Osortoo aims to respond to all support requests as quickly as possible. Our reply time depends on ticket volume, time of day, and the complexity of the issue. The sections below explain what you can typically expect.
1. Standard reply time
Most support emails receive a response within:
⏱ 6 to 24 hours
This is our usual response window during normal support hours.
2. Peak periods
During busy periods (holidays, major social media issues, or platform outages), replies may take slightly longer.
Typical reply time during peak periods:
⏱ 24 à 48 hours
We always answer every message and work through tickets in the order they are received.
3. Complex issues may require additional time
Some cases require investigation, especially when they involve:
- API errors
- Facebook or Instagram permissions
- billing verification
- technical bugs
- multi-platform issues
For these cases, you may receive an initial acknowledgment quickly, followed by a detailed response once the issue is fully analyzed.
4. Faster replies with complete information
Providing more details helps us reduce back-and-forth and speeds up the reply
Include when possible:
- your account email giveaway
- link Facebook Page or IG username
- screenshots
- exact error messages
- browser + device info
Complete details = faster resolution.
5. Support hours
Support operates during regular business hours. Messages sent outside those hours may be answered the next business day.