings → Logs** often reveals what went wrong.
  </Step>

  <Step title="Review Troubleshooting">
    See [Troubleshooting](/reference/troubleshooting).
  </Step>
</Steps>

## What Happens Next

<CardGroup cols={2}>
  <Card title="Quick question?" icon="circle-question">
    Ask Aura Chat or search the docs.
  </Card>

  <Card title="Technical issue?" icon="wrench">
    Check Troubleshooting, then contact email support.
  </Card>

  <Card title="Feature idea?" icon="lightbulb">
    Submit a feature request with details.
  </Card>

  <Card title="Something broken?" icon="bug">
    File a bug report with steps to reproduce.
  </Card>

  <Card title="Enterprise needs?" icon="building">
    Contact sales for a dedicated account manager.
  </Card>
</CardGroup>

The Fanaura team is here to help you succeed. Your fan engagement journey is a partnership, and we are committed to supporting you every step of the way.


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